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When a customer completes a recording from a link created in an Intercom conversation, Userplane automatically posts an admin note to that conversation. This keeps the conversation thread up to date without any manual steps.

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What gets posted

The admin note includes a notification that the recording has been received and a direct link to view it in Userplane. Click the link to open the recording detail view with video playback, console logs, and network data.
Admin notes are only visible to your team — your customer won’t see them.

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How notifications are triggered

Intercom notifications are context-tied. Userplane posts a note when:
  1. A recording link was created from an Intercom conversation (via the inbox sidebar or Cmd+K shortcut), and
  2. The customer submits a recording using that link.
Links created outside of Intercom — such as from the Userplane dashboard or a reusable link — are not associated with a conversation and will not trigger an admin note.

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Enabling Intercom notifications

1

Open notification preferences

Go to Account Settings > Notifications.
2

Enable Intercom

Toggle Intercom on under Incoming Recordings.
The Intercom channel only appears if your workspace admin has connected the Intercom integration. If you do not see it, ask your admin to connect Intercom.

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Disabling Intercom notifications

1

Open notification preferences

Go to Account Settings > Notifications.
2

Disable Intercom

Toggle Intercom off under Incoming Recordings.

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Requirements

  • The Intercom integration must be connected by a workspace owner or admin.
  • The recording link must have been created from an Intercom conversation — links created elsewhere are not associated with a conversation and won’t trigger a note.