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Intercom macros let agents insert pre-written responses into conversations with a single click. By adding a reusable recording link to a macro, agents can quickly request screen recordings without creating a new link each time.
1

Create a reusable recording link

In Userplane, create a reusable recording link. Choose the appropriate project and domain, enable the Reusable toggle, then copy the link URL.
2

Create or edit a macro in Intercom

In Intercom, create a new macro or edit an existing one.
3

Add the link to the macro message

Add a message that includes the recording link URL. For example:
Hi! To help us troubleshoot this issue, could you record a quick screen capture? Just click this link and follow the instructions: [reusable recording link]
4

Save the macro

Save the macro. It’s now ready for agents to use.

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Using the macro

1

Open a conversation

Open a conversation in the Intercom inbox.
2

Insert the macro

Open the macro menu and select your Userplane macro. The pre-written message with the recording link is inserted into the reply.
3

Send the message

Send the message. The customer clicks the link and records their screen.
Since the link is reusable, every customer who clicks it creates a separate recording. All recordings are tied to the same link and can be viewed from the Links page in Userplane.

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Viewing recordings

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

Recording received

The customer clicks the link and completes the recording. You receive a notification in the conversation.
2

Open the recording

Click the recording in the sidebar to view its details, or open it in Userplane for full playback.
3

Review the recording

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

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Attaching metadata via URL parameters

Since the recording link is reusable, every customer gets the same base URL. But you can inject dynamic context into each recording by appending the userplane-meta query parameter to the link in your macro. The link has two parts — a static base that stays the same across all uses, and a dynamic metadata suffix that changes per conversation. The metadata is attached to the recording, not the link, so each recording carries its own context even though they all share the same reusable link. Intercom macros support placeholder variables that are resolved at send time. You can use these placeholders in the userplane-meta parameter so that each conversation automatically injects the right values — ticket ID, customer name, assignee, or anything else Intercom exposes.
Tag every recording from this macro with a fixed source and macro name.
https://record.userplane.io/r/abc123?userplane-meta=source%3Dintercom,macro%3Dbug-report
This attaches source: intercom and macro: bug-report to each recording.
The metadata appears in the Info panel when reviewing the recording.
See Metadata SDK for the full URL parameter format.

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Conversation linking

Recordings created through the macro are automatically linked to the Intercom conversation. Because the metadata is injected dynamically via placeholders, each recording carries its own conversation context — even though they all come from the same reusable link.
1

Metadata attached

The metadata attached via the URL parameter is carried over to the recording. Your team can see it in the Info panel without asking the customer for any additional context.
2

Issue resolved

Once you’ve reviewed the recording and resolved the issue, close the conversation as normal.
3

Post-resolution follow-up

The recording remains linked to the conversation for future reference.

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Tips

  • Create separate macros for different projects or issue types, each with its own reusable link. - Include a brief explanation in the macro text so the customer knows what to expect. - Use a branded recording link (with a verified domain) for a more professional experience.