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 can 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:
Allow customers to easily report issues by drawing on the screen or recording a video.
Streamline bot workflows and improve customer experience.
Reduce back-and-forth communication with customers and resolve issues faster.
Improve customer service by getting additional context with every interaction.
Hide the Userback Feedback button in favor of the Intercom widget.
Start by connecting Intercom with Userback
The Userback integration with Intercom connects your Userback workspace to your Intercom account, rather than a specific project.
When a user submits feedback via Intercom, the feedback is sent to your Userback project based on the Userback widget installation and domain settings.
1. Install the Userback app in the Intercom App Store
Open the Intercom App Store and search for "Userback". Follow the simple steps provided to add the Userback app to Intercom.
2. Add Userback code
Add the Userback code to 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 collect feedback from your customers without interrupting the conversation.
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.
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.
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.
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
Adding Userback to your Intercom Messenger Home will let customers easily give you feedback directly from the home page. The screenshot below shows a button used for ideas or feature requests.
Go to Intercom Messenger Home: Navigate to the Intercom Messenger Home section and click on the "Add an app" button.
Fill in the available fields: 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.
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.
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
By adding Userback to your Outbound Bots, you can prompt customers to share their feedback or report bugs by prompting for feedback within bot flows.
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.
Add a reply button to your bot. This will be the button that customers click on to provide feedback.
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.
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.
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".
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.
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 Targeting 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.