Integrate Bug Capture with Intercom

Learn how to integrate with Intercom for faster and better testing and debugging

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

Before the Intercom integration is set up:

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. A lot of time spent on back-and-forth and waiting on each party to respond. A frustrating and suboptimal experience for both your user and your support agent.
   

After setting up the integration with Intercom:

1. User encounters an issue.
2. User clicks on the Bug Capture icon and auto-creates a Bug Capture session (with the option to add further information).
3. User uploads the session, which automatically opens up an Intercom chat room and sends a Bug Capture 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 Intercom and the Bug Capture 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.

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

Identity 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,
	},
})