Intercom
Salesforce integration.
What Intercom's Salesforce app syncs, the plans and permissions it needs, and where its limits are.
Request an integration map →Download the spec sheet →The Salesforce Intercom integration is Intercom's own Salesforce app. It syncs mapped lead and contact attributes in the direction you choose per field, maps Salesforce accounts to Intercom companies, creates leads and cases from conversations, and logs conversations as Salesforce tasks. Intercom says it is available on its Advanced and Expert plans and needs Salesforce API access.
[ How it works ]
How often does Intercom sync with Salesforce?
Intercom says changes in Intercom trigger a sync to Salesforce immediately, while Salesforce is checked at 5 minute intervals. It warns of a delay of up to 5 minutes.
[ The connector ]
Intercom conversations, Salesforce records.
Techila Global Services is a Salesforce Summit partner. We set up Intercom's Salesforce app: the connecting user, identity matching, attribute mappings and directions, case creation and task logging.
Where you need objects the app does not sync, we build the extra flows and support them after launch.
What does the Intercom Salesforce integration sync?
Intercom's help centre lists these record types. Leads and contacts map to Intercom people, and accounts map to Intercom companies.
| Salesforce | Intercom | Notes from Intercom's docs |
|---|---|---|
| Leads and contacts | People | Each mapped attribute syncs one way, chosen in the mapping |
| Accounts | Companies | Links between people and companies are managed in each platform |
| Leads | Create Lead in the Inbox | Needs an email; contacts are created and converted in Salesforce |
| Cases | Workflow action, trigger or New Case | One-way, Intercom to Salesforce |
| Tasks | Conversations | A task when a conversation starts; transcript updated when it closes |
| Opportunities, custom objects | Not synced | The Inbox app shows opportunity owner, stage, close date and amount |
What moves between Intercom and Salesforce?
- Lead and contact attributes (both ways)
- New leads from the Inbox (from Intercom to Salesforce)
- Conversations as tasks (from Intercom to Salesforce)
- Cases (from Intercom to Salesforce)
- Live record view in the Inbox (from Salesforce to Intercom)
Intercom says there is no bulk update of existing historical data, and creating a contact in Intercom does not create one in Salesforce. Tags, events, compound fields and fast-changing fields such as last_seen can't be mapped.
What do you need before you connect Intercom and Salesforce?
- Intercom: the Advanced or Expert plan, and Apps and Integrations Access (all permissions). Installing against a sandbox needs Expert.
- Salesforce: an edition with API access, such as Enterprise or Unlimited. Intercom says Contact and Group editions lack API access, and Professional can add it for a fee.
- A regular Salesforce user, not API-only, with API Enabled, View All Data, and read and write access to leads, contacts, accounts and tasks. Intercom syncs as the person who installed the app.
- Required case fields. Every required field on the Case object must be in Intercom's case creator, or case creation fails.
- Change users by reconnecting. Intercom says not to uninstall the app, because that clears your attribute mappings.
When do you need more than Intercom's Salesforce app?
| Option | What it covers | Limits |
|---|---|---|
| Intercom's Salesforce app | Leads, contacts, accounts, cases and conversation tasks | No opportunities or custom objects; no bulk sync of historical data |
| App plus custom flows | Opportunities, custom objects or extra rules, built on Salesforce APIs or middleware | Extra build and monitoring to own |
| Service Cloud for support | Cases, routing and messaging run inside Salesforce | A larger project with its own licences |
Our Salesforce integration services cover any of these; to talk it through, book a discovery call. Comparing help desks? See Zendesk and Salesforce.
[ Architecture ]
How does Intercom data reach Salesforce?
How data moves between the two systems.
Intercom
Intercom's Salesforce app
Salesforce
[ What's included ]
What does Techila set up for Intercom and Salesforce?
What the integration work covers.
[ FAQ ]
Frequently asked questions.
What architects ask before commissioning a Techila integration.
Intercom says the Salesforce app is available on its Advanced and Expert plans. Installing against a Salesforce sandbox needs Expert.
Yes, as tasks. Intercom creates a completed task when a conversation starts and updates the transcript when it closes. Transcripts appear on leads only when automatic case creation is on.
Yes. Cases can be created automatically through triggers or a Workflow action, or by hand from a contact. Intercom says case sync is one-way, from Intercom to Salesforce.
No. Intercom says opportunities, custom objects and other Salesforce objects can't be mapped or synced through the app. The Inbox app can show opportunity owner, stage, close date and amount.
Editions with API access, such as Enterprise or Unlimited. Intercom says Contact and Group editions lack API access, and Professional can add it for a fee.
Sources
Last reviewed:
- Intercom Help, Install Salesforce integration (read 10 November 2026)
- Intercom Help, Using the Salesforce app in Intercom (read 10 November 2026)
- Intercom Help, Salesforce integration troubleshooting and FAQs (read 10 November 2026)
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