Connect Intercom to Twilio and automate your tasks

Why integrate Intercom with Twilio

The Intercom to Twilio integration helps you sync data, automate manual tasks, and keep your stack aligned — without writing code.

Give your support team full Shopify context on every conversation

When a customer starts a conversation in Intercom, MESA pulls their Shopify order history, tags, and customer details into the thread. Your team responds with the full picture without switching between tools to find it.

Create and update Shopify customer records from Intercom conversations

When a new contact is created or a key detail is captured in Intercom, MESA writes it to the corresponding Shopify customer record. Your store and your support platform share a single view of every customer without periodic reconciliation.

Trigger Intercom messages from Shopify order and fulfillment events

When an order ships, a delivery is delayed, or a return is filed in Shopify, MESA sends the signal to Intercom and triggers the right message to the customer. Your proactive outreach runs on what actually happens in your store, not on a fixed schedule.

Send SMS notifications from Shopify order and fulfillment events

When an order is placed, shipped, or delivered in Shopify, MESA triggers the right Twilio SMS with the relevant details already populated. Your customers get accurate, timely messages on the channel they actually check without anyone manually initiating them.

Alert your team via SMS when a Shopify event needs immediate attention

When a high-value order comes in, a fulfillment exception occurs, or a VIP customer shows a churn signal, MESA sends a Twilio SMS to the right person on your team. Critical events reach the right person instantly without relying on someone checking email or Slack.

Trigger Shopify workflows from inbound Twilio SMS responses

When a customer replies to a Twilio message — confirming an order, requesting a change, responding to a survey — MESA reads the response and kicks off the corresponding action in Shopify. Your SMS channel becomes a two-way workflow trigger, not just an outbound notification pipe.

Build any Intercom and Twilio automation

MESA helps you connect apps to automate repetitive tasks. A trigger is an event that starts a workflow, and actions are the steps that occur when it's running.

Admin Initiated Message to User

Starts when an admin initiates a message to a user.

• Type
• Conversation ID
• Created At
• Updated At
• Conversation Source
• Conversation Contacts
• Assigned Admin
• Assigned Team
• State
• Priority
• Tags
• Custom Attributes

Contact Archived

Starts when a contact is archived.

• Contact ID
• Object Type
• Archived
• Archived At

Contact Deleted

Starts when a contact is deleted.

• Contact ID
• Object Type
• Deleted
• Deleted At
• Workspace ID
• External ID
• Email Address
• Name

Contact Email Updated

Starts when a contact's email is updated.

• Type
• Contact ID
• Workspace ID
• External ID
• Role
• Email Address
• Phone Number
• Name
• Avatar
• Owner
• Created At
• Updated At
• Signed Up At
• Last Seen At
• Location
• Custom Attributes
• Tags

Contact User Created

Starts when a contact user is created.

Contact User Updated

Starts when a contact user is updated.

Conversation Closed

Starts when a conversation is closed.

Conversation Opened

Starts when a conversation is opened.

Conversation Read

Starts when a conversation is read.

Message Received from User or Lead

Starts when a message is received from a user or lead.

• Message Type
• Message ID
• Conversation ID
• Message Content
• Message Channel
• Created At
• Message Author

Note Added to Conversation

Starts when a note is added to a conversation.

Reply Received from User or Lead

Starts when a user replies to a conversation.

Send SMS

Text a message to a phone number.

Archive Contact

Archive a contact.

• Type
• ID
• External ID

Attach Contact to Company

Associate a company with a contact.

• Type
• ID
• Name
• App ID
• Plan
• Company ID
• Remote Created At
• Created At
• Updated At
• Last Request At
• Size
• Website
• Industry
• Monthly Spend
• Session Count
• User Count
• Custom Attributes
• Tags
• Segments

Attach Tag to Ticket

Tag a ticket.

• Type
• ID
• Name
• Applied At
• Applied By

Create Contact

Create a contact.

• Role
• External ID
• Email
• Phone
• Name
• Avatar
• Signed Up At
• Last Seen At
• Owner ID
• Unsubscribed From Emails
• Custom Attributes

Create Note

Create a note.

• Body
• Admin ID

Create or Update Company

Create or update a company.

• Name
• Company ID
• Plan
• Size
• Website
• Industry
• Custom Attributes
• Remote Created At
• Monthly Spend

Create Ticket

Create a ticket.

• Ticket Type
• Contacts
• Company ID
• Created At
• Assignment

Delete Company

Remove a company.

• ID
• Object
• Deleted

Delete Contact

Remove a contact.

• Type
• ID
• External ID

Delete Ticket

Remove a ticket.

• ID
• Object
• Deleted

Detach Contact from Company

Detach a company from a contact.

Get List of Companies

Obtain a list of all companies.

Get List of Company's Contacts

Obtain a list of contacts that belong to a company.

• Type
• ID
• External ID
• Workspace ID
• Role
• Email
• Email Domain
• Phone
• Name
• Owner ID
• Has Hard Bounced
• Marked Email As Spam
• Unsubscribed From Emails
• Created At
• Updated At
• Signed Up At
• Last Seen At
• Last Replied At
• Last Contacted At
• Last Email Opened At
• Last Email Clicked At
• Language Override
• Browser
• Browser Version
• Browser Language
• Os
• Android App Name
• Android App Version
• Android Device
• Android Os Version
• Android Sdk Version
• Android Last Seen At
• Ios App Name
• Ios App Version
• Ios Device
• Ios Os Version
• Ios Sdk Version
• Ios Last Seen At
• Custom Attributes
• Avatar
• Tags
• Notes
• Companies
• Location
• Social Profiles

Get List of Company's Segments

Obtain a list of segments that belong to a company.

• Type
• ID
• Name
• Created At
• Updated At
• Person Type
• Count

Get List of Contact's Companies

Obtain a list of a contact's companies.

• Type
• Companies
• Total Count
• Pages

Get List of Contact's Notes

Obtain a list of notes associated to a contact.

• Type
• ID
• Created At
• Contact
• Author
• Body

Get List of Contact's Segments

Obtain a list of segments associated to a contact.

• Type
• ID
• Name
• Created At
• Updated At
• Person Type
• Count

Get List of Contact's Tags

Obtain a list of tags attached to a contact.

• Type
• ID
• Name
• Applied At
• Applied By

Get List of Contacts

Obtain a list of contacts.

Get List of Tickets

Obtain a list of tickets.

• Type
• Tickets
• Total Count
• Pages

Merge Lead and User

Combine a contact with a role of a lead into a contact with a role of a user.

Remove Tag from Ticket

Remove a tag from a ticket.

• Type
• ID
• Name
• Applied At
• Applied By

Reply to Ticket

Reply to a ticket with a message from an admin or on behalf of a contact, or with a note for admins.

• Type
• ID
• Part Type
• Body
• Created At
• Updated At
• Author
• Attachments
• Redacted

Retrieve Company

Grab all details about a company.

Retrieve Contact

Grab all details about a contact.

Retrieve Note

Grab all details about a note.

• Type
• ID
• Created At
• Contact
• Author
• Body

Retrieve Ticket

Grab all details about a ticket.

• Type
• ID
• Ticket ID
• Category
• Ticket Attributes
• Ticket State
• Ticket Type
• Contacts
• Admin Assignee ID
• Team Assignee ID
• Created At
• Updated At
• Open
• Snoozed Until
• Linked Objects
• Ticket Parts
• Is Shared

Scroll Over Companies

Iterate over all companies in a dataset.

Search for Contacts

Search for contacts.

• Type
• Data
• Total Count
• Pages

Unarchive Contact

Restore a previously archived contact.

• Type
• ID
• External ID

Update Contact

Modify a contact's details.

• Role
• External ID
• Email
• Phone
• Name
• Avatar
• Signed Up At
• Last Seen At
• Owner ID
• Unsubscribed From Emails
• Custom Attributes

Update Ticket

Modify a ticket's details.

• Ticket Attributes
• Ticket State ID
• Company ID
• Open
• Is Shared
• Snoozed Until
• Admin ID
• Assignee ID

Expert support included

MESA includes hands-on support from automation experts who know how to get things done.