The AVOXI Genius integration with Intercom allows organizations to bring together their voice and support platforms seamlessly.  By integrating these technologies, users can focus on voice communication with AVOXI Genius and have their messaging workflow automatically updated in Intercom.

AVOXI - Intercom Integration Overview

The first feature of the AVOXI Genius and Intercom integration is the Screen Pop, where End Users stored in Intercom are displayed in realtime in the Genius webphone when an agent receives or places a call.  Using the caller ID of the incoming call, the integration leverages an API to reference any End User in Intercom with the same phone number and displays that user to the Agent.  From there, an agent can provide a personalized greeting and confirm contact information right away.  

Also, a link is provided to the agent to quickly access the user's page in Intercom giving the agent quick and comprehensive access to all the recent activity of the caller.  If the agent is making an outbound call, they can utilize the "Click-to-Call" feature to quickly dial an "End User" in Intercom and all of the user's information will also be available within the webphone throughout the call.  If the agent ever navigates away from the user's page and needs to quickly access it again, the same link is available directing the agent to the End User's page with all the relevant information and activity for the user.

Automated Workflow

In addition to personalized communication, the messaging workflow in Intercom is also automated by the integration.  Using the same API setup for the Screen Pop feature, the Workflow Automation will automatically create conversations in intercom from a call in the AVOXI Genius voice platform.  

This allows agents to focus on the call and not worry about separate tasks or switching platforms.  Creating the conversation is done automatically and created as a Genius Autologged conversation with all of the relevant call information saved in the conversation to be easily accessed at any time after the call.  Automating this workflow not only saves the agent time but also prevents the possibility of manual errors from data entry or context switching.  Providing this personalized communication and automated workflow through seamless integration with AVOXI Genius and Intercom is also easy to set up and can be done in minutes. 

Installing Intercom Integration

The AVOXI and Intercom integration gives agents the ability to provide personalized communication while also streamlining and automating their activities. 

As an admin, navigate to the Data Integrations page in the AVOXI platform and click 'connect' on Intercom.  

In the "Manage" tab of the Intercom page, and click "Connect"

The authorization process will redirect the user to another window to login to Intercom for the connection.

Congratulations, the AVOXI and Intercom integration are complete!  

Once a test call is placed, the Intercom integration will now show as 'Active' and additional configurations can be updated by selecting the 'Configuration' tab at the top of the page.

Unknown caller

• Create a new End User/Lead in Intercom for calls where no matching record is found with the corresponding caller ID or number dialed.
  • Automatically create a record in Intercom when Genius does not recognize the phone number of the caller for incoming calls.
  • Automatically create a record in Intercom when Genius does not recognize the phone number dialed by an agent placing outgoing calls.

Call Logging

Information about calls will be logged as a conversation in Intercom after a call ends.

Configure the conversation to be marked as read or closed after creation.

Configurations - 

• Create a conversation for inbound answered calls
• Create a conversation for inbound missed calls
• Create a conversation for outbound answered calls
• Create a conversation for outbound unanswered calls
• Create a conversation for a voicemail
• Assign converations to AVOXI Agents
  • Assigns created Conversations to the Intercom Admin whose email matches the AVOXI agent handling the call.

Note:  The Intercom card on the main Data Integrations page will now show a 'Manage' button since it is connected.  This can be accessed at any time to adjust the integration configurations.