Intercom Integration Overview

SendSafely for Intercom allows agents to securely request and receive sensitive files from customers using the SendSafely Dropzone. SendSafely for Intercom is available to subscribers on the SendSafely Enterprise plan.

SendSafely offers two integration options with Intercom:

SendSafely App for Intercom

• Adds seamless secure file upload capability to conversations taking place using Intercom Messenger. Customers share sensitive data within the messenger interface, never having to leave the conversation.
• The app is contained entirely within Intercom and requires no additional app configuration or hosting.

Dropzone Connector for Intercom 

• Similar functionality to the Sheet app above, however, customers upload files to a SendSafely Hosted Dropzone instead of uploading in the messenger interface.
• Provides support for both Intercom tickets and conversations. 
• Links to uploaded files are posted to the appropriate Intercom ticket.

In this article, we provide an overview of how you can use each of these components to securely exchange files with your customers using Intercom with SendSafely. 

SendSafely App for Intercom

The SendSafely App for Intercom lets customers share sensitive data with agents directly from the Messenger interface. Agents request files by inserting a secure upload button into the reply window. Customers click the button to launch the SendSafely Dropzone, where they can upload files directly from the Messenger conversation.

Steps:

Once the app is installed and configured, SendSafely is added to the shortcuts menu in the agent reply editor:

Agents select the "Use SendSafely" option from the actions menu to insert the Secure Upload app directly into a conversation.

When selected, a button is inserted that reads “Open Secure Upload”.  This allows end-users to upload files to the conversation using a SendSafely Dropzone. 

On the other side of the conversation, customers click the button then securely upload files to the SendSafely Dropzone, without ever leaving Intercom.

After clicking submit, the button transitions to “Upload Complete” state. Agents click the Upload Complete button to view or download files in the SendSafely web portal.

Dropzone Connector for Intercom

For conversations happening outside of the Messenger (over email, for example) agents can send customers a direct link to the SendSafely Hosted Dropzone. After files are uploaded, the Dropzone Connector posts a notification back to the Intercom ticket that includes a direct link to the files. The Hosted Dropzone works with both tickets and conversations.

Steps:

Agents use an Intercom Macro + Custom Action to auto-generate a link to the SendSafely Dropzone, specific to the customer and Intercom ticket/conversation ID. This link is posted to the conversation.

Clicking the link, customers are routed to the Dropzone, hosted on your SendSafely web portal. Customers securely upload their files.

Once files are uploaded, a link to the files is posted to the ticket or conversation. Agents click the link to access the uploaded files in the SendSafely web portal.