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Connect Userback with Intercom
Daniel Rae avatar
Written by Daniel Rae
Updated over a week ago

Streamline the collection of feedback and resolve your customers' issues faster by integrating Userback's widget with Intercom Inbox, Messenger, and Outbound Bots.

With Userback, your customers can easily report issues by drawing on the screen or recording a video, eliminating the need for time-consuming back-and-forth communication.

By connecting Userback with Intercom, you will be able to view the status of your customers' feedback, adding valuable context to your conversations and enhancing your customer support.

Connect Userback with Intercom so you can:

  • Enable customers to easily report issues by drawing on the screen or recording a video

  • Streamline your bot workflows and improve your customer’s experience

  • Reduce the back-and-forth communication with customers and resolve their issues faster

  • Improve your customer service by getting additional context with every interaction

  • Hide the Userback Feedback button in favor of the Intercom Chat bubble. Create a unified customer experience and eliminate widget clutter in your app or website.


Start by connecting Intercom with Userback

The Userback integration with Intercom is designed to connect your Userback workspace with your Intercom account, rather than a specific project. When a user submits feedback via Intercom, the feedback is sent to your Userback Workspace and is allocated to a project based on the Userback Widget installation location.

This short guide assumes you have already installed Intercom in your app or website If you'd like to learn more about how Userback and Intercom work together, please contact our helpful support team

1. Install the Userback app in the Intercom App Store

To get started, open the Intercom App Store and search for "Userback". Follow the simple steps provided to add the Userback app to Intercom.

2. Install the Userback Widget

Next, install the Userback Widget on your app or webpage by following the instructions provided in this article. Make sure that you've installed the Userback Widget code wherever the Intercom widget is installed.

3. Follow the guides below to activate Userback in Intercom

For more guidance, check out the helpful guides below to add Userback to your Intercom Messenger Home, Outbound Bots, Inbox, and Operators.

We recommend hiding the Userback Feedback button to provide a unified button experience, which also helps with Userback and Intercom competing for screen space.


Add Userback to the Intercom Messenger Inbox

With Userback and Intercom integrated into your customer support process, you can now easily collect valuable feedback from your customers without interrupting the conversation flow. This means you can have more meaningful interactions with your customers and provide them with a better experience overall.

One of the best things about this is the ability to see a user's past feedback from any project they've submitted feedback to. This feature can give you valuable context and help you better understand the user's needs, which can make a big difference when it comes to resolving their issues and building a long-term relationship with them.

  1. Find Userback in the Conversation App list - In the Intercom Messenger Inbox chat window, you'll see a list of conversation apps. Click on "Userback" to launch it.

  2. Configure the feedback button - You can customize the feedback button that your users will see. Adjust the feedback types the button requests, and tailor this around the context of the conversation and the person you're speaking to.

  3. Send the feedback button - Once you've configured the feedback button, you can send it to your user directly through the Intercom chat. Click on "Send" to insert the button into the conversation.

  4. Collect feedback - When your user clicks on the feedback button, they'll be taken to the Userback feedback widget where they can submit their feedback. You'll be able to see their feedback and details in your Userback dashboard, providing valuable context for resolving their issues and improving their experience.


Add Userback to the Intercom Messenger Home

By activating the Userback feedback buttons on your Intercom Messenger Home, you empower your customers to conveniently share their feedback by simply clicking on the designated button(s) located in the Intercom Messenger Home section.

Userback and Intercom
  1. Go to Intercom Messenger Home: Navigate to the Intercom Messenger Home section and click on the "Add an app" button.

  2. Fill in the available fields: Enter the relevant information in the fields provided. This includes the button label, URL, and any optional emojis. You can customize the button label to reflect the type of feedback you are collecting.

  3. Add Userback app to Intercom Messenger Home: Once you have added the Userback app to Intercom Messenger Home, use the drag-and-drop tabs to find the perfect spot for your feedback button. You can add as many buttons as you like, depending on the type of feedback you are collecting.

  4. Save and set live: Once you have positioned your feedback button(s), select "Save and set live" to make your Userback feedback buttons live on the Intercom Messenger Home section.


Add Userback to the Intercom Outbound Bots

Integrating Userback with your Intercom Outbound Bots is an efficient way to collect feedback from your customers without disrupting their chat experience. By adding Userback to your Outbound Bots, you can easily prompt customers to share their feedback by incorporating feedback buttons within automated messages. This allows you to gather valuable insights from your customers without requiring them to initiate a conversation.

Once a customer clicks on the Userback feedback button within the Outbound Bot message, they will be redirected to the Userback feedback widget where they can submit their feedback.

Userback and Intercom fields
  1. Create or edit a custom bot in Intercom's Outbound > Bot section. Choose a bot that you want to add Userback Feedback buttons to or create a new one.

  2. Add a reply button to your bot. This will be the button that customers click on to provide feedback.

  3. Create a new path for the reply button and select "Send an app". This is the action that will be triggered when the customer clicks on the reply button.

  4. Choose Userback from the list of available apps. This will allow you to create a new Userback feedback button that will be included in your bot reply.

  5. Fill in the necessary fields for your Userback feedback button, including the button label, and other relevant options. You can use plain language that clearly indicates what the button is for, such as "Report a bug" or "Suggest an improvement".

  6. Select "Complete setup" to finish adding a bot reply containing a Userback feedback button. This will save your changes and add the new Userback button to your bot reply.

  7. Try out your new bot reply to make sure that it's working correctly and collecting feedback as intended. You can also add more feedback buttons to your bot reply to collect feedback on other aspects of your business.


Frequently Asked Questions

Q: I'm seeing an error message that says "Widget code not found!" What should I do?

A: This error message means that you haven't installed the Userback Widget code yet. To fix this, follow Step 1 of the guide above and install the Userback Widget code on your website. Once the code is installed, the Userback Intercom app will be able to function properly.

Q: Can I hide the Userback Feedback button?

A: Yes, you can hide the Userback Feedback button if you prefer not to use it. Simply go to the Userback Widget Settings and select "Do not show the widget". This will disable the feedback button and allow you to prioritize feedback collection through Intercom.

Q: Can I filter feedback submitted via Intercom?

A: Yes, you can use the Source filter to filter feedback that was submitted via the Userback Intercom app. This allows you to easily identify and organize feedback that came through this integration. Additionally, the Source will be included in the feedback detail for easy reference.

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