How to use Upscope with Intercom
See what your customer sees and guide them using the Upscope Co-browsing app for Intercom.
Before you install the app
Now you're ready to install the Upscope Intercom app from the Intercom app store and begin screen share sessions directly from within a chat.
Install the Upscope App from the Intercom app store
Upscope has an official Intercom app.
Make sure you are the owner or have permissions to change settings within Upscope. How to give access to other team members
3. Request authorization to screenshare via the actual chat by clicking on the apps icon.
Within every intercom chat there's an apps icon at the bottom as shown below. Click that and you'll see the Upscope app.
Once you click on the Upscope app, the customer is sent the following request within the chat which they click to give you permission to begin screen sharing.
4. After the user accepts, you will receive an internal note with a link that will take you to their screen in another tab.
Intercom Integration Troubleshooting
Below we've listed some key points on fixing common issues with Upscope's Intercom integration.
1. Reload Intercom and ask the customer to reload their page
Intercom will need to be reloaded after you add a new attribute. Make sure you and all your agents reload the intercom app.
2. Make sure the code is on the page you wish to screen share on
3. Check whether Upscope sees intercom
After the page has loaded, open up the inspector / console. Then type the following:
An alert should open up with the word
intercom in it.
The alert does not have intercom in it.
If the alert has the word
null in it, you will need to ensure that the Upscope code snippet is loaded after Intercom. All you need to do is paste our code below Intercom's.
If the alert has any other word in it, you might have multiple live chat systems installed on your website. Please get in touch with our team for help.
4. Take a look at the console log
On your page, open the console / inspector and type the following.
localStorage.debug = 'upscope:integrations'
Then, reload the page while keeping the console open. You should see debugging information about the integration.
5. Contact our team
If none of the above fixed the problem, you will need to contact our team through intercom or at email@example.com.
Please provide a way for our tech team to access the page you are attempting to integrate Upscope and Intercom on, as we wouldn't be able to assist you otherwise. If you can't provide access, please provide a pastebin link with the code that loads both Intercom and Upscope.