Integrating with Intercom

Integrating with Intercom

Integrating with Intercom

V

V

V

1.0

1.0

1.0

-

-

-

Last edited on

Last edited on

Last edited on

Nov 7, 2023

Nov 7, 2023

Nov 7, 2023

Dummi integrates with Intercom to make receiving bug reports from inside your existing support channel easy.

Setting up Dummi in Intercom

  1. Install the Dummi app

Go to Intercom and ensure you are logged in.

From inside Intercom, go to the Intercom app store and search for 'Dummi', then install the app.


2. Add the Dummi app to your Intercom inbox

From inside any Intercom conversation, scroll to the bottom of the 'Details' section on the right-hand side of the screen and click ‘Edit Apps’.

Click the pin/thumbtack icon next to 'Dummi' in the list of available apps.

Once the app is pinned, the Dummi app will appear in the right-hand sidebar of Intercom. This will allow you to easily view the recording and analytics for issues reported through Dummi, as well as see any previous issues reported by the user. Clicking the report link will open it in Dummi, where you can view the full replay and additional details.

Receiving Bug Reports

Before following these steps, ensure you have installed the Dummi snippet in your code by following the steps in your Dummi settings.

Dummi will prompt your users to report their bugs from inside of the Intercom popup. Users will see a button that, once clicked, allows the user to submit the details of their issue.

There are three ways this button can be made to appear for the user, and you're able to choose which methods you prefer.

Option 1: On the initial Intercom pop-up screen (recommended)

This is the fastest and easiest way to get Dummi set up for your users. Your users will be presented with a 'Report a Bug' button after clicking the Intercom icon without needing to go through any additional flows in Intercom.

Option 2: Using an automation workflow

Automations in Intercom are very powerful, and Dummi can easily be set up to appear as your customer goes through certain workflows in Intercom.

Option 3: Manually send Dummi from the inbox (not recommended)

During a conversation with your user, you can send Dummi through the messenger.

This will send the customer the ‘Report a Bug' button where they can then submit the issue to you. Be aware that it's likely the session replay will not capture the moment the bug happened, but this may be useful if you just want limited information about the user's session.



© Dummi Limited 2023