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UserViewby Upscope

Documentation

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 co-browsing request through the chat to have a record of it.
  • Start a co-browsing session from Intercom.
  • View the co-browsing session whilst still on Intercom with picture-in-picture.
  • Get a summary of a session in the chat UI after the session ends.

Intercom/UserView Integration

How to Initiate a Session

Side Panel Widget

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

    Edit Apps

  2. You'll then see the 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 co-browsing request in the chat allows you to start the session from there, have a record of when it occurred, and receive a summary of the session.

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

    Shortcuts

  2. This will send a request through the chat, and once the user has approved, you'll receive an internal note with the link to co-browse.

Picture-in-Picture

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

Picture-in-Picture

Select picture-in-picture mode in the toolbar.

Toolbar

Post-Session Notes

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