Learn how to add a cookie consent banner to your Help Center using either a direct Consent Management Platform (CMP) integration or Google Tag Manager (GTM). This guide covers requirements, step-by-step instructions, and important considerations for maintaining compliance and functionality.
Before you begin
Important:
You must set up a custom domain for your Help Center. This process will not work with Intercom's default domain (e.g., intercom.help).
Enabling custom scripts will remove the Intercom Messenger and Google Analytics from your Help Center only if you provide a custom script. If you want to continue using Messenger and Google Analytics with custom scripts, you must include them in your custom script. See How do I add Intercom Messenger to my custom script? section below for details.
Note: Help centers without custom scripts will continue loading Intercom Messenger and Google Analytics normally, even when the feature is enabled for your workspace.
The custom script you provide will only run in the
<head>section of your Help Center page.When custom scripts are enabled for your workspace:
Help centers with custom scripts: Only your custom scripts will load. Default Intercom scripts (Messenger, Google Analytics) will not load.
Help centers without custom scripts: Will continue loading default Intercom scripts (Messenger, Google Analytics) normally.
How to implement a cookie consent banner
You have two options to add cookie banner:
Option 1: Direct CMP integration
This option requires a script from your engineering team that implements your chosen Consent Management Platform (CMP).
Step 1: Prepare your script
Your engineering team must prepare a script that:
Implements your chosen CMP.
Ensures cookies requiring user consent under applicable privacy laws are set only after consent has been obtained.
Note: Enabling custom scripts will remove the Intercom Messenger and Google Analytics from your Help Center. If you want to continue using those, you must include them in your custom script (see How do I add Intercom Messenger to my custom script? for details).
Step 2: Contact us to inject the script
Once your script is ready, reach out to our support team and provide them with the script. They will inject it into your Help Center.
Note: This process requires our support team to manually inject the script. It is not a self-service configuration.
Step 3: Verify the implementation
After we confirm the script has been injected, you must verify that cookies are only set after you have obtained all required consents from your Help Center visitors.
Option 2: Google Tag Manager (GTM) + CMP
If your CMP integrates with Google Tag Manager, you can configure GTM to manage cookie consent.
Step 1: Configure GTM
Configure GTM to ensure that cookies requiring user consent under applicable privacy laws are set only after consent has been obtained.
Step 2: Contact us to inject the GTM script
Once your GTM script is ready, reach out to our support team and provide it to them. They will inject it into your Help Center.
Note: This process requires our support team to manually inject the script. It is not a self-service configuration.
Step 3: Verify the implementation
After we confirm the script has been injected, ensure cookies are only set after you have obtained all required consents from your Help Center visitors.
Technical details
Your custom script loads at the top of the page's <head>. Creating new script elements using document.createElement("script") or innerHTML will not inherit the nonce and will be blocked by CSP. To ensure compatibility, run JavaScript code directly instead of injecting new script elements. If this approach doesn't meet your needs, contact us for further guidance.
You can add multiple <script> tags to your Help Center. For example:
<script src="https://..." />
<script>
console.log("test");
</script>
Body noscript element support:
If you need to add noscript elements to the <body> of your Help Center page (for example, Google Tag Manager noscript tags), you can provide the body elements you want to add.
Example:
<noscript>
<iframe src="https://www.googletagmanager.com/ns.html?id=GTM-XXXXXX"
height="0" width="0" style="display:none;visibility:hidden">
</iframe>
</noscript>
FAQs
What happens if I use the default Intercom domain?
What happens if I use the default Intercom domain?
You must use a custom domain for your Help Center. This process will not work with Intercom’s default domain (e.g., intercom.help).
Will enabling custom scripts remove the Intercom Messenger or Google Analytics?
Will enabling custom scripts remove the Intercom Messenger or Google Analytics?
Enabling custom scripts will remove the Intercom Messenger and Google Analytics from your Help Center only if you provide a custom script. Help centers without custom scripts will continue loading Intercom Messenger and Google Analytics normally. If you provide a custom script and want to continue using Messenger and Google Analytics, you must include them in your custom script. See How do I add Intercom Messenger to my custom script? for details.
Can I add multiple scripts to my Help Center?
Can I add multiple scripts to my Help Center?
Yes. You can add multiple <script> tags to your Help Center page.
How do I add Intercom Messenger to my custom script?
How do I add Intercom Messenger to my custom script?
See our Messenger installation guide for detailed instructions on how to add the Messenger to your custom script.
Important: When adding the Messenger to your custom script, you must also integrate it with your consent management platform (CMP) to control Messenger cookies based on user consent. See How can I control Intercom Messenger cookies with my consent banner? below for implementation details.
How can I control Intercom Messenger cookies with my consent banner?
How can I control Intercom Messenger cookies with my consent banner?
For detailed, step-by-step instructions on how to implement this, see our article: Intercom Messenger Cookies.
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