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

This is where you manage your Web Messenger.

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.

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

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

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.

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. 👇

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.

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:

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.

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.

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.

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).

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.

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

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

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.

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.

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

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

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.

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

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

Learn more about it here.

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