# Intercom Fin for customer support

### What do you need to use this feature

To use this feature, you need: 

1. A [paid plan for BetterBugs](/dashboard/my-account/plans-and-usage.md) (**Team** or **Enterprise**)
2. [BetterBugs Intercom app](https://www.intercom.com/app-store/?app_package_code=betterbugs) installed in your Intercom Workspace
3. Fin AI Agent within Intercom to add custom workflow steps
4. Web Channel in Fin Agent (customer facing web chat interface)

### How does the Intercom Fin AI integration work

First, you need to [integrate BetterBugs and Intercom](/product-features/integrations/intercom.md). Once you’ve connected, the BetterBugs Intercom app can be plugged in with your Fin AI Agent workflow to handle customer queries.

Now, when a customer sends any message on your Fin-based support chat interface, based on the query or the issue that the customer faces, you can add a step within Fin Agent to auto-request a screen recording though a recording link (powered by **BetterBugs**). 

Once the user submits the screen recording, you can get the visual proof, complete context, and technical details of the user issue as a perfect bug report within your BetterBugs dashboard. And this enables Fin to gather maximum context and information in an automated way before the conversation gets transferred to a human support team member for further analysis and resolution.

{% hint style="info" %}
**IMPORTANT**: For getting auto-attached technical details (console logs, network request, and others) of customer issues along with the screen recording, you’ll have to [configure Recording links for your domain](/product-features/recording-links/recording-links-with-developer-logs.md).
{% endhint %}

### Steps to add BetterBugs Intercom app to your Fin workflow

Here’re the steps to create a workflow from scratch within Fin AI for BetterBugs Intercom app integration. You can follow similar steps to add the app to your existing workflow.

{% stepper %}
{% step %}

#### Open Fin AI Agent

In your Intercom app, click “**Fin AI Agent**”.
{% endstep %}

{% step %}

#### Create a new workflow

To create a new workflow, click **Workflows** > **+ New workflow** > **Create from scratch**

<div data-with-frame="true"><figure><img src="/files/uatT84vsDL1i3UZ2YWZp" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Select a trigger

For instance, select “**When customer sends their first message**”.

<div data-with-frame="true"><figure><img src="/files/Xb2Ho1ZiUhJxQjsuuqyd" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Set channel as web

For Channels, select “**Web**” (currently, iOS and Android not supported).

<div data-with-frame="true"><figure><img src="/files/ah0ijJTIjpKnBVR4uYCm" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Configure path(s) and select “Send an app”

Add custom messages and set rules for the path(s). Now, for the reply action, select “**Send an app**”.

<div data-with-frame="true"><figure><img src="/files/NK2MVIca2FvNBPqYDgMN" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Add BetterBugs app

Now, select the BetterBugs app from the list of options.

<div data-with-frame="true"><figure><img src="/files/Fv7HMS87ZHL11gkR9VdU" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Click “Configure”

{% hint style="info" %}
**NOTE**: This option will only show if you’ve already [set custom domain(s) for your recording links](/product-features/recording-links/recording-links-with-developer-logs.md) (to capture technical logs with the recording).
{% endhint %}

Next, click “**Configure**” to select a domain for capturing technical details.

<div data-with-frame="true"><figure><img src="/files/vrhMhbgo0ZzLcoSSNl1Y" alt="" width="545"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Select domain

Select a domain for your custom recording link.

<figure><img src="/files/wCqP7rsuI3PWfy8RfhjI" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

#### Finalize

This successfully adds the BetterBugs app to the Fin AI. Users can now automatically receive a request to “**Start Recording**” (coming from the BetterBugs app).

<figure><img src="/files/d4z1Z6sFd5hireG87Zbc" alt=""><figcaption></figcaption></figure>

From here, you can configure the next steps.
{% endstep %}
{% endstepper %}


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.betterbugs.io/product-features/recording-links/intercom-fin-for-customer-support.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.