Rolling out Video Channel

Hi Eamon,

It’s so exciting that you’re looking into video support! Since your daycare providers might not be the most tech-savvy, a humble tip would be to treat video as a special 'high-touch' backup for those tricky 'how-to' moments rather than a main channel. You might find it really helpful to use an integration like Zoom or Google Meet right inside the Intercom Inbox; it lets you send a simple, one-click link so they don't have to worry about complicated setups. Another small suggestion is using Audience Rules so the video option only appears for high-priority needs or specific questions where a quick screen share would save everyone a lot of time. Positioning it this way keeps things feeling personal and premium without overwhelming your team's daily workflow.

​@Nico Magbiray  You’re a legend thank you so much for the note! Will keep you posted on our progress to share notes

We use Learnupon to host our video content and have added a button in the messenger that links to it - I also have a matrix of all available video urls  with their name and a description of what they show so it surfaces within fin responses . I also upload all our transcripts to enrich reposnses as internal articles or uploaded docs 

​@Maria Iglesias - Content Lead  that sounds robust! thanks so much for the info. Curious why you went with learnupon vs intercom’s native video chat?