# Intercom

{% embed url="<https://www.youtube.com/watch?v=jxzyIdzRZnI>" %}

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.

{% hint style="info" %}
Jam for Intercom supports multiple channels, including **Intercom Messenger**, **email,** and **Slack**.
{% endhint %}

### Connect Intercom with Jam

1. In your Jam dashboard, go to **Settings → Connected Apps**
2. Select **Intercom**
3. Complete the authorization flow

Once connected, Jam becomes available inside your Intercom inbox.

<figure><img src="https://1990502200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FtAIPUIiSH7MWC0IHLJuD%2Fuploads%2Fywr9IQOjAnY7PgtuIszS%2FJamCSUP-1.gif?alt=media&#x26;token=f2b5ee76-1314-4190-b338-09483ce65c11" alt="" width="563"><figcaption></figcaption></figure>

### How to use Jam in Intercom

#### 1. Pin Jam in the sidebar

For quick access:

1. Open the Intercom inbox
2. Scroll to the bottom of the sidebar
3. Click **Edit apps**
4. Pin Jam and drag it to the top

This ensures agents can request recordings without switching tools.

<figure><img src="https://1990502200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FtAIPUIiSH7MWC0IHLJuD%2Fuploads%2FtHjogZq7Ng0RBjAKslUw%2FJamCSUP-2.gif?alt=media&#x26;token=7e780985-49b4-400e-a86a-6d2253d840d4" alt="" width="563"><figcaption><p><br></p></figcaption></figure>

***

#### 2. Request a Jam from Intercom

When a user reports an issue:

1. Open the conversation
2. Click the Jam app
3. Send a recording request

You can also use Intercom shortcuts to trigger Jam requests more quickly.

<figure><img src="https://1990502200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FtAIPUIiSH7MWC0IHLJuD%2Fuploads%2F5ljiFKFtMz1F7lSutcdV%2FCSUP-3.gif?alt=media&#x26;token=f8b748e1-3d21-4040-b90b-73d7e300f842" alt="" width="563"><figcaption><p><br></p></figcaption></figure>

{% hint style="info" %}
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.
{% endhint %}

***

#### 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
  * [Custom logs (e.g. userIDs) (Optional)](https://jam.dev/docs/~/revisions/KGF2tZQMBratsqSmjI16/administration/set-up-a-custom-recording-domain)
  * [Console logs and network requests](https://jam.dev/docs/~/revisions/KGF2tZQMBratsqSmjI16/administration/set-up-a-custom-recording-domain) [(Optional)](https://jam.dev/docs/~/revisions/KGF2tZQMBratsqSmjI16/administration/set-up-a-custom-recording-domain)

<figure><img src="https://1990502200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FtAIPUIiSH7MWC0IHLJuD%2Fuploads%2Fc2Ca7EpKgLVyTV4JBzg9%2FJamCSUP-4.png?alt=media&#x26;token=5793a560-a55f-45dd-b77c-d24a1b298594" alt="" width="563"><figcaption><p><br></p></figcaption></figure>

<figure><img src="https://1990502200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FtAIPUIiSH7MWC0IHLJuD%2Fuploads%2FbO05I3cqBr3g8AJPAM8p%2FJamCSUP-4.gif?alt=media&#x26;token=63dbed39-fc16-46d3-9c36-6a11b2f78768" alt="" width="563"><figcaption></figcaption></figure>

***

### 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.

<figure><img src="https://1990502200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FtAIPUIiSH7MWC0IHLJuD%2Fuploads%2FSQe7GYurgAmYvgTyRKN9%2FScreenshot%202026-03-03%20at%2003.36.00.png?alt=media&#x26;token=050060d6-3645-4b06-9b6b-108b64ffd217" alt=""><figcaption></figcaption></figure>

***

### 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.&#x20;

Agents can override these settings when sending a request.

<figure><img src="https://1990502200-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FtAIPUIiSH7MWC0IHLJuD%2Fuploads%2FeJnJzok1zdMcpggQUPkc%2FScreenshot%202026-03-03%20at%2003.36.32.png?alt=media&#x26;token=0a7540e0-6626-4b4c-9f99-556890575174" alt=""><figcaption></figcaption></figure>

#### **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:

1. Install Jam’s scripts on your site
2. Verify your domain in **Settings → Recording Domain**

→ See: [Set up a custom domain and logs for requested Jams](https://jam.dev/docs/administration/set-up-a-custom-recording-domain)

#### **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](https://jam.dev/docs/administration/set-up-a-custom-recording-domain)

#### 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](https://jam.dev/docs/request-a-jam/recording-links/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](https://jam.dev/docs/request-a-jam/intercom-fin-ai)

***

### FAQ

<details>

<summary>Does Jam work in email and Slack conversations?</summary>

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.

</details>

<details>

<summary>Where do Intercom recordings appear?</summary>

They appear:

* As a note inside the Intercom conversation
* In your Jam dashboard
* In the Jam for Intercom inbox view

</details>

<details>

<summary>Can agents override the default settings?</summary>

Yes.

Agents can override:

* Capture Logs URL
* Default Folder
* Default Message

When sending a recording request.

</details>

<details>

<summary>Why are console logs missing from my Intercom Jam?</summary>

Console logs are only captured if:

* A custom domain is connected
* Jam’s Recorder and Capture scripts are installed
* The verified domain is selected in Intercom settings

If no custom domain is selected, only screen recordings are captured.

</details>

<details>

<summary>Is sensitive information protected?</summary>

Yes.

Jam automatically blurs sensitive data before upload.

If using a custom domain, you can further customize blur behavior.

</details>


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