Intercom
Request screen recordings directly from Intercom and receive full technical context in Jam
Jam for Intercom allows your team to request screen recordings directly from Intercom conversations.
Agents can request recordings in one click, receive submissions inside the conversation, and access full technical context in Jam.
Jam for Intercom supports multiple channels, including Intercom Messenger, email, and Slack.
Connect Intercom with Jam
In your Jam dashboard, go to Settings → Connected Apps
Select Intercom
Complete the authorization flow
Once connected, Jam becomes available inside your Intercom inbox.
How to use Jam in Intercom
1. Pin Jam in the sidebar
For quick access:
Open the Intercom inbox
Scroll to the bottom of the sidebar
Click Edit apps
Pin Jam and drag it to the top
This ensures agents can request recordings without switching tools.
2. Request a Jam from Intercom
When a user reports an issue:
Open the conversation
Click the Jam app
Send a recording request
You can also use Intercom shortcuts to trigger Jam requests more quickly.
In email and Slack conversations, the Jam app cannot render directly inside the thread. In those cases, Jam sends the customer a direct recording link instead.
3. The workflow
What the user sees
A message asking them to record their screen
A link that opens the Jam recorder in their browser
A simple interface to start recording
Automatic upload when submitted
What the agent sees
A note added to the Intercom conversation
A link to the Jam recording with:
Screen recording
System metadata
Access your Jam Inbox
After connecting Intercom, a dedicated Jam for Intercom page appears in your Jam dashboard.
This page works as a centralized inbox for all recordings requested via Intercom.
From here, you can:
View all Intercom-requested Jams
See which teammate requested each recording
Filter and organize submissions
Access conversation context
This helps separate support recordings from internal Jams.
Configure your default settings
In the top-right corner of the Jam for Intercom page, you’ll find the configuration panel.
Any changes to this configuration will be applied for every intercom agent, helping you to standardize how agents request screen recordings.
Agents can override these settings when sending a request.
Capture Logs URL
This setting determines:
Where the customer is redirected to record
Where logs are captured from
If no custom domain is selected:
Screen recordings will still work
Console logs and network requests will not be included
Before selecting a domain here, you must:
Install Jam’s scripts on your site
Verify your domain in Settings → Recording Domain
→ See: Set up a custom domain and logs for requested Jams
Default Folder
Choose the folder where Intercom Jams will be saved.
This helps:
Keep support recordings organized
Separate Intercom Jams from internal bug reports
Maintain structured triage
Agents can override the folder when sending a request.
Default Message
This is the message sent when requesting a recording.
Default:
“Would you mind taking a screen recording of the issue to send along to our engineers?”
You can customize this to match your support tone and standardize communication across agents. Agents can edit the message before sending the screen recording request.
Capture Logs from Your Own Domain
By default, Intercom Jams capture screen recordings only.
To also collect:
Console logs
Network requests
User interaction events
You must connect a custom domain and install Jam’s Recorder and Capture scripts.
Once configured, logs are automatically attached to each Intercom-requested Jam.
→ See: Set up a custom domain and logs for requested Jams
Privacy & Data Protection
Jam automatically detects and blurs sensitive information during recordings.
Blurring happens directly in the browser before the recording is uploaded, ensuring sensitive data is protected.
Jam automatically detects and blurs:
Password fields
Credit card numbers
Social security numbers
Email addresses
API keys and tokens
Common sensitive patterns
This applies to all Intercom-requested recordings.
If you're using Jam on your own domain, you can further customize blur behavior.
→ See Auto-blur sensitive content in requested Jams
Using automated flows?
If you're looking to integrate Jam into your Fin workflow please follow this guide: How to integrate Jam with Fin
FAQ
Does Jam work in email and Slack conversations?
Yes.
In Messenger conversations, the Jam app renders directly in Intercom.
In email and Slack threads, Jam sends a recording link instead, since the app cannot render inside those channels.
Where do Intercom recordings appear?
They appear:
As a note inside the Intercom conversation
In your Jam dashboard
In the Jam for Intercom inbox view
Can agents override the default settings?
Yes.
Agents can override:
Capture Logs URL
Default Folder
Default Message
When sending a recording request.
Last updated
Was this helpful?