Intercom Fin AI & Jam
Intercom Fin is an AI assistant that can handle customer conversations automatically. While Fin operates as an AI, you can build custom workflows and integrate Fin with your existing processes.
Requirements
✅ This is a feature for paid plans ✅ Jam Intercom App installed in the Intercom workspace ✅ Web channel only (mobile not supported) ✅ Fin workflow configuration required
How the Integration Works
The integration works by adding the Jam Intercom App directly to your Fin workflows, allowing you to prompt users for screen recordings at specific points in your customer support process. For example, you could place Jam before Fin starts to gather context, or before handing off the conversation to a human agent.
Adding Jam to Your Fin Workflow
You can add Jam as a step to prompt customers for screen recordings at the right moment in the conversation. This can be done with a simple drop-in app step for quick setup, or combined with webhooks if you need more control and want Intercom to branch the workflow depending on whether the customer recorded or opted out.
Step 1: Access Your Fin Workflow
Navigate to your Fin workflow where you want to add Jam integration.
Step 2: Set Channel to Web
Ensure your workflow channel is set to "Web".
Step 3: Add Jam Step
At any point in your Fin workflow, you can add a new step:
Click "Add step"
Select "Send an app"
Choose "Jam" from the list of available apps
When adding the Jam step, you’ll need to configure some fields:
Message:t his is the standard message that will accompany every Jam link. Consider how you want to introduce this request to your end customer so that they understand the purpose of recording their screen with Jam.
Opt out: Check Yes or No. Clicking Yes will provide your end customer with two paths to move forward: one will be to record a Jam. The other will be to provide more issue detail by typing their response. Jam provides two options to ensure your end customers can pursue a solution through their preferred method of communication. If you prefer that end customers only have the option to record a Jam, select No.
Click "Request screen recording" to add the app to the workflow
(Optional): Configure Webhooks for More Control
By default, Intercom doesn’t know whether a customer recorded a Jam or opted out. If you want to branch your workflow based on the customer’s choice, you can configure webhooks.
1. Add Wait for Webhook
After the Jam step, click Add step → Wait for Webhook.
In the resulting menu that opens, you should see an Example Request.
Edit the example text in the following two ways. Then click Preview.
“example_key” -> “event”
“example value (please edit)” -> “intercom.recorder.opted_out”
Next, provide a title for your webhook for easier reference later on. You can edit it by clicking into the bolded text in the view you’re currently in. It should be directly to the left of the Save and Close button.
Lastly, copy the Webhook URL. Copy everything except for the ending characters: “/<Conversation ID>”.
Click Save and Close. Note: your view should look like the below screenshot.
the above webhook will only apply to this specific Intercom Workflow. You will need to set up a separate webhook for each Workflow you create.
2. Register the Webhook in Jam
Once you have the Webhook URL, you’ll need to register it in Jam so the events can flow correctly.
Follow the instructions in the Jam Webhooks documentation to configure your endpoint and paste this URL into the Endpoint URL field.
3. Add Branching Logic
Return to Intercom. At this point, we are ready to tell the workflow what next step should be taken based on the choice your end customer makes (either they Recorded a Jam, or opted to explain via text).
Under the Wait for Webhook step you added, click Add Step.
Type Branches and select the resulting option as shown below.
Under Branches, we will create two branches.
Click on the Missing Condition, then Add condition.
Type Event in the Search data box. Then, select your “> event”. It should appear as an option with the webhook you created earlier.
Select “Is”, then type the following in the open box:
intercom.recorder.recorded.Click Done -> Save and Continue.
Click Add branch.
Repeat the same process starting with clicking into Missing Condition.
When you set the “Is” value, type
intercom.recorder.opted_out.Click Done -> Save and Continue.
Design what happens after Jam
Now that Intercom can understand what your customer chose to do when prompted with Jam, you must decide what action we should take next. Our recommendation is as follows:
If the customer recorded a Jam, assign a team member to review.
Click the red arrow next to the branch entitled
intercom.recorder.recorded.Select Message.
Include a message that signifies your team is reviewing the Jam recording and that you will respond shortly.
If the customer opts to submit their issue via text instead of recording a Jam.
Click the red arrow next to the branch entitled
intercom.recorder.opted_out.Select Message.
Include a message that signifies the customer will need to explain the issue.
Then, click Add Step.
Click Collect customer reply.
Next, click the red arrow to add another step in your workflow. At this stage, we’d advise that you Assign a team member, like shown in the first workflow outlined above.
Current Limitations
For now, Jam for Intercom can only be activated with Fin Workflows, integration via Fin Tasks is currently not possible.
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