Install Reach: Get the browser extension from the Chrome Web Store.
A side panel alongside Intercom
Reach opens as a Chrome side panel that sits next to your Intercom tab. When you open a contact, conversation, or lead in Intercom, Reach reads the page automatically and shows you everything you need to message that person — their profile, available channels, recent messages, and the tools to send something new.
There is no tab to switch to, no second app to log into, and no copying phone numbers back and forth. Intercom stays on screen. Reach works beside it.
Who Reach is for
Reach is built for support agents and sales teams who spend their day inside Intercom and need to start proactive conversations on WhatsApp or SMS. Typical moments where Reach helps:
Following up on a support ticket with a quick SMS.
Sending an approved WhatsApp template to confirm an appointment, share an update, or close a loop.
Searching for a contact by phone number when someone calls in.
Merging two duplicate contact records you spotted while reviewing a profile.
What Reach can do
When you open Reach on a contact’s page, you can:
Send WhatsApp messages using your workspace’s pre-approved WhatsApp templates, with media headers and editable variables.
Send SMS messages as free text, with a live character and segment counter that warns you when a message will split into multiple parts.
Search your contacts by name, phone number, email address, or user ID without leaving the side panel.
Merge duplicate contacts through a guided wizard that compares both records side-by-side before you confirm.
Browse your WhatsApp template library with category filters for Marketing and Utility templates.
Review message history for any contact, including delivery status, read receipts, and per-message timelines.
How Reach connects to Intercom
You sign in to Reach using your existing Intercom credentials — there is no separate Reach password to remember. Once you’re signed in, Reach reads the page you’re viewing to figure out which contact you’re looking at, and loads their information into the side panel.
If you manage more than one Intercom workspace, Reach can keep multiple workspaces signed in at the same time and switch between them as you move between Intercom tabs.
What you need to get started
The Google Chrome browser.
An Intercom account connected to Octopods.
At least one WhatsApp or SMS channel configured in your Octopods workspace.
What’s next