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Turn on the screenshot feature in Intercom
Turn on the screenshot feature in Intercom
Learn how to enable the Upscope screenshot feature in Intercom to see what your user was doing before they started a chat.
Pardeep Kullar avatar
Written by Pardeep Kullar
Updated over a week ago

Past events can help you figure out what's happening in the present.

The customer will often type:

"Hey, I have a problem, it's not working"

... and then disappear.

Rather than asking them "Hi, are you seeing an error" and going back and forth for an hour, you can now see screenshots of how they came to the problem.

With this feature, you're able to see 5 screenshots of pages the user visited prior to starting a live chat.

This will help you diagnose problems without the need to start a full co-browsing session for every use case.

How you and your admin can turn on screenshots

Step 1: Your account owner needs to first enable the feature. Ask them to click on the button below to get started:

Step 2: Once enabled, each Intercom live chat agent should go to the top right of their Intercom and add the Upscope widget as shown in the image at the top.

Screenshots will appear for all new chats and you'll look like a genius by answering first time without needing to keep asking questions.

Troubleshooting tips:

  • Upscope screenshots will only work for new chats. You won't be able to view screenshots for older chats/chats started before the feature was enabled

  • You might see some messages to "contact developer" on the first day of usage but these should disappear after that

  • If you're testing it, please refresh the end user's browser before running a test

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