Introducing Fibre: Document collection inside Intercom, without the storage headache
Ops teams spend too much time chasing files over email, waiting on expired Intercom attachments, or shuffling between Dropbox links and local downloads. Fibre keeps the entire exchange inside Intercom, lets customers upload large files in seconds, and drops every artifact into the storage you already control.
Why document requests inside Intercom are still painful
You use Intercom to handle onboarding, verification, and ongoing support - yet the moment you need a document, everything spills into another channel. Standard Intercom uploads top out at 100 MB, links expire, and security policies push sensitive files out of the messenger entirely.
The manual workaround is familiar: send an email, create a one-off Drive folder, and hope the right file shows up. Meanwhile, your team is screenshotting confirmations and logging where the file landed so audit trails stay intact.
Meet Fibre: Messenger-first, zero file storage
Fibre adds a single button to the Intercom composer. Click it, choose the documents you need, and a sheet opens right inside the conversation. Customers upload their files without leaving the chat, and Fibre streams the encrypted bytes straight to your Google Drive. We never touch or retain the files.
For your team
- Collect up to 1 GB per file without leaving Intercom.
- Receive private notes in-thread confirming what was uploaded and where it lives.
- Keep every upload tied to the conversation for clean audit trails.
For your customers
- No new logins or portal passwords—just reply to the Intercom chat.
- Simple drag-and-drop UI with clear guidance on accepted formats.
- Peace of mind knowing files land directly in your organisation’s trusted storage.
Set up Fibre in an afternoon
You can go live without re-plumbing your stack. Fibre walks you through a short setup flow:
- Install the Intercom app.Fibre adds a Canvas card and messenger sheet so agents can request files on demand.
- Connect your storage.Link a Google Drive folder - credentials stay encrypted with AWS KMS and can be revoked any time.
- Tailor the upload experience.Choose file types, update copy, and preview exactly what customers will see before you switch it on for production.
The whole flow lives inside the Fibre dashboard, so you can preview and test uploads before inviting customers. When you are ready, flip the workspace live and start collecting documents in production conversations.
Built for compliance-minded teams
Fibre is purpose-built for teams that answer to security and audit requirements:
- Files never transit through Fibre storage - only short-lived upload sessions between the customer's browser and your cloud tenant.
- Upload policies enforce allowed MIME types, file extensions, and size limits before anything is accepted.
- You keep metadata - timestamps and filenames posted as private notes in each conversation, so reconciling against internal systems stays painless.
If you already have malware scanning, DLP, or lifecycle policies on your storage, Fibre plugs right in. Nothing changes about how you govern the files once they land.
What's next on the roadmap
We are rolling out integrations with Zendesk and Crisp, plus optional AI summaries that flag incomplete or blurry documents without keeping any originals on Fibre infrastructure. If you want early access - or need to plug Fibre into a different storage destination - let us know.
Ready to simplify document requests?
Fibre helps your ops team stay in Intercom, gives customers a smoother upload experience, and keeps your compliance story intact. You can be live in less than a day.