Configuring Your Integration Settings

After successfully setting up the Intercom integration with Maqsam, you can customize how the integration works to suit your workflow. Below are the configuration options available:

Call Logging Options for All Call Types and Directions Configuration

• Choose which types of calls should be logged into Intercom by enabling the toggle beside each call direction or type.

• Choose how you want these calls to be logged:

• Logged as a note on the last open conversation: This will add a note to the last open conversation with the contact in Intercom.

• Logged as a new conversation: This will create a new conversation in Intercom for each inbound call.

• You can also define when to create conversations for inbound and campaign calls:

• Create conversations for all calls

• Create conversations for serviced calls only

• Create conversations for unserviced calls only

• Don’t create conversations for unserviced calls and allow agents to manually create conversations for serviced calls

• Create conversations automatically for unserviced calls and allow agents to manually create conversations for serviced calls

• As for outbound calls:

• Create conversations for all calls.

• Create conversations by default but allow agents to not create conversations for specific calls: Automatically creates conversations for calls, but agents have the flexibility to choose to archive the conversation for certain calls.

• Don’t create conversations by default but allow agents to create conversations for specific calls: Conversations are not created automatically. However, agents can manually create conversations for specific calls when needed.

Advanced Settings Configuration

Under Advanced Settings, you can further customize the synchronization of call details between Maqsam and Intercom:

• Sync Call Tags from Maqsam to Intercom: Enable this to automatically sync any tags applied to calls in Maqsam to their associated Intercom conversation.

• Sync Call Transcription and Summary: Enable this to automatically sync call transcriptions and summaries from Maqsam to Intercom conversations.

• Sync Call Sentiment from Maqsam to Intercom: Enable this to automatically sync the detected call sentiment to Intercom conversations.

• Sync Contacts Between Maqsam and Intercom: When syncing new and updated contact information from Intercom to Maqsam, you have two options for handling duplicate contacts:

• Merge Duplicates: This option merges duplicate contacts into a single, updated contact as it appears in Intercom. It ensures that the most recent information from Intercom is reflected in Maqsam.

• Keep Existing: This option skips merging duplicates and retains the original contact information in Maqsam. Existing contact details in Maqsam remain unchanged, even if duplicates are found in Intercom.
  
  These options allow you to manage contact information effectively and avoid duplicates according to your preference.

After setting up the desired configurations, click on Update to save the settings.