Intercom App Quick Start Guide

The SendSafely App for Intercom lets customers conveniently share sensitive data with agents directly from the Messenger interface.

• Uploaded files are automatically protected with end-to-end encryption for ultimate security and privacy
• SendSafely supports files up to 100GB 
• Files can be set to automatically expire according to predefined policy and can be configured with additional security features like download restrictions and watermarking. 

Agents request customer files by inserting the SendSafely secure upload button into the Messenger reply window. Customers click the button to launch the SendSafely Dropzone, where they can upload files directly from the conversation.

How to set up the app

After installing the app, you will be redirected to a configuration screen that requires you to choose one of your organization's SendSafely Dropzones as the target Dropzone. Files uploaded via the app are automatically sent to this Dropzone.

After pressing the SAVE button, the configuration screen will close and you will see a success message at the top of the screen. 

After choosing your Dropzone, we recommend browsing to the Dropzone profile to confirm the list of users (agents) allowed access to uploaded files and to review other Dropzone configuration options. 

To view the Dropzone profile, navigate to the SendSafely Enterprise Console (linked under the Account menu) and locate the Dropzone owner in the Active Users list. Use the Search option in the top right corner if you can't easily locate the user in the list.
 
Click the View button on the row for the user, then select the Profile option as shown below.

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Once you are on the user's profile page, select the Dropzone option under the Settings menu on the left side of the screen. 

IMPORTANT: Pay special attention to the two areas of the screen highlighted above, which are explained in more detail below. 

• Dropzone Recipients - The top section represents the individual SendSafely users (your agents) who can access uploaded files. To add a new recipient, type the user's email into the "Add a user email" text box. 
• Notification Settings - When using a Dropzone with the SendSafely app we recommend you use "Do not notify recipients" or "Use a webhook for notifications".

Note: The webhook option is not required but is recommended for the best end-user and agent experience. This option requires additional setup outlined here.  

Using the SendSafely App

Once the SendSafely app is installed and configured, agents can send end-users a button allowing them to open the Dropzone upload screen from the messenger conversation.

Steps:

When drafting a reply, agents can use the "Shortcuts" button to open the shortcuts menu and choose "Use SendSafely". ​

After clicking "Use SendSafely", a button is inserted into the draft reply that allows the end-user to open the Dropzone within Messenger.  

​When the end-user receives the message, they can click the button to open the Dropzone.

​After submitting files, the end-user is returned to the conversation and the agent will be able to access the uploaded files. ​

The agent can use the "Upload Complete" button to open the attached files in SendSafely.

SendSafely also supports integration options for Intercom that do not rely on Messenger. We recommend reading our SendSafely Intercom Integration Guide for more information.