We're introducing Fibre - secure file uploads for Intercom.
Fibre came out of a real pain point we hit using Intercom for support.
We needed customers to upload sensitive docs all the time - proof of address, ID verification, business documents etc. However, customers kept pushing back - they didn't feel comfortable sending sensitive files to Intercom. Not forgetting the privacy and GDPR challenges, and the 100MB limit for file uploads.
So what happened? Everyone just fell back to email. Which made things worse - unencrypted attachments flying around, compliance nightmares, documents scattered across channels.
That's why we built Fibre. The idea is simple: files go straight from the customer's browser via Intercom Messenger to your storage (Google Drive, S3, or Azure). Nothing touches our servers or Intercom's. Customers stay in Messenger where the conversation already is, you get documents exactly where you need them.
We're currently in beta - if you want to try it out, simply sign up to the platform and DM me requesting an invite code - this will allow you to try out the product free of charge for 7 days.
It's early days, but we're excited about where this is going. Next up: AI-powered document understanding to help ops teams triage faster.
Would love to hear what you think, especially if you're dealing with document collection in your support workflow!