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When you connect Intercom, Userplane is added as an Intercom shortcut. Shortcuts let agents create recording links in seconds using the Cmd+K action menu, without navigating away from the current conversation.

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Opening the shortcut

1

Be in a conversation

Make sure you are in a conversation in the Intercom inbox.
2

Open the action menu

Press Cmd+K (Mac) or Ctrl+K (Windows) to open the action menu.
3

Find Userplane

Type Userplane to filter the list.
4

Select

Select Use Userplane and press Enter (or click it). The Userplane shortcut panel opens inline.
Once the shortcut panel is open:
  1. Select a project from the dropdown.
  2. Select a domain from the dropdown.
  3. Optionally edit the message to customer that accompanies the recording card.
  4. Click Create Link.
A recording card is automatically inserted into the conversation. The customer sees a card they can click to start recording.
  • You will see a confirmation with a link to the recording.
  • Click Create another link to start a new one, or Done to close.
  • The recording is linked to the current Intercom conversation and appears in your Userplane dashboard.

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When to use shortcuts vs. the sidebar app

Shortcut (Cmd+K)Sidebar app
AccessCmd+K from anywhere in a conversationClick Userplane in the conversation sidebar
Best forQuickly creating a single recording linkBrowsing existing recordings and creating links
SpeedFastest — keyboard-driven, no navigationSlightly more steps to open
Both surfaces use the same project and domain options, and both create the same recording links. Choose whichever fits your workflow.

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Requirements

  • The Intercom integration must be connected.
  • The agent must be a member of the Userplane workspace.
  • Domains must be verified to appear in the domain dropdown.