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The Intercom integration lets your support team request and review screen recordings directly from Intercom conversations. Agents can create recording links, view recordings, and link them to conversations without switching tools.

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What the integration does

  • Installs a sidebar app in the Intercom inbox for creating links and viewing recordings.
  • Adds a Cmd+K shortcut so agents can type “Userplane” in the action menu to create recording links without navigating away from a conversation.
  • Associates recordings with Intercom conversations automatically.
  • Posts an admin note to the conversation when a customer completes a recording.
  • Supports using reusable recording links in Intercom macros.

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Connecting Intercom

There are two ways to connect Userplane to Intercom:
Only workspace owners and admins can connect the integration.
Install Userplane from the Intercom App Store, then create a new workspace during the authorization flow.
1

Install from Intercom

Find Userplane in the Intercom App Store and click Install.
2

Create a workspace

You’ll be prompted to create a new Userplane workspace as part of the setup.

Connect to Intercom

3

Authorize

Authorize the connection in Intercom. Userplane requests permissions to read conversations and manage the inbox sidebar app.

Authorize Intercom connection

4

Authorization complete

After authorization, your Intercom workspace is connected to Userplane.

Authorization successful

5

Invite teammates

Invite your support team to the Userplane workspace so they can use the integration.

Invite teammates

6

Review your setup

Confirm the integration is connected in your workspace settings.

Integration connected

7

Start using the integration

The Userplane app is now available in your Intercom inbox via the sidebar and macros.

Intercom sidebar app

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Permissions granted

When you authorize the Intercom connection, Userplane receives the following permissions:
  • Read conversation data to associate recordings with conversations.
  • Install and manage the inbox sidebar app.

Integrations — connected

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Disconnecting Intercom

1

Open Integrations settings

Go to Workspace Settings > Integrations.

Integrations — connected

2

Click Disconnect

Click Disconnect next to Intercom and confirm.
Disconnecting removes the sidebar app from Intercom. Existing recordings and links are preserved.