Zoho Books Extension for Intercom
Intercom is a customer communications platform that helps support teams manage and respond to customer conversations. With the Zoho Books extension installed in Intercom, your support agents can view a customer’s recent invoices, including amounts, due dates, and payment status, right in the Details section.
Scenario: Zylker is a software services company that uses Zoho Books to manage invoicing and track payments across their customer base. They use Intercom as their primary support platform, where agents handle all incoming customer conversations from a shared inbox. When a customer reaches out about an overdue invoice, the agent does not need to open Zoho Books in a separate tab. They select the conversation in Intercom, select the Zoho Books organization, enter the customer’s email in the Zoho Books section on the right, and view the invoice details, including the amount, due date, and payment status, right from the Details section.
How the Zoho Books Extension for Intercom Works
After you install the Zoho Books extension in your Intercom workspace, a Zoho Books section appears in the Details view of every conversation. When an agent opens a conversation, they select the Zoho Books organization and enter the customer’s email in the Zoho Books section. The extension retrieves that customer’s recent invoices from Zoho Books and displays the invoice amount, due date, and payment status.
For example, when a customer asks about a pending payment, the agent can select their Zoho Books organization, enter the customer’s email, and see the outstanding invoice details without leaving Intercom.
Benefits of Using the Extension
- View a customer’s recent invoices from within any Intercom conversation.
- Check invoice amounts, due dates, and payment status without switching tools.
- Respond to billing questions faster with invoice data in the Details section.
Set Up the Extension
You can install the Zoho Books extension directly from the Intercom App Store.
Prerequisites:
- An active Zoho Books organization.
- Admin access to your Intercom workspace.
To install the extension:
- Log in to your Intercom account.
- Click your Profile icon at the bottom of the left sidebar and select Settings.
- Go to Integrations and click App Store.
- Click the Search for an app bar and search for Zoho Books.
- Click the Zoho Books app from the search results and select Install now.
- In the page that appears, review the permissions Zoho Books requires to access your Intercom workspace. Select your Data host region from the dropdown and click Authorize access.
- You will be redirected to Zoho’s authorization page. Review the permissions the extension requires to access your Zoho Books data. This includes access to retrieve customers, contacts, invoices, and settings. Select the checkbox to confirm and click Accept.
The Zoho Books extension is now installed in your Intercom workspace.
View Customer Invoices
Once the extension is installed, agents can view a customer’s invoice details from any Intercom conversation.
To view customer invoices:
- Log in to your Intercom account.
- Click Inbox in the left sidebar.
- Click All to view all open conversations.
- Select the conversation from the customer whose invoice details you want to view.
- In the Details section on the right side of the conversation, find Zoho Books.
- Select your Zoho Books organization from the Select Organisation dropdown.
- Enter the customer’s Email ID in the field provided.
- Click the > icon next to the Email ID field to fetch the customer’s details.
The Zoho Books section will display the customer’s recent invoices, including invoice amounts, due dates, and payment status.
Uninstall the Extension
Uninstalling the extension removes the Zoho Books section from all Intercom conversations. Agents will not be able to view invoice details in Intercom.
To uninstall the extension:
- Log in to your Intercom account.
- Click your Profile icon at the bottom of the left sidebar and select Settings.
- Click Integrations and select App Store.
- Click Your installed apps under Manage in the left navigation.
- Locate Zoho Books in the list and click Uninstall.
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