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Control who can see the Messenger launcher on your site
Control who can see the Messenger launcher on your site

Only show the Messenger to specific users and leads

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

It’s easy to control who sees the Messenger launcher on your website. Go to Messenger > Platforms (Web) > Content > Show the Messenger Launcher.

Make sure you’ve opted to show the launcher to visitors and/or users. Then, select "Add display conditions".

Now choose the attribute or attributes you want to filter by. For example, if you find that too many visitors are writing in and your sales team is spending too much time on low value leads, then you could only show the Messenger launcher on pages of your website where visitors have a stronger intent to buy, such as the pricing page.

You can add as many attributes as you like. For example, below we’ve chosen to show the launcher to US visitors who landed on the pricing page from a specific online marketing campaign.

You can switch from "Match all" to "Match any" rules. For example, you could set this up so that visitors to any 5 different page URLs on your site would see the launcher.


  • Any auto messages and replies you send to users and visitors will still be delivered, even if they can’t see the Messenger launcher.

  • You can only hide the standard Messenger launcher. If you have a custom launcher, this will still work as before.

  • Your Messenger visibility settings will also apply to your Help Center.

Using Negative Filters ("Is Not"/"Does Not Contain")

You'll almost always want to combine negative filters ("is not" or "does not contain") with the "match all" rule. There are exceptions of course, but you'll need to go through your logic carefully to ensure the right result. The rules must be treated as separate checks in this case.

For example, if you have set the rule to "Match Any" for these rules below, it will match everyone.

Match any:

1. Plan is not Pro
2. Plan is not Premium

If a user has the Pro plan, they will not match the first rule, however, they will match the second rule, as Pro is not Premium. Therefore, this should be set up as "Match All" so it is "plan is not Pro" AND "plan is not Premium".

Get more targeted with who can see the Messenger launcher

If you’ve set up our Clearbit Reveal integration, we’ll pull in a bunch of additional data that you can use to target your ideal visitors. For example, you could set the launcher to appear for high value prospects who work at eCommerce companies with over 100 employees, who have raised $1,000,000 in funding. 

Note: You’ll need a Clearbit Reveal API Account to integrate with Clearbit. 

Show or hide the Messenger launcher for selected leads or users (technical)

  1. First, you’ll need to hide the Messenger for all of your customers explained here.

  2. Think about which users you’d like to show the Messenger to (for example, your VIP customers) and add some code to identify them in your app. We recommend storing this as a boolean, like UserIsVip.

  3. Add the hide_default_launcher attribute to your intercomSettings object on your site, and populate it with true or false using the boolean you defined in step 2. The value of hide_default_launcher should be true if you want to hide the launcher, or false if you want to show it.

Note: If you followed the steps above, you could use a snippet like this to show the launcher to your VIP customers only. Remember to input your workspace ID where specified.

window.intercomSettings = {
email: "",
name: "John Doe",
user_id: "123",
created_at: 1234567890,
app_id: "YOUR_APP_ID",
hide_default_launcher: !UserIsVip

There are many other instances where you might want to conditionally hide or show the Messenger launcher and you can apply similar logic in these cases. Here are more examples:

Hide the launcher for people viewing your site on mobile devices

If you’d prefer to only show the Messenger on the desktop version of your site, you can hide it for those who visit on a mobile device. Using a JavaScript function (like this one), you can identify if a visitor is using a mobile device, and provide a “true” value for hide_default_launcher if so. This will allow you to show or hide your Messenger, based on if people are visiting your site on a mobile device.

Show the Messenger when a visitor scrolls or completes an action on your site

You can trigger the Messenger to show when a visitor has scrolled to a certain point, or has completed a specific action on your website. To hide or show the launcher after a webpage has loaded, use the Intercom(‘update’) method from our JavaScript API to dynamically change the value of hide_default_launcher.

Intercom('update', {
"hide_default_launcher": false

We created some sample code here using jQuery that demonstrates how you can apply this method.

Showing Messenger apps to specific people

When you install apps on your Messenger home, you can define a target audience for each app individually to ensure a tailored, relevant experience for your visitors, leads and users. 👍

What’s next?

When your visitors get in touch with you, they’ll become leads. And you can automatically qualify them with our bot, Operator.


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