## Requirements

- This is a feature for paid plans
- Jam Intercom App installed in the Intercom workspace
- Web channel only (mobile not supported)
- Fin workflow configuration required

## How the integration works

The integration works by adding the Jam Intercom App directly to your Fin workflows, allowing you to prompt users for screen recordings at specific points in your customer support process.

## Adding Jam to your Fin workflow

You can add Jam as a step to prompt customers for screen recordings at the right moment in the conversation.

### Step 1: Access Your Fin Workflow

Navigate to your Fin workflow where you want to add Jam integration.

### Step 2: Set Channel to Web

Ensure your workflow channel is set to “Web”.

Jam for Intercom currently doesn’t support mobile devices. Make sure to set your workflow channel to Web.

### Step 3: Add Jam Step

1. Add a step

Click **Add step**.

2. Select Send an app

Choose **Send an app**.

3. Choose Jam

Pick **Jam** from the list of available apps.

4. Configure fields

- **Message**: the standard message that will accompany every Jam link.
   - **Opt out**: Check **Yes** to offer customers a choice between recording a Jam and providing text detail.

Only select **Yes** if you plan to configure Jam with webhooks. Otherwise, this setting has no impact.

5. Add the app to the workflow

Click **Request screen recording**.

## (Optional): Configure webhooks for more control

By default, Intercom doesn’t know whether a customer recorded a Jam or opted out. If you want to branch your workflow based on the customer’s choice, you can configure webhooks.

### 1. Add Wait for Webhook

After the Jam step, click Add step → Wait for Webhook.Edit the example text:

- Replace `example_key` with `event`.
- Replace the example value with `intercom.recorder.opted_out`.
- Add `payload` inside `data` with empty curly brackets `{}`.

Full example:

```
{
  "event": "some string",
  "payload": {}
}
```

Copy the Webhook URL (everything except for ”/<Conversation ID”).

The above webhook will only apply to this specific Intercom Workflow. You will need to set up a separate webhook for each Workflow you create.

### 2. Register the Webhook in Jam

Follow the instructions in the [Jam Webhooks documentation](/content/docs/webhooks/index.html) to configure your endpoint.

### 3. Add Branching Logic

Under the Wait for Webhook step, Add Step → Branches.Create two branches:

- **Branch 1:** event Is “intercom.recorder.recorded”
- **Branch 2:** event Is “intercom.recorder.opted_out”

## Design what happens after Jam

- If the customer recorded a Jam: assign a team member to review
- If the customer opted out: ask them to explain the issue via text

## Current limitations

Jam for Intercom can only be activated with Fin Workflows. Integration via Fin Tasks is currently not possible.