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Record is the most convenient ****customer-facing way to help your users share their issues with all the information you need by simply recording them. It helps you to cut the support handle time, and be more productive, focused, and efficient while making your user much happier and more understandable.

With Intercom integration, Record experience is faster, easier, and smoother by running everything from one place - your support OS.

Let's start! 🙂

Installation

1. Install Record app on Intercom

This set of steps can be done only by Intercom admin

  1. go to Record app page on Intercom's Appstore and click on install.
  2. for adding Record to the side widget on Intercom conversations windows - just click on edit apps on the right corner, and pin the Record app.

2. Sync your account

Can be done by all support agents with Intercom account, and needs to be done only once.

  1. open Record app on Intercom and click on Sign In.
![](<https://t3623824.p.clickup-attachments.com/t3623824/80f2f085-9739-4e5e-a396-8be53e932a46/image.png>)
  1. it will open a new tab for you to allow Record to read & write into your tickets.
![](<https://t3623824.p.clickup-attachments.com/t3623824/6ce9bf84-0ab9-4024-a463-7374af62a3f2/image.png>)
  1. then you'll automatically be redirected to Record dashboard. Login into your account.
    1. if you never signed up to Record - don't worry, you can do it directly from there 🙂.
![](<https://t3623824.p.clickup-attachments.com/t3623824/aef5e9a7-0936-4715-8bbb-f3b3bc0dfd31/Screenshot%202022-12-29%20at%2011.59.21.png>)
  1. Go back to Intercom ➝ and refresh.
  2. According to your Record account state, the app will let you know if there are more steps you need to complete (like implementing Record snippet or activate Domain).
![](<https://t3623824.p.clickup-attachments.com/t3623824/f1dcae71-c384-422e-8368-4b85a89adebe/image.png>)

![](<https://t3623824.p.clickup-attachments.com/t3623824/c0666f24-9b8c-43d7-ac54-5bbf605a550c/image.png>)
  1. after finish the configuration - you can start use Record!
![](<https://t3623824.p.clickup-attachments.com/t3623824/387af09a-b88b-4347-b8ad-58eda03ebef8/image-2.png>)

What does Record with the Intercom access rights?

People & Conversations

gives Record the ability to send the current user who asked for the record, and after the creation insert back right to the same ticket.

Teammates & Companies

allows Record to open new tickets with user's record.

Tags

gives Record the ability to insert new tags and topics that came up from the record.

Intercom app

gives Record the ability to read the data entered into Record Intercom app.

Best Practices

1. Directly from the ticket conversation

Can be done by any support agent with Intercom account

  1. Go to the ticket conversation of your choice.
  2. On the sidebar Apps - look for Record app.
  3. select the right domain for the customer.
  4. click on request record to ask your user to Record the issue.
![](<https://t3623824.p.clickup-attachments.com/t3623824/568c68c1-71d8-4198-a5c2-97ba46892ca3/image.png>)

![](<https://t3623824.p.clickup-attachments.com/t3623824/617d1e58-3889-4d83-bf29-690968683234/image.png>)
  1. After the customer will finish, you will see inside the ticket conversation the link to the recording as an answer from the customer.
![](<https://t3623824.p.clickup-attachments.com/t3623824/e1fe1d78-520a-4195-b692-295be523ab29/image.png>)

2. Trigger for creating a ticket

Needs a bit of technical knowledge

  1. Go to your Record account
  2. Go to Settings ➝ Integrations ➝ Intercom (should be connected already).
  3. Choose the right domain and copy the link.
  4. Whenever you want your customers to be able to record problem, open for them this link (for example on help button click).
  5. After a Customer will finish recording the problem, you will get a new ticket with the recording already inside the ticket from this customer.
![](<https://t3623824.p.clickup-attachments.com/t3623824/9db30e63-9fa1-443f-a3b6-b84a961240bb/image.png>)

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If you need more information or help with the implementation - please don't hesitate to reach us at [email protected]. We will be happy to help

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