Over the past few weeks, our support team has been receiving a lot of social media video links from users demonstrating visual bugs in our software. Because users frequently paste clip links instead of uploading raw screen recordings, our agents often have to retrieve the files manually. Whenever an agent uses an online tool to fetch the clip and re-upload the resulting MP4 directly into the Intercom conversation composer, the thread occasionally hangs or fails with an unspecified media upload error.
The files are well under the standard attachment size limits, so we are trying to figure out if Intercom enforces strict codec or metadata requirements for re-encoded videos uploaded into tickets. Has anyone else experienced intermittent upload failures when attaching externally sourced MP4s to customer replies, or found a smoother workflow for processing user-submitted video references inside the inbox?