Intercom Integration

Connect Recapt with Intercom to view session recordings directly within your customer conversations. Provide your support and sales teams with immediate context about user behavior.

Features

• Session Canvas: View sessions directly in Intercom conversations
• Automatic Matching: Sessions linked based on user email or ID
• Lead Identification: Automatically identify anonymous Intercom leads
• Real-Time Context: See what users are doing while you chat with them

Prerequisites

Before setting up the Intercom integration, ensure you have:

• A Recapt account with admin access
• An Intercom account with admin privileges
• Active session recording on your website

Setup Instructions

Step 1: Navigate to Integrations

1. Log in to your Recapt dashboard
2. Go to Settings > Integrations
3. Find Intercom in the integrations list
4. Click Connect

Step 2: Authorize Recapt

1. You'll be redirected to Intercom's authorization page
2. Log in to your Intercom account if prompted
3. Review the permissions Recapt is requesting
4. Click Authorize to complete the connection

Step 3: Configure the Integration

After authorization, configure your integration settings:

1. Verify the connection status shows "Connected"
2. Review the matched workspace information
3. Configure any additional settings as needed

Using the Intercom Canvas

Once connected, Recapt appears as a canvas app in your Intercom conversations.

Accessing the Canvas

1. Open a conversation in Intercom
2. Look for the Recapt app in the right panel
3. Click to expand and view session information

Session Information

The canvas displays:

• Recent Sessions: Sessions for the current contact
• Session Timeline: Key events from each session
• Page History: Pages the user visited
• Error Indicators: Console errors or warnings
• User Actions: Clicks, scrolls, and interactions

Automatic Lead Identification

When an anonymous Intercom lead starts a conversation:

1. Recapt attempts to match them with existing sessions
2. If a match is found, their sessions are displayed
3. Once the lead provides their email, sessions are linked permanently

Canvas Features

Session List

View all sessions for the current contact:

• Sessions sorted by date (most recent first)
• Quick preview of session details
• Click to open full session recording

Session Details

Expand a session to see:

• Full duration and active time
• Pages visited during the session
• Console errors and warnings
• Notable user events (rage clicks, dead clicks)

Quick Actions

From the canvas, you can:

• View Session: Open the full recording in Recapt
• Copy Link: Get a shareable session link
• View All Sessions: See complete session history

Webhooks and Events

The Intercom integration uses webhooks to:

• Receive notifications when new conversations start
• Match leads with existing Recapt sessions
• Update session associations when contacts are identified

Supported Events

Event	Description
contact.lead.added_email	When an anonymous lead provides their email
conversation.created	When a new conversation starts

Managing the Integration

Viewing Connection Status

1. Go to Settings > Integrations > Intercom
2. View connected workspace information
3. Check the last sync time and status

Reconnecting

If you need to refresh the connection:

1. Go to Settings > Integrations > Intercom
2. Click Reconnect
3. Complete the authorization flow again

Disconnecting

To remove the Intercom integration:

1. Go to Settings > Integrations > Intercom
2. Click Disconnect
3. Confirm the disconnection

After disconnecting:

• The Recapt canvas will no longer appear in Intercom
• Existing session data remains in Recapt
• You can reconnect at any time

Permissions

The Recapt Intercom integration requests these permissions:

Permission	Purpose
Read conversations	Access conversation context
Read contacts	Match contacts with sessions
Read workspace	Verify workspace configuration
Webhooks	Receive real-time events

Best Practices

Ensure User Identification

For optimal session matching:

1. Identify users in Recapt when they log in
2. Use the same email addresses as Intercom contacts
3. See User Identification for details

Use During Live Conversations

The integration is most valuable during live chats:

1. When a customer messages you, check the Recapt canvas
2. Look for recent sessions to understand their experience
3. Review any errors or issues they encountered
4. Provide more informed and empathetic support

Reference Sessions in Conversations

When discussing issues with customers:

• Mention specific observations from their session
• Reference timestamps for clarity
• Share session links internally for team discussion

Leverage for Sales Conversations

For sales teams using Intercom:

• See which features prospects explored
• Understand their level of engagement
• Identify potential pain points or interests
• Personalize your sales approach

Troubleshooting

Canvas Not Appearing

1. Verify the integration is connected in Recapt settings
2. Check that you're viewing a conversation (not the inbox list)
3. Refresh the Intercom page
4. Ensure your Intercom workspace matches the connected one

No Sessions Showing

1. Check Contact Email: Verify the contact's email matches session data
2. Check User Identification: Ensure users are identified in Recapt
3. Check Timing: Sessions need to be recorded before they appear
4. Check Organization: Verify the correct organization is connected

Sessions for Wrong Contact

If sessions appear to be mismatched:

1. Verify user identification is correct in your application
2. Check for shared devices or test accounts
3. Ensure email addresses are consistent

"Connection Error" Messages

1. The integration may need to be reconnected
2. Your Intercom permissions may have changed
3. Try disconnecting and reconnecting the integration

Privacy Considerations

• Session data is displayed in Intercom but stored in Recapt
• Intercom agents can see sessions for contacts they can access
• Obfuscated data remains obfuscated in the canvas
• Anonymous leads may have sessions displayed before identification
• Consider your data access and privacy policies