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Customize the Intercom Messenger

Learn how to customize, preview and manage the Intercom Messenger.

Updated over 2 weeks ago

The Messenger settings are divided into the following sections. We’ll go through what each of them contains and how to manage them below.

  • Web

    • Content

    • Styles

  • Mobile SDKs

    • Styles

  • Conversations

    • With teammates

    • With Fin

  • General

  • Security

You must have the "Full access" permission to manage Messenger settings.


Web

This is where you manage your Web Messenger.

Content

In Settings > Intercom Messenger > Web > Content, you can configure your customer's initial experience with the Messenger, from the Messenger Launcher to the Messenger layout.

Messenger Launcher - the chat bubble/circle (as you see at the bottom right of your screen now 😉).

Layout

This is where you can choose to use the Classic Messenger or Compact Messenger shape.

Show the Messenger Launcher

You can decide to show or hide the Messenger launcher from visitors and/or users based on audience rules.

Styles

In Settings > Intercom Messenger > Web > Styles, you’ll find all the ways you can customize and style the Messenger to match your preferences for multiple brands.

First select the brand you want to add a new style for using the dropdown at the top.

Before creating new Messenger styles, make sure you've set up your brands to ensure the right support content is surfaced in your Messenger per brand.

Import your style

You'll find the option to import your brand logo and colors automatically. Simply enter your chosen domain and click Import.

You can use the dropdowns to select a different action or background color that was found on your domain.

You can also choose to use the logo that was found on your domain. This can be changed manually at any time.

When you click Confirm the Messenger preview on the right will automatically be updated with your imported style.

Read the section below if you'd like to customize your Messenger style manually. 👇

Messenger colors

Select the Background color which is used in the Messenger Home header, and Action color which is used in buttons, links and more to highlight and emphasize.

Launcher

Decide how the Messenger Launcher should appear by uploading your own image, and choosing where to position it on your site.

Use the guidelines below when uploading your logo on the Messenger's launcher:

  • If you upload a logo without a background, the Messenger’s background color will appear behind it by default. To use a specific background color, you’ll need to upload a version of your logo that already includes that color in the image.

  • The maximum file size that you can upload for your logo is 50kb

Note:

  • To find Messenger Launcher settings, Show the Messenger Launcher must first be turned on for visitors/users.

  • The Launcher uses the Action color you selected in Messenger colors.

  • You can only set the Messenger to one position on your site (it can’t appear in multiple positions across the same site).


Mobile SDKs

The Messenger works beautifully in your mobile app too. You can configure the experience for mobile app users from Settings > Intercom Messenger > Mobile SDKs.

The settings here are the same as Web, other than where a feature is web-only.

Web includes both desktop web + mobile web. Mobile SDKs refers to your mobile app (if you have one).


Conversations

Choose how customers start conversations with you in the Messenger, set you reply expectations, introduce your team, and add special notices from Settings > Intercom Messenger > Conversations.

Start conversation button text

The "Start conversation button text" or call-to-action (CTA) can be configured for teammates and Fin AI Agent separately.

For example, when a conversation is going to be handled by a teammate you might want the CTA button to say "Contact Support" so that customers know they're getting in touch with your human support team. Whereas, if a conversation is going to be handled by Fin, you might prefer the CTA button to say "Ask a question" instead.

With teammates

For conversations started with teammates, choose the "Start conversation button text" or CTA. You can select between 6 options and set a different CTA for visitors and users.

Customers will see this CTA on the Messages and Conversation spaces when a conversation is going to be handled by a teammate (not Fin AI Agent).

With Fin

For conversations started with Fin AI Agent, you can choose to set bot expectations which allows you to change the "Start conversation button text" or CTA when a conversation will be handled by Fin. Or simply match teammate expectations you set above.

Reply expectations

Show reply times during office hours and indicate when your team will be back online outside office hours.

Team introduction

Edit the Team introduction to introduce your team to customers and set expectations before they start a conversation in the Messenger.

This can be configured to support up to 45 languages from Settings > Intercom Messenger > General > Choose supported languages.

Special notice

Write a Special notice to all your visitors and users. For example, if your response times are slower than usual. Special notices can be customized in multiple languages supported by your workspace, and you can enhance them with links and text styling for improved clarity and engagement.


General

In Settings > Intercom Messenger > General you’ll find the option to prevent replies to closed conversations, supported languages, security settings, privacy policy notice, and other Messenger preferences.

Prevent replies to closed conversations

With this turned on, a visitor/user won't be able to continue a conversation after the set timeframe.

Choose supported languages

Choose which default language should be displayed in the Messenger interface for all customers, or add different languages to display the Messenger in these languages when they match your customer’s browser or device settings.

Keep your Messenger secure

Keep your Messenger secure by listing your trusted domains and subdomains, separated by commas. You can also set up session duration here.

Important:

  • If you leave this blank, the Intercom Messenger can be added to any domain.

  • You can list multiple domains, separated by commas.

  • To list all subdomains just use an asterisk, like *.intercom.com.

  • We don't support adding localhost, but you can add '0.0.0.0' and/or '127.0.0.1' and the Messenger will work on these domains.

Configure privacy settings

Link your Privacy policy within the Messenger and remind customers of your data processing and protection policies. The notice will appear at the start of each new conversation until the customer either sends a message or dismisses it.

The Privacy policy notice supports multiple languages, text styling and hyperlinks.

Other preferences

Configure your other Messenger preferences such as whether customers hear a sound for incoming messages you send.


Security

This section provides settings to protect your Messenger and user sessions against cross-user impersonation, session theft and more.

Learn more about it here.


Save and set live

When you’re happy with your Messenger preview, click Save button in the top right corner of the screen.

To use the Messenger on web, you must first install the Intercom Messenger:

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