Automation · Customer service and scheduling
Answer on WhatsApp with your Intercom help center
An AI agent answers on WhatsApp with the articles of your Intercom help center and leaves the context in your team's conversation.
How do I make my WhatsApp answer with what I already wrote in my Intercom help center?
A Met connected to Intercom recognizes whoever writes on WhatsApp among your Intercom contacts, searches your help center for the article that answers their question and reads it before replying, so it does not improvise shipping, warranty or return policies. If the person already had an open conversation with your team in Intercom, the Met finds it and leaves an internal note with what they said on WhatsApp. Only your team sees the note; the reply to the customer goes out through Met's WhatsApp.
What starts it
When the customer writes
It starts when someone writes on WhatsApp with a question your help center already answers, such as shipping times, exchanges or warranties. There is no trigger to configure: the Met assigned to the line runs the procedure inside that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Support Met with a help center
Customer service team
This is not a named, seeded Met. It is the Met that already answers the company's WhatsApp, with Intercom connected. Its work ends when the person has an answer that comes from a real article and your team sees in Intercom what happened on WhatsApp.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Intercom Sell and serve
5 steps · 7 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Recognize the customer among your contacts
The Met looks the person up by phone or email among your Intercom contacts and opens their record with the attributes your team saved. If they do not show up, it keeps helping: the help center answer does not depend on them being a customer.
- 2
Find the article that answers the question
With the person's own words, the Met searches the Intercom help center. If it finds several articles, it picks the one about that topic and not the longest one. If it finds none, it says so and offers to hand the conversation to a person.
- 3
Read the article before replying
The Met opens the full article and answers with what it says, in a few lines and with the link when useful. It does not add conditions the article does not mention, because a policy stated wrong on WhatsApp becomes a promise.
- 4
Find the open conversation with your team
If the person had already written through another channel, the Met finds their open conversations in Intercom and opens the latest one to understand where it stood, before answering something different from what your team already told them.
- 5
Leave an internal note with what happened on WhatsApp
In that conversation, the Met adds an internal note with the question and the article it used. The note does not reach the customer and does not change the assignee, but it can reopen a snoozed conversation owned by someone else.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
-
Intercom connected in Met
In Met, go to Connections, search for Intercom, paste the access token of your Intercom app and tap Connect. The Intercom workspace must be hosted in the United States.
-
Published articles in your help center
The Met answers with what is already written. If your help center does not cover the topic, there is no article to cite and the conversation goes to a person.
-
A WhatsApp line with the Met assigned
Your company connects its WhatsApp Business API line in Met and assigns the Met that answers. The conversation with the customer happens there, not in Intercom.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
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It does not reply to the customer inside Intercom. The official server only writes internal notes; the visible reply goes out through Met's WhatsApp.
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It does not work with Intercom tickets. The internal note does not accept a ticket ID.
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It does not serve Intercom workspaces hosted in Europe or Australia: the connector uses the United States address.
FAQ
Questions about this automation
The Met does not make it up. It tells the person someone on the team will look into it and, if there is an open conversation in Intercom, leaves the note so they can pick it up.
No. Intercom shows the note only to your team and signs it with the admin who authorized the token. The customer only gets what the Met answers on WhatsApp.
Search can filter by state. The sensible setup is for the Met to answer only with published articles, which are the ones your team already reviewed.
Not to answer from the help center. Yes to find their conversation and leave the note for your team.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.