Feederloop Knowledge Base

# Intercom

https://www.intercom.com/ (opens new window)

The Intercom integration allows you to join a customer's session directly from a live chat. It also allows customers to request a video call with you.

While chatting with a customer, a button to join the customer's session in Feederloop will be displayed in the side panel.

Once you've joined the customer's session, you'll have access to all of Feederloop's features such as screen sharing, co-browsing and video chat without the customer ever leaving your website.

Important

An active Intercom and Feederloop account is required.

Please ensure the Feederloop widget is installed correctly on your website as per the instructions found here.

# Integration Steps

There are 2 ways to activate the Intercom integration. The first method should be followed if you are a new Feederloop customer who does not already have an account. The second method should be followed if you already have a Feederloop account.

# Method 1

Please follow the below steps if you are a new Feederloop customer who does not already have an account.

  1. Navigate to the Feederloop listing in the Intercom app store. Here is a direct link (opens new window).
  2. Click Install.
  3. Follow the prompts to authorize the Feederloop app to access your Intercom account.
  4. Check your email for a link to activate your account.
  5. Install the Feederloop widget on your website. Instructions found here.

# Method 2

Please follow the below steps if you are an existing Feederloop customer who has not already activated the Intercom integration.

  1. Login to Feederloop here: https://app.feederloop.com (opens new window)
  2. Navigate to Admin > Integration
  3. Click setup on the Intercom card.
  4. Follow the prompts to authorize the Feederloop app to access your Intercom account.
  5. Install the Feederloop widget on your website if you have not done so already. Instructions found here.

# Usage

There are 2 methods of using the integration from Intercom.

# Method 1 - Join the customer's session

A link to join a customer's session can be added to the Intercom conversation page. To do so, click the “Customize” button at the top right of the conversation page, click the “Show more” button, and select Feederloop from the list.

Intercom installation

Once added, you’ll see a button labelled "Join in Feederloop". Clicking the button opens a new tab and immediately joins the customer's session.

Intercom join

# Method 2 - Send the customer a call request

While in a live chat, you can send the customer a call request by clicking the Feederloop icon at the bottom of the Intercom chat text input. If the icon is missing, you may need to click the "Add an App" button and select Feederloop from the list.

Intercom send

When you send the message, the customer will see a call request button on their end. If they click the button, you will be connected to their session in the Feederloop dashboard.

← Drift →