Sinch Community

Hi Hussein,   For Intercom, the chatbot agent needs to be different than a real live agent (it needs a dedicated agent to act as the chatbot). Here's their documentation for assignment of incoming conversations https://www.intercom.com/help/en/articles/6561699-assign-conversations-to-teammates-and-teams. Here are some of our current integrations with live agent systems: Sinch Contact Pro, Salesforce Service Cloud, Freshdesk Messaging, Sparkcentral, Webhook Offloading, which will give you the chance to integrate with platforms that are not in our list today.   Best regards, Camila ... View more

Hi Hussein,   On Intercom, you need to create an agent for the chatbot. Upon following our instructions, https://docs.chatlayer.ai/integrateandcode/app-integrations/intercom, that agent will be the one responding as our chatbot. For Intercom, I found these instructions on how to create a web chat https://www.intercom.com/help/en/articles/168-install-intercom-for-users-on-web. The agent would not be able to go live on Sinch WhatsApp with the current integration we offer. Best regards, Camila ... View more

Hello Hussein,  The current state of our Intercom integration only allows our chatbots to be active on an Intercom widget, using them as the front channel and offloading provider. The chatbot will be an automated agent inside of their widget. Please let me know if this unblocks you.   Best regards, Camila ... View more