Overview of Messenger Welcome Message Customization
Intercom Messenger allows businesses to create personalized messages that greet customers, set expectations, and introduce your team. These messages can be fine-tuned for different scenarios, and specific settings may vary depending on your use case, such as targeting a particular brand or disabling messages for certain pages.
Steps to Create or Change a welcome message
Default welcome message settings
Navigate to Settings > Messenger > Web > Content. In the Set Your Welcome Message section, customize how your organization greets and introduces itself to customers opening the Messenger. This setting supports up to 45 languages, which can be configured under Settings > Messenger > General > Choose supported languages. Once configured, click Save and set live to apply updates.
Adjusting welcome messages for the Fin AI Agent
For users leveraging the Fin AI Agent, welcome message customization is handled separately:
Navigate to Fin AI Agent > Deploy > Chat.
Click on “Fin Introduces Itself” to edit the personal introduction displayed to customers.
Alternatively, go to Fin AI Agent > Fin settings to manage Fin’s name, avatar, and general introduction message. Ensure to check all sections under these settings for any additional welcome message configurations.
Managing Welcome Messages for Specific Scenarios
Disabling Global Welcome Messages on Certain Pages
Update your Messenger display rules in Settings > Channel > Content > Web Show the Messenger Launcher
Add URLs of pages where you wish to disable the message using + Add display conditions.
Message Limitations for Different Messenger Styles
Intercom doesn’t support customizing the main welcome message per Messenger style. However, Workflows can be used to send targeted messages based on the user's interaction with a specific brand.
Troubleshooting common welcome message issues
Old Teammates’ Names in Messages
If a removed teammate’s name still appears, verify whether these messages are part of older automations set up before their departure. New messages should no longer reflect their name. To confirm, review the chat in an incognito browser to replicate what users see.
Testing Message Updates
Always test your welcome messages after saving updates by logging into your website’s Messenger interface to ensure they display as intended.
Customizing your welcome message in Intercom helps create an engaging first impression for customers. Follow these best practices to ensure a memorable customer experience.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts