Built into your Intercom workflows
Octopods matches incoming messages across channels to existing Intercom users in real time, preventing duplicate contacts.
Keep your customer records clean
Contact matching helps you maintain clean customer records by preventing duplicates.
Keep full customer history
When a customer messages from a new channel or device, Octopods automatically matches them to their existing Intercom contact.
Avoid duplicate leads
Octopods matches inbound conversations to existing leads, which prevents multiple contact records for the same person. CRMs stay clean.
Work from one shared view
Teams have access to all synced contacts and their conversation history for smoother collaboration.
Different messaging channels, same contact
Even if the same customer messages you from WhatsApp, Facebook, & Instagram, you’ll have a single contact for them.
'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20offset='0'%20style='stop-color:%2309f'/%3e%3cstop%20offset='.6'%20style='stop-color:%23a033ff'/%3e%3cstop%20offset='.9'%20style='stop-color:%23ff5280'/%3e%3cstop%20offset='1'%20style='stop-color:%23ff7061'/%3e%3c/radialGradient%3e%3cpath%20fill='url(%23a)'%20d='M400%200C174.7%200%200%20165.1%200%20388c0%20116.6%2047.8%20217.4%20125.6%20287%206.5%205.8%2010.5%2014%2010.7%2022.8l2.2%2071.2a32%2032%200%200%200%2044.9%2028.3l79.4-35c6.7-3%2014.3-3.5%2021.4-1.6%2036.5%2010%2075.3%2015.4%20115.8%2015.4%20225.3%200%20400-165.1%20400-388S625.3%200%20400%200z'/%3e%3cpath%20fill='%23FFF'%20d='m159.8%20501.5%20117.5-186.4a60%2060%200%200%201%2086.8-16l93.5%2070.1a24%2024%200%200%200%2028.9-.1l126.2-95.8c16.8-12.8%2038.8%207.4%2027.6%2025.3L522.7%20484.9a60%2060%200%200%201-86.8%2016l-93.5-70.1a24%2024%200%200%200-28.9.1l-126.2%2095.8c-16.8%2012.8-38.8-7.3-27.5-25.2z'/%3e%3c/svg%3e)
%20-%20https://sketchapp.com%20--%3e%3ctitle%3eArtboard%3c/title%3e%3cdesc%3eCreated%20with%20Sketch.%3c/desc%3e%3cdefs%3e%3clinearGradient%20x1='50%25'%20y1='0%25'%20x2='50%25'%20y2='99.2583404%25'%20id='linearGradient-1'%3e%3cstop%20stop-color='%232AABEE'%20offset='0%25'%3e%3c/stop%3e%3cstop%20stop-color='%23229ED9'%20offset='100%25'%3e%3c/stop%3e%3c/linearGradient%3e%3c/defs%3e%3cg%20id='Artboard'%20stroke='none'%20stroke-width='1'%20fill='none'%20fill-rule='evenodd'%3e%3ccircle%20id='Oval'%20fill='url(%23linearGradient-1)'%20cx='500'%20cy='500'%20r='500'%3e%3c/circle%3e%3cpath%20d='M226.328419,494.722069%20C372.088573,431.216685%20469.284839,389.350049%20517.917216,369.122161%20C656.772535,311.36743%20685.625481,301.334815%20704.431427,301.003532%20C708.567621,300.93067%20717.815839,301.955743%20723.806446,306.816707%20C728.864797,310.92121%20730.256552,316.46581%20730.922551,320.357329%20C731.588551,324.248848%20732.417879,333.113828%20731.758626,340.040666%20C724.234007,419.102486%20691.675104,610.964674%20675.110982,699.515267%20C668.10208,736.984342%20654.301336,749.547532%20640.940618,750.777006%20C611.904684,753.448938%20589.856115,731.588035%20561.733393,713.153237%20C517.726886,684.306416%20492.866009,666.349181%20450.150074,638.200013%20C400.78442,605.66878%20432.786119,587.789048%20460.919462,558.568563%20C468.282091,550.921423%20596.21508,434.556479%20598.691227,424.000355%20C599.00091,422.680135%20599.288312,417.758981%20596.36474,415.160431%20C593.441168,412.561881%20589.126229,413.450484%20586.012448,414.157198%20C581.598758,415.158943%20511.297793,461.625274%20375.109553,553.556189%20C355.154858,567.258623%20337.080515,573.934908%20320.886524,573.585046%20C303.033948,573.199351%20268.692754,563.490928%20243.163606,555.192408%20C211.851067,545.013936%20186.964484,539.632504%20189.131547,522.346309%20C190.260287,513.342589%20202.659244,504.134509%20226.328419,494.722069%20Z'%20id='Path-3'%20fill='%23FFFFFF'%3e%3c/path%3e%3c/g%3e%3c/svg%3e)
Ways teams use contact matching
How contact matching prevents duplicate contacts and preserves conversation history in real customer scenarios.
Website lead returns on WhatsApp
A lead with a stored phone number messages on WhatsApp. Octopods matches them to their existing Intercom contact automatically, even if it’s their first time on this channel.
Repeat Telegram messages
Octopods creates a new Intercom contact for a first Telegram message. All future messages from that Telegram user are matched to the same contact, keeping conversation history intact.
Same customer, multiple channels
If a customer moves from WhatsApp to Telegram, Octopods creates a new contact for Telegram. Cross-channel matching only works if a shared identifier exists or contacts are manually merged.
What to expect
What this is
- Matches incoming messages to the correct Intercom contact
- Designed to prevent duplicate contacts
- Keeps all messages linked to the same Intercom contact across multiple channels
- Works alongside existing Intercom workflows
What this isn't
- Not a tool for merging contacts that already exist in Intercom
- Not a channel for sending messages
- Doesn’t create incorrect associations if identifiers are missing
- Doesn’t require agents to manually track identities
Built to work better together
Fin AI
Let Intercom’s AI handle conversations across channels before handing off to an agent
Inbox App
See customer info and the channel they’re talking from without opening an extra tab
Proactive messaging
Reach out to customers at the right moment without waiting for them to message you