Octopods

Tarek Khalil

Use Octopods features inside Intercom for contacts, conversations, inbox workflows, broadcasts, and settings.

Intercom

Octopods matches every inbound channel message to a contact in your Intercom workspace, so your team replies from one inbox.

How Contacts Work in Intercom

Decide which Intercom contact Octopods should link a message to when more than one contact shares the same phone number.

Contact Prioritization Settings

Merge an Intercom Lead into a User when they are the same person, so conversation history and channel data live on one contact.

Merging Contacts in Intercom

Manage Intercom contacts, prioritization, and duplicate merges.

Intercom Contact Management

Every inbound message on a connected Octopods channel becomes a new Intercom conversation on the matched contact.

How Conversations Are Created

Start a new Intercom conversation when a customer replies after a closed thread, once a buffer period has passed.

Opening New Conversations (Conversation Buffer)

Understand Intercom conversation creation, opening behavior, and variable escaping.

Intercom Conversation Management

The Octopods Inbox App is a panel in Intercom's conversation sidebar for proactive messages, templates, merges, and new conversations.

Using the Octopods Inbox App in Intercom

Send a one-off SMS or WhatsApp message to a customer directly from their Intercom conversation, using the Octopods panel in the sidebar.

Sending Proactive Messages from the Inbox App

Pick an approved template, fill in the variables, and send it to the contact — all from the Octopods panel in Intercom's sidebar.

Sending WhatsApp Templates from the Inbox App

Manually end the current Intercom conversation and start a fresh one on the same contact, directly from the Octopods panel in the sidebar.

Migrating Conversations from the Inbox App

Use the Octopods Intercom inbox app for messaging, templates, and migrations.

Intercom Inbox App

Configure Octopods inside Intercom — conversation routing, auto-tagging, contact priority, and when new conversations are created.

Intercom Workspace Settings

Configure Intercom-specific workspace settings.

Intercom-Specific Settings

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