Any Messenger channel (web, iOS, or Android) that does not have Messenger Security with JWTs configured shows only the most recent 14 days of conversation history to end users.

This is a security measure to protect your end user data from unauthorized access. Without Messenger Security, anyone who knows your user's identifier (such as their email address or user ID) could impersonate that user and access their conversation history on that channel. Limiting the visible history reduces the risk of sensitive information being exposed.

This behaviour applies independently to each channel where you set up the Intercom Messenger. For example, if you have Messenger Security set up on web but not on iOS, your web users see their full history while iOS users see only the last 14 days. The same applies across all channels: web, iOS and Android.

ℹ️ You can give your users access to their full conversation history, by securing your Messenger with JWTs

When conversation history is limited, a notice appears in the Messenger informing users that only recent conversations are shown. Conversations with no user-visible messages (from the user, your team, or Fin) in the past 14 days are hidden from the list and unread counts. If a user tries to open a conversation older than 14 days directly (for example, via a deep link or notification), they'll see a 404 error.

Outbound-only conversations (such as automated messages the user has not replied to) remain visible regardless of age.

There is no change for your teammates. All conversations remain fully visible and accessible in the Inbox, regardless of whether the workspace has Messenger Security enabled. Your team can continue to reply to and manage all conversations as normal.

On the Messenger Install settings page, a notice explains that conversation history is limited when Messenger Security is not configured, with a prompt to set it up. When you click Check installation, a warning also highlights the 14-day limit. A similar warning appears in the settings accordion below, in case you don't click that button.

Set up Messenger Security with JWTs to verify that users are who they claim to be. Once Messenger Security is active on a platform, the conversation history limit is automatically removed and users can see their full history.

Follow the setup guide: Authenticating users in the Messenger with JSON Web Tokens (JWTs)

No. Conversations are hidden from the end user in the Messenger, not deleted. They remain in your Inbox and database. If you later set up Messenger Security, users will immediately regain access to their full history.

No. The time window is fixed and cannot be configured per workspace.

No. This only applies to logged-in users. Visitors and leads are not affected, as they do not have persistent conversation history tied to an identity.

No. Fin can still reply to Conversations normally. The limit only affects what end users see in the Messenger.

If Messenger Security is not set up on your workspace, conversations older than 14 days are hidden. The user will see a notice in the Messenger explaining this. To restore access, set up Messenger Security with JWTs.