Skip to main content

Documentation Index

Fetch the complete documentation index at: https://jam.dev/docs/llms.txt

Use this file to discover all available pages before exploring further.

Jam for Intercom lets your support agents request screen recordings directly from Intercom conversations. Agents send a recording request in one click. The customer records without installing anything, and the resulting Jam (screen recording plus optional technical logs) appears as a note inside the conversation and in your Jam dashboard. Jam supports Intercom Messenger, email, and Slack channels.

​
Connect Intercom with Jam

1

Open Settings → Integrations

Go to Settings → Integrations.
2

Select Intercom

Click Intercom and complete the authorization flow.
3

Confirm connection

Once authorized, Jam becomes available inside your Intercom inbox.

​
Set up Jam in the Intercom sidebar

Pin Jam to the top of the Intercom sidebar so agents can request recordings without switching tools:
1

Open the Intercom inbox

Navigate to any conversation in your Intercom inbox.
2

Edit sidebar apps

Scroll to the bottom of the sidebar and click Edit apps.
3

Pin Jam

Find Jam in the list, pin it, and drag it to the top of the sidebar.

​
Request a Jam from Intercom

1

Open the conversation

Navigate to the customer conversation where you need a recording.
2

Click the Jam app

Select Jam from the sidebar or use an Intercom shortcut.
3

Send the recording request

Click to send. Jam sends the customer a message with a recording link.
In email and Slack conversations, the Jam app cannot render inside the thread. In those cases, Jam sends the customer a direct Recording Link instead.

​
What the customer 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 on submission

​
What the agent sees

After the customer submits:
  • A note added to the Intercom conversation
  • A link to the Jam recording, which includes:
    • Screen recording
    • System metadata
    • Console logs and network requests (if a custom domain is configured)
    • Custom logs such as user IDs (if configured)

​
Jam Inbox for Intercom

After connecting Intercom, a dedicated Jam for Intercom page appears in your Jam dashboard. This works as a centralized inbox for all recordings requested through Intercom. From the inbox you can:
  • View all Intercom-requested Jams
  • See which member requested each recording
  • Filter and organize submissions
  • Access conversation context

​
Configure default settings

In the top-right corner of the Jam for Intercom page, you’ll find the configuration panel. Changes here apply to all agents by default. Agents can override any setting when sending a request.

​
Capture Logs URL

This setting controls where the customer is redirected to record and where logs are captured from.
  • If no custom domain is selected, screen recordings still work but console logs and network requests are not included.
  • To enable log capture, install Jam’s scripts on your site and verify your domain in Settings → SDK.
See Set up a custom recording domain for the full setup guide.

​
Default folder

Choose the folder where Intercom Jams are saved. This keeps support recordings separate from internal bug reports and maintains structured triage.

​
Default message

Customize the message sent when requesting a recording. The default is:
“Would you mind taking a screen recording of the issue to send along to our engineers?”
Edit this to match your support tone. Agents can also edit the message before sending each request.

​
Intercom Fin AI integration

For Fin AI workflow integration, see Intercom Fin AI.

​
Privacy and data protection

Jam automatically blurs sensitive information in the browser before the recording is uploaded. This applies to all Intercom-requested recordings. Blurred data includes password fields, credit card numbers, social security numbers, email addresses, and API keys. If you use Jam on your own domain, you can further customize blur behavior. See Auto-blur sensitive content in requested Jams.

​
FAQ

Yes. In Messenger conversations, the Jam app renders directly inside Intercom. In email and Slack threads, Jam sends the customer a Recording Link instead, since the app cannot render inside those channels.
Recordings appear as a note inside the Intercom conversation, in your Jam dashboard, and in the Jam for Intercom inbox view.
Yes. Agents can override the Capture Logs URL, Default Folder, and Default Message when sending a recording request.
Console logs are only captured if a custom domain is connected, Jam’s Recorder and Capture scripts are installed, and the verified domain is selected in the Intercom settings. If no custom domain is selected, only the screen recording is captured.
Yes. Jam automatically blurs sensitive data in the browser before upload. If you use a custom domain, you can further customize blur behavior.
No. Jam for Intercom currently only supports Fin Workflows. Integration via Fin Tasks is not available.