You can implement SMS automation and send SMS responses to customers from your Intercom Help Desk conversations using TextPeak integrations.

Creating an Automation

To set up SMS notifications from your Intercom Help Desk, complete the following steps:

1. Install the CommPeak app from its Intercom App Store page
2. In your Intercom Help Desk, create an automation.

Step 1: App Installation

To install the CommPeak app, select one of the following options:

Option 1. Installation from Intercom App Store

1. Open the CommPeak product page. Alternatively, go to the Intercom App Store and scroll down to search for the CommPeak app or use the search functionality.

   

2. Click Sign in to install.

3. Sign in to your Intercom account and click to install the app.

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NOTE

If working in a team, you might need to send a request to install the app:

1. Click Request install.
2. In the new window, click to select the admin and then click Send email to send the request.

Option 2. Installation from Intercom Inbox

1. In your Intercom Help Desk Inbox, go to the Details sidebar on the right; scroll down and click Edit apps.

2. Check the list that expands, and click on the pin icon next to CommPeak to add the tab to Details.

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NOTE

If it is not on the list, click Get more in the app store to open the Intercom App Store and proceed as described in this section.

Option 3. Installation From CommPeak TextPeak Integrations

1. Log in to TextPeak in your browser.

2. Select Integrations in the main menu on the left.

   

3. Click Set New Connection in the top right of the Integrations page.

   

4. Select Intercom in the pop-up window.

   

5. Sign in to your Intercom account and proceed with installing the app as described in this section.

Step 2: Creating an Automation

After the CommPeak tab is added to the Details tab, do the following:

1. Expand the TextPeak tab and complete the SMS sending form:

• In the From field, select a sender from the drop-down list. It contains the approved Sender IDs from your TextPeak account.
• Enter the contact's phone number in the To field.
• Write your message in the Message field.

2. Click Send.
3. The system will send your message and add a confirmation about that as a note within the conversation.