The Messenger settings are divided into the following sections. We’ll go through what each of them contains and how to manage them below.

This is where you manage your Web Messenger.

In Settings > Messenger > Web > Content, you can configure your customer's initial experience with the Messenger, from the Messenger Launcher to the Messenger Home.

You can configure your Messenger to bypass the Home space and launch directly into the Conversation space.

This gives customers faster access to support, removing additional steps to starting a new chat with your team. Enabling this will maintain easy access to your other Messenger spaces such as help articles, previous conversations, and tickets (if enabled).

The "Launch directly into a Conversation" setting can be configured separately for visitors, users, and mobile users.

This is where you can choose to use the Classic Messenger or Compact Messenger shape.

This is where you control which spaces your visitors and users see in the Messenger by turning them on or off.

Reorder how the spaces appear by using the drag and drop on the left. The Home Space will always remain at the top, but it can be turned off if you’d like to remove it from your Messenger.

Choose how you’d like to greet people and introduce yourself when they open the Messenger.

Customize Messenger Home by adding and removing apps. Choose whether customers can start a conversation with you, search for articles in your Help Center, see featured News announcements, or view any other custom apps.

You can decide to show or hide the Messenger launcher from visitors and/or users based on audience rules.

In Settings > Messenger > Web > Styles, you’ll find all the ways you can customize and style the Messenger to match your preferences for multiple brands.

First select the brand you want to add a new style for using the dropdown at the top.

If you joined Intercom since December 2023, you'll find the option to import your brand logo and colors automatically. Simply enter your chosen domain and click Import.

You can use the dropdowns to select a different action or background color that was found on your domain.

You can also choose to use the logo that was found on your domain. This can be changed manually at any time. This logo will only appear in the Messenger, not in your brand settings.

When you click Confirm the Messenger preview on the right will automatically be updated with your imported style. Read the section below if you'd like to customize your Messenger style manually. 👇

Select the Background color which is used in the Messenger Home header, and Action color which is used in buttons, links and more to highlight and emphasize.

Stylize the Messenger Home with your logo and decide whether to display your teammates’ avatars for a more personal touch.

The space available for a logo will change if you've chosen to show your team avatars.

Customize the Messenger header further with optional color gradients, background image, background fade, or text color.

Decide how the Messenger Launcher should appear by uploading your own image, and choosing where to position it on your site.

The Messenger works beautifully in your mobile app too. You can configure the experience for mobile app users from Settings > Messenger > Mobile SDKs.

The settings here are the same as Web, other than where a feature is web-only. Learn how the Messenger works on mobile apps.

Choose how customers start conversations with you in the Messenger, introduce your team, and add special notices from Settings > Messenger > Conversations.

The "Start conversation button text" or call-to-action (CTA) can be configured for teammates and Fin AI Agent separately.

For example, when a conversation is going to be handled by a teammate you might want the CTA button to say "Contact Support" so that customers know they're getting in touch with your human support team. Whereas, if a conversation is going to be handled by Fin, you might prefer the CTA button to say "Ask a question" instead.

For conversations started with teammates, choose the "Start conversation button text" or CTA. You can select between 6 options and set a different CTA for visitors and users.

Customers will see this CTA on the Home, Messages, and Help spaces when a conversation is going to be handled by a teammate (not Fin AI Agent).

For conversations started with Fin AI Agent, you can choose to set bot expectations which allows you to change the "Start conversation button text" or CTA when a conversation will be handled by Fin. Or simply match teammate expectations you set above.

Show reply times during office hours and indicate when your team will be back online outside office hours. You an also enable "Show office hours after team assignment" to only show your office hours after a conversation is assigned to a team. We recommend this option if you have set office hours at the team level.

Edit the Team introduction to introduce your team to customers and set expectations before they start a conversation in the Messenger.

Write a Special notice to all your visitors and users. For example, if your response times are slower than usual. Special notices can be customized in multiple languages supported by your workspace, and you can enhance them with links and text styling for improved clarity and engagement.

In Settings > Messenger > General you’ll find inbound volume controls, office hours and reply times, supported languages, security settings, privacy policy notice, and other Messenger preferences.

Control inbound volume by deciding who can start a conversation in the Messenger. You can make this more targeted by adding display conditions based on user attributes.

Choose which default language should be displayed in the Messenger interface for all customers, or add different languages to display the Messenger in these languages when they match your customer’s browser or device settings.

Keep your Messenger secure by listing your trusted domains and subdomains, separated by commas.

We also strongly recommend setting up identity verification to keep third parties from impersonating your logged-in users and seeing their conversations.

Link your privacy policy within the Messenger and remind customers of your data processing and protection policies. The notice will appear at the start of each new conversation until the customer either sends a message or dismisses it.

Configure your other Messenger preferences such as whether customers hear a sound for incoming messages you send.

On certain Intercom plans, you can remove the Intercom branding from your Messenger. To remove branding, toggle off "Display a subtle link to the Intercom website". This will also remove the link added in your outbound emails and Help Center so there will be minimal Intercom branding.

When you’re happy with your Messenger preview, click Save and set live. ✨