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Intercom is a recording-request workflow. It is separate from the generic Send to app menu: a customer does not receive an issue or Slack message, and a recording request does not automatically create a public share. A workspace owner connects Intercom and sets defaults; teammates inspect requests and outcomes from Tekma’s Intercom area.

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Owner prerequisites

You need workspace-owner permission and an Intercom app installation bound to the intended Intercom workspace. The deployment must provide the Intercom OAuth client. The owner can choose a destination folder or No folder and, for protected-site diagnostics, a verified and installed recording domain. A screen-only request can use Screen recording only and does not require a connected customer domain. The customer must consent and review before submitting.

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Connect and set defaults

  1. Open Settings → Integrations and choose Connect Intercom.
  2. Complete the provider authorization and select the provider Region when prompted.
  3. Choose a default Default request message, Recording folder, and Recording experience. Choose Screen recording only when the request does not need a connected website; choose a verified installed domain when diagnostics/protected-site capture is required.
  4. Choose Save defaults. The installation should show Connected.
  5. If the deployment has an optional Fin workflow, an administrator must first allow the exact public HTTPS receiver hostname. In Workflow outcomes, enter a Workflow name and the exact Receiver URL or template, choose Let customers continue without recording when appropriate, then choose Add workflow destination. Only include {conversationId} when that receiver explicitly requires it; Tekma never invents a provider path. Receiver URLs are encrypted and are not shown again.
The owner can choose Disconnect and confirm Disconnect and revoke requests. This revokes outstanding requests while existing captures stay in the workspace. Reconnect or a disabled workflow version invalidates older request access. Actual Intercom app publication, Messenger rendering, and Fin receiver acceptance remain deployment-specific checks; this guide does not imply a public marketplace listing or live certification.

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Start a request from Inbox

  1. Open the Tekma app in the Intercom Inbox conversation for the customer.
  2. Choose Request a recording or Open recording request. A teammate can adjust the preset message, recording mode, destination folder, and domain before choosing Create recording request.
  3. In Messenger conversations, the customer receives the recording card. On other channels, the teammate receives a link to copy into the conversation. Tekma does not send email or Slack messages automatically.
  4. The customer opens the link, chooses Prepare recording, and follows Prepare → Record → Review & send. For a screen-only path the customer records their screen; for a diagnostic path the configured domain and customer consent must allow it.
  5. The customer can submit the reviewed recording or choose Continue without recording when that option is enabled. Closing the recorder is neither a completed recording nor an opt-out.

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What the requester sees

Open the Intercom request list under Settings → Integrations. Filter by Request status (All requests, requested, recorded, opted_out, or revoked), Recording folder, or Contact or teammate ID. Members can inspect requests; only owners configure the installation and retry eligible deliveries. The list shows conversation, requester, channel, timestamps, recording state, and separate delivery statuses such as Conversation note: pending/failed and Workflow callback: pending/failed. It does not return raw capability links, OAuth credentials, or receiver URLs. Terminal request outcomes are recorded and opted_out. The first committed outcome wins. A successful recording produces a private Tekma capture/member URL for the workspace; an explicit opt-out produces no capture. Existing captures are not made public automatically. A request can also be expired, revoked, or unavailable after disconnect/reconnect; create a new request after repairing the integration.

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Optional Fin outcomes

If a configured Fin receiver accepts Tekma’s callback, a recorded request can produce:
An explicit opt-out produces:
These examples use synthetic IDs. The callback contains a private member URL only for a recorded outcome; it does not grant access to people outside the workspace. A generic Tekma workspace webhook uses the separate event names intercom.recorder.recorded and intercom.recorder.opted_out; it is independent of the configured Fin callback.

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Delivery states, retries, and privacy

Tekma creates the Intercom conversation note and optional workflow callback as independent jobs. A successful upload can therefore show a recorded request while the note is pending and the callback is failed. Workflow delivery reuses its delivery UUID as the idempotency key, retries with bounded backoff up to eight attempts, and stops at the earlier of 24 hours from the first attempt or the request’s seven-day window. An expired workflow delivery cannot be retried. For a failed workflow, repair the destination or provider authorization, then choose Retry delivery as an owner. For a failed note, inspect the conversation first. A timeout or 5xx is marked ambiguous because Intercom may already have accepted the note; the recovery dialog warns that retrying can create a duplicate. Tekma does not automatically resend ambiguous notes. A rate-limited note can retry; a definitive authorization error requires reconnecting. The note contains a private Tekma member URL and no capture title or customer-reference payload. The callback contains only the documented outcome data. Neither delivery uploads recording media or diagnostic bundles, and neither overrides the customer’s consent choice. Intercom can retain accepted messages after Tekma disconnects; Tekma cannot recall external copies.