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You’re the one talking to customers. This guide gets you from zero to sending your first recording request — without leaving Intercom.

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What you’ll be able to do

  • Send recording links to customers directly from Intercom conversations
  • Review screen recordings with console logs and network data alongside the video
  • Use shortcuts and macros to request recordings in seconds

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Step 1: Join your workspace

Your workspace admin will send you an invite link via email. Click it to create your account and join the workspace. If you haven’t received an invite, ask your admin to send one from Workspace Settings > Team.
If your company has domain whitelisting enabled, you may be able to join directly with your work email — no invite needed.

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Step 2: Find Userplane in Intercom

Userplane lives in your Intercom inbox as a sidebar app. To pin it:
1

Open any conversation in Intercom

Go to your Intercom inbox and open a customer conversation.
2

Open the Apps panel

Click Edit app in the right sidebar to see available apps.
3

Pin Userplane

Find Userplane in the list and pin it so it’s always visible in the sidebar.

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Step 3: Request a recording from a customer

1

Open a conversation

Go to the Intercom conversation where the customer is reporting an issue.
2

Create a recording link

In the Userplane sidebar app, click Create Link. Choose a project, add a reference (like a ticket number), and click Create.
3

Send the link

Copy the link and paste it into the conversation — or use an Intercom shortcut to insert it in one click.
4

Customer records

The customer clicks the link, records their screen, and submits. No installs required on their end.
Use Intercom Shortcuts (Cmd+K / Ctrl+K) to insert a recording link into the conversation without opening the sidebar. See Intercom Shortcuts for setup.

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Step 4: Review the recording

Once the customer submits, you’ll see the recording appear in Userplane — both in the Intercom sidebar and in the Userplane dashboard.
1

Open the recording

In the Intercom sidebar, click the recording thumbnail to open it. Or go to Recordings in the dashboard.
2

Watch the session

The video plays back exactly what the customer saw. Use the timeline scrubber to jump to specific moments.
3

Inspect the details

Use the tabs on the right to dig deeper:
TabWhat it shows
InfoCustomer notes, browser, OS, and page URL
ConsoleJavaScript errors and warnings
NetworkHTTP requests with status codes
ActionsClicks, inputs, and page navigations
4

Use Issue Analyzer

Click Analyze to automatically surface the most likely root cause from the session data — useful for handing off to your engineering team.

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Speed up your workflow

  • Macros — embed reusable recording links in Intercom macros so you can request recordings with one click. See Intercom Macros.
  • Shortcuts — use Cmd+K inside a conversation to insert a link instantly. See Intercom Shortcuts.
  • Projects — organize recordings by product area, customer tier, or issue type. See Projects.

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Next steps

Reviewing Recordings

Learn all the tools available in the recording detail view

Sharing Recordings

Share recordings with teammates or export for engineering handoffs

Intercom Integration

Full guide to using Userplane from inside Intercom

Issue Analyzer

Automatically surface root causes from session data