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 different CMPs integrate
All CMPs can work with your Help Center — the implementation approach differs depending on your provider.
OneTrust
Has built-in integration with the Help Center.
The cookie settings button automatically connects to OneTrust's modal.
Your script needs to include your OneTrust configuration.
No additional button-handling code required.
Other CMPs (Usercentrics, Cookiebot, CookieYes, etc.)
Require additional code from your development team.
Your script must connect to the Help Center's cookie settings button.
See the Cookie settings button section below for details.
Cookie settings button
The Help Center automatically creates a cookie settings button with the ID ot-sdk-btn that visitors use to manage their preferences.
With OneTrust
The button automatically connects to OneTrust's consent modal.
No additional code required.
With other CMPs
Your script must include code that listens for clicks on this button.
When clicked, your code triggers your CMP's settings display.
Without this code, the button won't function.
Note: Your development team needs to add an event listener for the ot-sdk-btn element. The specific implementation depends on your CMP's API — consult your CMP provider's documentation for the correct function to open consent settings.
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 you're using Google Tag Manager, GTM is included within your custom script rather than injected separately. The Help Center can inject GTM's <noscript> body element separately, but cannot inject the main GTM JavaScript in <head> independently.
Step 1: Configure GTM
Your custom script should include all of the following:
- Your CMP configuration.
- GTM initialization.
- Intercom Messenger (if needed — see FAQs below).
- Cookie settings button connection, if you're not using OneTrust (see Cookie settings button section above).
Provide the GTM <noscript> body element separately when you submit your script. Our team will inject it into the <body> of your Help Center.
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.
CSP domain requirements
Before submitting your script, identify which domains your CMP requires. These must be added to the Content Security Policy (CSP) configuration — without this, the browser will block your CMP's requests.
How to find the required domains
Check your CMP provider's technical documentation.
Look for "CSP requirements" or "domains to whitelist".
Contact your CMP provider if this isn't documented.
CMP-specific notes
OneTrust: No additional domains needed (built-in support).
Usercentrics, Cookiebot, CookieYes: Check your provider's documentation for required domains.
Note: When submitting your script, include the list of required domains so our support team can add them to the CSP configuration.
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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