It’s easy to customize the Intercom Messenger so that it feels completely at home on your product or site. You can help your customers get things done fast with intuitive apps and a personalized Messenger home.
Here are 9 simple steps to setting up your Messenger successfully:
Your Messenger settings
You’ll find everything you need to customize your Messenger in your Messenger settings in your left-hand menu.
As you begin to customize your Messenger, you’ll see a preview of your changes on the right-hand side of your screen.
Not what you’re looking for?
You’ll find more technical options for customizing the Messenger here.
Step 1 - Show a special notice
Communicate a message to all visitors and customers
Use this feature to let your customers know about delayed response times, holidays or other important notices.
Note: This feature is limited to a single language.
Step 2 - Set your welcome message
Greet users and visitors
It’s easy to introduce your team in a personal, friendly way.
First, choose how you’d like to greet your customers. We’ve automatically added a ‘first name’ variable, so you can automatically greet logged-in users by their first name.
Note: By default, your logged-out visitors will be greeted with ‘Hi there.’
You can edit your greeting to better serve your customers. And you can further personalize your greeting by adding variables, like a company’s name.
Add a team intro
Next, write your team intro - simply introduce your team and let your customers know how you can help them. Keep your intro warm, friendly and to the point.
You can write team intros in multiple languages. See the section below for how to add additional languages.
Set your default language
Just choose the default language you’d like to display the Messenger interface in. There are 38 languages to choose from:
Most Messenger apps (with the exception of Google Calendar Meetings) are only supported in English.
Your Article Search card will automatically set to the same language you’ve chosen for your Help Center, if you've localized your messenger and your articles. Help content will be shown to match your user's browser language.
You can also select other languages to allow. For example, if your default language is English, you can allow the Messenger to appear in French to your French users, in German to your Germans users and so on.
Step 3 - Style your Messenger
You can easily customize the Messenger's style to suit your brand. You can add your own logo, choose a background color, action color and change your wallpaper.
Pro tip: We recommend choosing a background color that contrasts against the background of your site, so that your customers can clearly see how to get in touch with you and take actions.
The colors you choose will affect a number of items, like your:
Buttons and links
Headings in your messages
Other emphasized components
Display an Intercom link
By default, we display a subtle ‘We run on Intercom’ link at the bottom of your Messenger. You can opt to turn this off with certain Intercom plans. See our plans and pricing here.
Configure your sound settings for incoming messages
You can also turn the sound for incoming messages on or off by toggling the switch.
Support multiple brands
If you need to support multiple brands or businesses from a single Inbox, you can add additional brand styles to your Messenger so it's a perfect match for each of your different domains. This article explains how to set up multiple brand styles in the Messenger.
Choose a custom icon for the launcher
For a consistent brand experience, you can upload a custom icon which will display on the Messenger launcher, instead of the Intercom chat icon:
Your icon must be smaller than 50 kB.
The optimum image size is 72px x 72px.
A PNG or GIF with a transparent background works best, if using an image with a colored background, set the “Action color” in your Messenger settings to match.
Step 4 - Integrate Articles
Search and suggest articles
People can search for articles and browse the three most viewed to assist them before reaching out to the team.
Audience rules can be applied allowing only certain groups of visitors or users to use the search function or making it a requirement to search your Help Center before starting a conversation,
Step 5 - Add Messenger home apps
The Messenger is most powerful when you tailor your home screen with powerful apps, making it easy for users and visitors to get what they need, without having to start a conversation.
You can choose exactly what’s displayed for both your visitors and users.
Choose apps for logged-out visitors
To add apps for visitors just select ‘Add apps to your Messenger’, then click, ‘Add an app.’ under the 'Visitors' tab:
From here, you can choose apps that help you capture new visitors and convert them to leads or customers. You can choose from a growing library of apps, including: Campaign Monitor Subscribe, Content Showcase and Get a Demo.
Choose apps for logged-in users
To add apps for users, just switch to the 'Users' tab:
From here, you can choose apps that help your users self serve and show them how to be successful with your product. You can choose from a growing library of apps, including Google Meet, Shopify, Statuspage and Stripe Subscriptions.
You have to add an app in both places if you want it to show for both your visitors and users.
You can also build your own apps (for your team or the whole world to use).
Step 6 - Say when you'll be available
Set your office hours
Office hours set your customers’ expectations for when you’ll be back in the office and available to reply. When a customer opens the Messenger outside of office hours, they’ll see when your team will be back online.
By default, your office hours are set to weekdays from 9am to 5pm. You can edit your office hours - just choose the days and times you’re in the office.
Note: Your office hours are calculated based on your app’s local timezone.
Set your expected response time
Once you’re happy with your office hours, set your expected reply time. This sets your customer’s expectation for when they should expect a response from your team. You can do this by:
Selecting ‘Automatic reply time.' This pulls in your team’s median first reply time over the past 7 days.
Or by setting your reply time manually - just select ‘typically replies within a few minutes’, ‘few hours’ or ‘within a day’ as your reply time.
Important: We use your office hours to calculate your automatic reply time.
Step 7 - Keep your Messenger secure
List your trusted domains
You should create a list of trusted domains that the Intercom Messenger can be seen on. Once you set this up, the Intercom Messenger will only appear on these domains (it won’t appear in unintended locations).
Enforce identity verification
Identity verification prevents third parties from impersonating your logged-in users and seeing their conversations. We strongly recommend that you enforce identity verification for your web, iOS and Android users.
Step 8 - Manage when customers can use the Messenger
Opt to turn new conversations on or off
If you can’t handle the volume of new conversations you’re receiving, you can turn off inbound conversations. Once this is turned off, people won’t see the ‘new conversation’ button in the Messenger.
Note: You can only access this setting if you have Intercom Messages.
Prevent multiple open conversations
To keep track of a visitor or user’s questions, prevent them from opening more than one inbound conversation at a time. This won’t affect any Outbound messages you are sending to them, but it will stop customers from spamming you with the same request in multiple threads.
Stop people reopening closed conversations
If you don’t want visitors or users to be able to reply to closed conversations, you can set a specified time limit to prevent this happening. If you would prefer conversations never reopened, you can set this to 0 days:
Choose who can see the Messenger
It’s easy to control who sees the Messenger launcher on your website/product. You can choose to show the Messenger to users, visitors or both.
You can also choose to show the Messenger to visitors or users who match certain data. For example, you could set it only show to visitors on your pricing page, and to users of a certain company size. Read more here.
Step 9 - Ensure visitors leave an email
List your trusted domains
Website visitors will be asked to leave their email address before starting a conversation with the Messenger. You can choose to turn this setting to never have this feature turned on, always ask for an email or only require it outside of your office hours.
Check out our technical guide for customizing the Messenger. You’ll learn how to create a custom launcher, position it on your site and more.