Hide the Intercom Messenger launcher (for web) 

You can turn off the Intercom Messenger launcher in your Messenger settings. Just deselect the option to show the standard launcher to users or visitors. 

This disables the launcher in your app (or on your website) which allows your users to contact you, and see their past conversations with you. Your Messenger visibility settings will also apply to the Messenger on your Help Center.

You can also disable it by removing the "config.inbox.style = :default" line from the rails gem.

You can also completely customize the launcher – here's how to do it

Can I still message my users?

All your outbound in-app messages are still delivered to your users even when the Messenger launcher is disabled. 

Your users will see these messages and can engage in conversation with you, but as soon as they've read or dismissed them, they won't be visible to the user anymore. 

These will be available to view if the launcher is turned back on.

Hide the Intercom Messenger launcher (for mobile)

You can hide hide the Messenger launcher in your mobile app. Here's how: 

Show or hide the Intercom Messenger to select visitors and users (for web)

Show the Messenger launcher to select website visitors 

You can control which types of website visitors can see the standard Messenger launcher on your website, so your sales team can chat to more of the types of leads you want. 

Under ‘Control your inbound conversation volume’ in your Messenger settings make sure you’ve opted to show the launcher to visitors. Then, select ‘Visitors who match certain data.’ 

Finally, select ‘Add data’ and choose the attribute or attributes you want to filter visitors by. For example, if you find that too many visitors are writing in and your sales team is spending too much time on low value leads, then you could only show the Messenger launcher on pages of your website where visitors have a stronger intent to buy, such as the pricing page.

You can add as many attributes as you like. For example, below we’ve chosen to show the launcher to visitors on the pricing page, who have viewed it 3 times and are from Chicago. 

Show the Messenger launcher to select users 

You can also control which logged-in users see the Messenger. For example, you might only want your VIP customers to see the Messenger so you can offer them real-time support. 

Show or hide the Messenger launcher for selected leads or users (technical)

Or you can choose to show or hide the Messenger launcher for select users in your JavaScript code. Here’s how:

  1. First, you’ll need to hide the Messenger for all of your customers. Just visit your Messenger settings page and deselect the options for showing the Messenger. 

  2. Next, you’ll need to think about which users you’d like to show the Messenger to (for example, your VIP customers) and add some code to identify them in your app. We recommend storing this as a boolean, like UserIsVip.
    3. Finally, add the hide_default_launcher attribute to your intercomSettings object on your site, and populate it with true or false using the boolean you defined in step 2. The value of hide_default_launcher should be true if you want to hide the launcher, or false if you want to show it.

Note: If you followed the steps above, you could use a snippet like this to show the launcher to your VIP customers only. Remember to input your workspace ID (this appears as your app ID in the code) where specified.  

window.intercomSettings = {
  email: "example@example.com",
  name: "John Doe",
  user_id: "123",
  created_at: 1234567890,
  app_id: "YOUR_APP_ID",
  hide_default_launcher: !UserIsVip

There are many other instances where you might want to conditionally hide or show the Messenger launcher and you can apply similar logic in these cases. Here are more examples:

Hide the launcher for people viewing your site on mobile devices

If you’d prefer to only show the Messenger on the desktop version of your site, you can hide it for those who visit on a mobile device. Using a JavaScript function (like this one), you can identify if a visitor is using a mobile device, and provide a “true” value for hide_default_launcher if so. This will allow you to show or hide your Messenger, based on if people are visiting your site on a mobile device.

Show the Messenger when a visitor scrolls or completes an action on your site

You can trigger the Messenger to show when a visitor has scrolled to a certain point, or has completed a specific action on your website. To hide or show the launcher after a webpage has loaded, use the Intercom(‘update’) method from our JavaScript API to dynamically change the value of hide_default_launcher

Intercom('update', {
  "hide_default_launcher": false

We created some sample code here using jQuery that demonstrates how you can apply this method.

Note: Even when you hide the launcher, your messages will still appear for your customers. The difference is they won’t be able to access the Messenger when they want to. 

What’s next?

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