Intercom integration user guide

The Intercom/UserView integration allows you to:

• Get more context on what the user was doing before opening the chat through automated screenshots

• Send a cobrowsing request through the chat to have a record of it

• Start a cobrowsing session from Intercom

• View the cobrowsing session whilst still on Intercom with picture-in-picture

• Get a summary of a session in the chat UI after the session ends

How to initiate a session

Side panel widget

1. Make sure Upscope is visible by going into Edit apps on the chat UI.

2. You'll then see widget appear in the right-side panel. On new chats you'll see screenshots of previous pages the customer has been on.

Send a request in the chat

Sending a cobrowsing request in the chat means you can start the session from there as well as have a record of when it occurred and the summary of the session.

1. When you're speaking to a user, click on shortcuts.

2. This will send a request through the chat, and once the user has approved, you'll receive an internal not with the link to cobrowse.

Picture in picture

Continue the conversation by taking UserView with you back into Intercom using picture in picture.

Select picture-in-picture mode in the toolbar.

Post-session notes

After the session has ended, you'll get a note in the Intercom chat summarizing the details of the session.