When you visit Messenger Settings, you’ll see an option to “Take a tour” and preview the new Messenger. You’ll find the Messenger Settings are divided into four distinct sections. We’ll go through what each of them contains and how to manage them below.
Note: You must have the “Can access Messenger settings” permission to opt in to the next generation Messenger or change Messenger settings.
Platform > Web
This is where you manage your Web Messenger.
This is where you decide to use the Default 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.
Home - A space to make your own and decide exactly what you want to display to your visitors and users.
Messages - A space for conversation management. Both inbound and outbound conversations and conversations which contain Tickets will live here.
Help - A space for customers to access a full, in-context Help Center from anywhere in your product.
News - A space for your News feed, suitable for a variety of announcement types and curated for each customer. (Opt-in available.)
Tasks - A space where customers can complete your custom Checklists when onboarding or using your product to its full potential. (Opt-in available.)
Note: “Messages” is a permanent space in the Messenger and can’t be turned 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.
Set your welcome message
Choose how you’d like to greet people and introduce yourself when they open the Messenger:
Note: This can be configured to support up to 43 languages from Messenger Settings > Settings.
Customize Home with apps
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.
Note: Messenger Home needs at least one app.
Remove an app by simply clicking the red delete button:
Add more apps you’ve installed on your workspace and connect your support, product analytics, and engagement tools to onboard, nurture, and retain customers.
Choose which apps should be more prominent and feature first by reordering them with drag and drop:
Allow customers to self-serve by giving them quick access to your Help Center with the Article Search app:
Note: You can add audience rules to target customers that meet a specific criteria and only show the Article Search app when these rules are matched. Learn more here.
Show the Messenger Launcher
You can decide to show or hide the Messenger launcher based on audience rules.
In Styling, you’ll find all the ways you can customize and style the Messenger to match your brand and preferences.
Set your brand colors
Select your brand colors to match your Messenger “Background color” and the “Action color” which is used in buttons, links and more to highlight and emphasize.
Style Messenger Home
Stylize the Messenger Home with your logo and decide whether to display your teammates’ avatars for a more personal touch.
Tip: Use the guidelines below when uploading a logo:
Note: 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:
Tip: If you select "Image" as your header background, we recommend using an image size of 800 x 600 pixels.
Customize the Launcher
Decide how the Launcher should appear by uploading your own image, and choosing where to position it on your site:
The Launcher uses the “Action color” you selected in brand colors.
You can only set the Messenger to one position on your site (it can’t appear in multiple positions across the same site).
Platform > Mobile SDK
This is where you manage your Mobile SDK.
The settings here are the same as Web, other than where a feature is web-only. Learn how to customize your Messenger for mobile.
Design the Messages Space and choose how to introduce your team, set expectations, and control conversation behaviors from Conversations.
Control inbound conversation volume
Control inbound conversation 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. For example, only users who are on a “Pro Plan” will see the button to “Send us a message”:
You can also turn on/off and add display conditions for the following options:
Prevent users from having multiple inbound conversations.
Require users to search before starting a conversation.
Prevent users replying to closed conversations.
Edit the “Team introduction” to introduce your team to customers and set expectations before they start a conversation in the Messenger:
Note: This can be configured to support up to 43 languages from Settings.
Write a “Special notice” to all your visitors and users. For example, if your response times are slower than usual:
Note: This is a temporary beta feature that’s limited to a single language.
Office hours and reply times
Set your “Office hours and reply times” and let customers know when to expect a response:
Tip: If you have various teams with different operating hours, set custom hours for teams here.
Choose whether users and visitors are required to leave their email before starting a conversation. For example, we could require an email from users and visitors “Only outside of office hours”:
In Settings, you’ll find all other Messenger settings, including your Messenger preferences, supported languages, and security settings.
Configure your Messenger preferences such as whether customers hear a sound for incoming messages you send:
Choose which default language should be displayed in the Messenger interface for all customers, or add languages to display the Messenger in these languages when they match your customer’s browser or device settings.
For example when a customer’s browser or device is set to French, display French in the Messenger, otherwise display the default language selected:
Keep your Messenger secure by listing your trusted domains and subdomains, separated by commas.
If you leave this blank, the Intercom Messenger can be added to any domain.
You can list multiple domains, separated by commas.
To list all subdomains just use an asterisk, like
Ensure you add the full domain name (i.e. 'www.intercom.com', not 'intercom.com').
We don't support adding localhost, but you can add '0.0.0.0' and/or '127.0.0.1' and the Messenger will work on these domains.
At Intercom we updated our terminology to progress beyond harmful, racially biased phrases. This setting used to be the "Whitelist". We now use "Trusted list". To read more on why and how we made these changes please read our article on why words matter.”
We also strongly recommend setting up identity verification to keep third parties from impersonating your logged-in users and seeing their conversations.
Save and set live
When you’re happy with your Messenger preview, click “Save and set live”.
Note: The Messenger works beautifully in your mobile app too. To use the new Messenger, you'll need to install or upgrade to iOS SDK 14.0.1 and Android SDK 14.0.1. Learn more about using the Messenger in your mobile app here.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts