Intercom

Help your users report bugs easily with our Intercom integration.

What does this integration offer?

Do your users have difficulty explaining issues they face when they reach out via Intercom?

The Bird SDK can supplement your customer support flows with Intercom. When your customers or end-users encounters an issue, they can simply click on the Bird icon, which can auto-create a Bird report. Once the user submits, it automatically opens the Intercom chat room, sending a Bird link. This allow your support agents to respond to the user right away.

Before Bird's Intercom integration:

1. User encounters an issue
2. User opens a chat and has to wait until an agent responds
3. Once an agent is online, the user then has to explain the issue
4. Agent usually asks for more info (screenshots, screen recording, etc.)
5. User then manually takes a screenshot and/or screen recording
6. User then uploads screenshots and/or screen recording in the Intercom chat room
7. A lot of time spent on back-and-forth and waiting on each party to respond
8. A frustrating and suboptimal experience for both your user and your support agent

After implementing Bird's Intercom integration:

1. User encounters an issue
2. User clicks on the Bird icon and auto-creates a Bird session (with the option to add further information)
3. User uploads the session, which automatically opens up an Intercom chat room and sends a Bird session link to your customer support team
4. Support agent receives a complete bug report and can take the necessary steps to respond and fix the issue

Prerequisites

Make sure you have Rollbar installed in your application and either Bird Eats Bug SDK installed in your application.

SDK Configuration

The following configuration will open Intercom and auto-send the Bird session link to customer support via Intercom after a session was uploaded.

window.birdeatsbug.setOptions({
	/* ...otherOptions, */
	integrations: {
		intercom: true,
	},
})

To allow users to submit an issue instantly to Intercom without the need to manually record a reproduction of what happened, also enable Instant Replay.

Limitations

WARNING

The Intercom integration currently does not work if Intercom is configured so that the user needs to interact with the widget before being able to type the message, as shown in the screenshot below:

Identify Verification

If you have Identity Verifcation enabled on Intercom, set window.intercomSettings.user_hash matching to the email of the user who uploaded the session.

window.birdeatsbug.setOptions({
	/* ...otherOptions, */
	ui: {
		previewScreen: {
			/* email input needs to be filled */
			email: 'required',
		},
	},
	hooks: {
		afterUpload: async function setIntercomUserHash({session}) {
			// the function getUserHashForEmail would probably have to make a call to your back end to get the hash
			const user_hash = await getUserHashForEmail(session.uploaderEmail)
			window.intercomSettings.user_hash = user_hash
		},
	},
	integrations: {
		intercom: true,
	},
})