Back to homeGetting Started with Fibre
Set up Fibre in minutes and start collecting documents directly in Intercom. Your customers upload files that land straight in your storage, without leaving the conversation.
Connect your Intercom workspace
Sign up for Fibre and connect your Intercom account. You will be prompted to authorize Fibre to access your workspace during the signup process. This connection lets Fibre add the document request interface to your Intercom Messenger.
Configure your upload interface
Configure how the upload interface appears to your customers. Choose your upload title, add custom instructions to guide users, select which file types to accept, and set maximum file size limits. Add your company logo for a branded experience that matches your identity.
Interface customization options
- Upload title: Set a clear title that explains what you need from customers
- Custom instructions: Add helpful guidance about file requirements or review timelines
- File types: Choose which formats to accept (PDF, DOC, images, spreadsheets)
- File size limits: Set maximum file size per upload (up to 1 GB)
- Branding: Upload your company logo to display in the interface
Connect your storage destination
This is where your uploaded files will live. Connect your Google Drive, AWS S3, or Azure Blob Storage account so files go directly from your customer's browser to your storage. Fibre never stores or touches your files. Your storage credentials are encrypted with AWS KMS and you can revoke access at any time.
Why this matters
Your files belong in your infrastructure, not ours. By connecting your own storage, you maintain complete control over data governance, compliance, and retention policies.
- Files upload directly to your storage with no intermediary
- Your existing security policies and access controls apply automatically
- Integrates with your current backup and compliance workflows
- No additional storage costs or data transfer fees from Fibre
Setup requirements by platform
Google Drive
Click Connect Google Drive, authorize Fibre to access your Google Drive, then select an existing folder or create a new one where uploaded files will be stored. No service accounts or JSON keys needed.
AWS S3
Provide an IAM role ARN or access keys with PutObject permissions. Files will upload to your specified bucket and prefix.
Azure Blob Storage
Generate a SAS token with write permissions for your container. Uploads will go directly to your Azure storage account.
Install the Fibre app in Intercom
Once you have subscribed to a paid plan, install the Fibre app in your Intercom workspace. The app adds a document request option to your Intercom Messenger that agents can use during conversations with customers.
Installation steps
- Navigate to your Intercom App Store
- Search for Fibre and click Install
- Authorize the app to access your workspace (read conversations and post private notes)
- The Fibre document request option will appear in your Intercom Messenger composer
Request documents from customers
When you need a document from a customer, type Use Fibre in the Intercom Messenger and select the option. The upload interface opens directly in the conversation, letting customers drag and drop their files. When the upload completes, you will receive a private note with metadata and a link to the file in your storage.
What happens next
- Files upload directly from the customer's browser to your storage
- You receive a private note in the conversation with file metadata
- The customer sees a confirmation that their upload is complete
- All upload activity is tied to the conversation for clean audit trails
Once everything is configured, documents upload securely from your customer's browser directly to your storage with HTTPS encryption in transit. Fibre never stores or touches your files. They arrive in your chosen storage location where your security policies and access controls apply automatically. You receive a private note in Intercom with file metadata and a direct link, while your customer sees upload confirmation. The entire exchange stays within the conversation thread for a clean audit trail.
Need help getting started?
If you run into any issues during setup or have questions about configuring your storage, we are here to help.