Cap.so is not currently a supported video provider in Intercom, which means it won't auto-embed in Articles or outbound messages today. When you paste a video URL into the article editor, Intercom recognises a fixed list of providers - YouTube, Loom, Vimeo, Wistia, Tella, and others - and renders them as playable videos. A Cap.so URL would appear as a plain hyperlink or be stripped, depending on where it's inserted.
This can be solved for hosted Cap by adding cap.so to the supported provider list.
Related idea:
However, if you choose to go self-hosted, the challenge would persist as the self-hosted domain would not be on the supported provider list.
I foresee a massive exodus from Loom in the time to come (price + Atlassian admin burden). It has already begun.
While Tella is an alternative, pricing is largely the same as Loom. Zero gain.
Cap is much cheaper and more flexible and the self-hosting ability can be the decision driver for security/region-sensitive businesses.
Let us use self-hosted with zero drawbacks, by enabling per-customer domain configuration for provider recognition.