How to connect Intercom to Twilio
Stop dealing with repetitive manual work. This guide shows you how to automatically Send SMS in Twilio whenever New Conversation happens inside Intercom.
Why automate this workflow?
Manual processes introduce delays and errors. With this automation you streamlined automated workflow. It runs 24/7 so your team never misses key context.
π‘ Pro tip: Start with a simple workflow, then add filters once validated.
Customer Support Communication Workflows
Here are proven ways teams connect Intercom with Twilio to eliminate manual work and reduce errors:
Ticket escalation
Route urgent or VIP tickets to a dedicated channel where senior support agents respond within minutes.
Resolution notifications
Notify account managers when their client's ticket is resolved so they can follow up.
SLA monitoring
Alert the team when a ticket approaches its SLA deadline to prevent breaches.
β‘ Advanced tip: Tag messages with ticket priority (π΄ Critical, π‘ Medium, π’ Low) so your team can triage at a glance.
Step-by-step implementation
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1
Create a scenario in Make.com
Sign up or log in. Click "Create a new scenario" and choose Intercom as the first module.
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2
Configure the trigger
Select New Conversation inside Intercom. Authorize your account and set any filters you need.
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3
Add the Twilio action
Choose "Send SMS" and map fields from the trigger. Test once and turn it on.
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4
Test and activate
Click "Run once" to test. If everything works, turn on your scenario.
Free vs Pro: Which Plan?
Free is great for testing. Pro is better for business.
Free Plan
$0/mo
- β 1,000 ops/month
- β 2 scenarios
- β 15-min interval
Pro Plan
$9/mo
- β 10,000+ ops/month
- β Unlimited scenarios
- β 1-min interval
FAQ
Is this integration free?
Yes. The free tier of most automation platforms supports a few hundred operations per monthβperfect for piloting.
Do I need to code?
No. Everything is handled via drag-and-drop builders. Advanced users can still inject custom logic if needed.
How long does setup take?
Most users complete setup in under 5 minutes.
What if automation fails?
Make.com logs all executions. You can see what went wrong and replay.