Our new Intercom integration lets you jump to a customer’s most recent FullStory session from within your Intercom dashboard, and puts a link to a customer’s Intercom profile in their FullStory user card.
Wait, what’s Intercom?
Intercom is a customer communication platform offering in-app chat, feedback gathering, and marketing tools to teams with a web, iOS or Android app.
We’ve often felt Intercom is the perfect complement to FullStory — we allow you to see and understand the impetus for a question or feedback rating you receive in Intercom, and Intercom allows you to open a direct line of communication with a customer you come across in FullStory. Next time you see someone rage click on your site, for example, check in with them instantly via an in-app conversation.
Truly a match made in customer experience heaven.
- Log in to FullStory
- Navigate to
Settings > Integrations & API Keys
- Click the
Add buttonnext to Intercom
- Click the
- Click Connect and the integration will be configured.
FullStory will now automatically pass new session URLs into Intercom on any page that is running both the FullStory and Intercom scripts. You’ll also get a link to your customers’ Intercom profiles when you view their user cards in FullStory.
Intercom to the rescue!
If your curious to see examples of how Intercom messaging combines with FullStory session replay, check out these case studies from Gather and Sixty:
- Gather eliminates back-and-forth in Intercom support requests by replaying the user experience in FullStory
- Sixty connects customer support requests from Intercom to session replays in FullStory
If you're using the FullStory and Intercom integration and want to share your story, please let us know.
Got questions? We have answers
If there’s anything you wish to see, or if you have any questions about set-up or using the new integration to the fullest, our Huggers are never more than a click away at firstname.lastname@example.org.
Do you use Intercom and FullStory? Let us know what you think about the new integration @fullstory on Twitter!