Intercom assigns inbound calls using balanced assignment. It looks at when each teammate last received any conversation, phone or otherwise, and prioritises whoever has waited longest. When a call arrives you can click Answer or click Decline.
⚠️ Important: Voice calls need microphone permissions. Allow the browser prompt the first time you use the feature, and check your browser privacy settings are not blocking audio or microphone access.
What happens when you answer
Answering a call changes your status automatically, so you are not sent more work while you are talking.
Your status updates to Away, on a call.
When you end the call, your status stays as Away for two minutes, giving you time to wrap up any follow-up actions.
The call is assigned to you in your team's Phone inbox.
What happens when you decline
Declining passes the call on without losing it.
Intercom excludes you from the same call for five minutes.
The call is then assigned to the next available teammate.
When no teammate is available, the caller is asked to leave a voicemail.
Missed calls and voicemails go to the team's Missed Calls inbox, to be assigned manually.
📌 Note: A caller whose number does not match a user in Intercom is given an automatically generated name, for example, Amber Tree. Merge the lead into the user record once you know who you are speaking to.