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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

Open the action menu

From a conversation in the Intercom inbox, press Cmd+K (Mac) or Ctrl+K (Windows) to open the action menu.
2

Find Userplane

Type Userplane to filter the list, then select Use Userplane and press Enter.

Userplane shortcut in Cmd+K menu

3

Fill in the link details

Select a project and domain from the dropdowns. Optionally edit the message to customer that accompanies the recording card.

Create link form via shortcut

4

Create and send

Click Create Link. A recording card is automatically inserted into the conversation. The customer sees a card they can click to start recording.

Recording link sent to customer

  • 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.

Link created confirmation

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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.

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 shortcut 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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When to use shortcuts vs. the sidebar app

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.