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After connecting Intercom, a Userplane sidebar app appears in your Intercom inbox. This app lets agents create recording links, view recordings, and associate them with conversations — all without leaving Intercom.
1

Open a conversation

Open a conversation in the Intercom inbox and click the Userplane sidebar app.

Userplane sidebar in Intercom

2

Fill in the link details

Click Create Link, select a project and domain from the dropdowns, then click Create.

Create link form in sidebar

3

Copy the link

The link is generated and ready to share. Copy it to your clipboard.

Link created in sidebar

4

Send to the customer

Paste the recording link into the conversation and send it to the customer.

Recording link sent to customer

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Viewing recordings

When a customer completes a recording, it appears in the conversation automatically.
1

Recording requested

The customer clicks the link and completes the recording. You receive a notification in the conversation.

Recording link received

2

Open the recording

Click the recording in the sidebar to view its details, or open it in Userplane for full playback.

Recording received in sidebar

3

Review the recording

Watch the video and inspect the captured data — console logs, network requests, user actions, and metadata.

Recording playback

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Conversation linking

Recordings created through the Intercom sidebar are automatically linked to the conversation. This makes it easy to find the recording later from either Userplane or Intercom.
1

Issue resolved

Once you’ve reviewed the recording and resolved the issue, close the conversation as normal.

Issue resolved

2

Post-resolution follow-up

The recording remains linked to the conversation for future reference.

Post-resolution workflow

Post-resolution follow-up

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Using Cmd+K instead

If you prefer keyboard shortcuts, you can also create recording links using the Intercom Cmd+K action menu. Press Cmd+K (or Ctrl+K on Windows), type Userplane, and follow the prompts. See Intercom Shortcuts for details.

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Requirements

  • The Intercom integration must be connected.
  • The agent must be a member of the Userplane workspace.