Intercom

Get screen recordings from customers directly via Intercom chat. Quickly share a recording link on the chat and get a perfect bug report from the customer with auto-attached devtool logs.

How does BetterBugs + Intercom help in customer support

The BetterBugs app enables your customers to share a screen recording (via Intercom chat) of issues that they are facing through a simple recording link. With BetterBugs and Intercom integration, you’ll be able to:

• Get screen recordings of the issues directly from customers (your customers do not have to set up or download anything).

• Get the exact issue reproduction steps taken by the customer that triggered it.

• Get devtools information (console logs, network requests, and others) along with the recordings.

• Resolve support tickets way faster with perfect bug reports sent directly into your BetterBugs project.

What do you need to setup BetterBugs and Intercom

Once you create a BetterBugs account and integrate with Intercom:

• You DO NOT require any extra setup within BetterBugs to get only the screen recording via the recording link shared using Intercom. Simply integrate Intercom and you’re good to go.

• To get the screen recording + devtools logs of customer issues via a recording link, you’ll have to configure your own domain within BetterBugs to generate recording links that also capture devtool logs along with the screen recording

How to connect BetterBugs with Intercom to get screen recording from customers on chat

Steps to integrate BetterBugs with Intercom:

1

Open a Project in the BetterBugs Workspace

Log in to your BetterBugs account and open a BetterBugs project within a Workspace.

2

Open Project Settings

On the left sidebar, hover over the Project name and click the three (•••) dots to open Project Settings.

Note that the integration happens at the project level in BetterBugs.

3

Go to the Intercom card in the Integrations tab

Click the “Integrations” tab and go to the Intercom card.

4

Authorize BetterBugs for Intercom

Hit the “Connect” button and authorize BetterBugs with your Intercom app.

5

In your Intercom inbox, search for the BetterBugs app from the Edit apps and pin it for quick access

In the Intercom inbox, click the “Edit apps" option in the bottom right. You’ll see the BetterBugs app. Pin it to your sidebar and drag it to the top of other apps for quick access.

You're all set with the integration part.

How to use BetterBugs + Intercom

Here are the steps for it:

1

Request a screen recording from the user

When a customer sends a message in your chat about an issue that they’re facing, you can request the user to share a screen recording of the issue on the Intercom chat.

2

Generate and send the BetterBugs recording link.

You can generate and send the BetterBugs recording link on chat. Your customer will be prompted to record their screen.

3

Get the recorded session back when the recording is submitted

Once the customer finishes the recording and submits the bug report, the screen recording link will instantly be available in your Intercom chat as “BetterBugs Session”.

In the Intercom chat, you’ll also get notified when the:

• Recording is in progress.

• Recording is complete, but not yet submitted by the user.

• Recording has been submitted by the user + a link to the session recording.

The submitted recording gets nicely added to the BetterBugs project that you’ve connected with Intercom.