You'll find your Messenger settings in Messenger & Omnichannel. The Messenger settings are divided into three sections. We’ll go through what each of them contains and how to manage them below.
This is where you manage your Web Messenger.
This is where you manage your 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.
The Content tab relates to your customer's initial experience with the Messenger, from the Messenger Launcher to the Messenger Home.
This is where you can choose 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 will live here.
Tickets - A space for all Tickets to live, separate from conversations.
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.)
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.
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.
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 preferences for multiple brands.
First select the brand you want to customize from the dropdown at the top.
Import your brand
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.
When you click Confirm the Messenger preview on the right will automatically be updated with your brand. Read the section below if you'd like to customize your brand manually. 👇
Set your brand colors
Manually select your brand colors to match your Messenger Background color and 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.
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.
Customize the Launcher
Decide how the Launcher should appear by uploading your own image, and choosing where to position it on your site.
Choose how customers start conversations with you, and introduce your team from Conversations.
Start conversation button text
The "Start conversation button text" or call-to-action (CTA) can be configured for teammates and Fin 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).
For conversations started with Fin, 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.
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.
In General settings, you’ll find inbound volume controls, office hours and reply times, supported languages, security settings, and other Messenger preferences.
Control inbound volume
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.
You can also turn on/off and add display conditions for the following options:
Prevent users or visitors from having multiple inbound conversations
With this turned on, if a customer already has an open conversation from the last 3 days, they'll be encouraged to continue that existing conversation, as opposed to starting a new conversation.
Value add: This is a great way to combat duplicate conversations from being created.
Require users or visitors to search before starting a conversation
With this turned on, a customer won't be given the opportunity to start a conversation until they search your articles through the Messenger.
Value add: This encourages users to self-serve before adding to your teams volume. This is a great way to deflect support conversations.
Prevent users or visitors replying to closed conversations
With this turned on, a customer won't be able to continue a conversation after the set timeframe.
Messenger experience: If teammates closes an existing conversation, the customer won't be able to reply to the conversation from the Messenger, instead they'll see a note "Your conversation has ended" and a button prompting them to start a new conversation.
Email experience: If teammates closes an existing conversation, and the customer replies to an email notification after the set timeframe, a new conversation will be created.
Value add: This allows teammates to get the credit when it's due. With this setting turned off, a customer can keep replying to the same conversation (or email thread), reopening the conversation - which would only count as 1 conversation towards the teammate's volume KPI.
Also, with this setting turned off, if your team is experiencing high volume, a customer can reply to an old conversation to reopen the conversation in the teammate's individual inbox (as long as they don't have Away & Reassign replies turned on). This essentially allows the customer to jump the queue.
What timeframe to use? Teams with live chat usually enable this setting with a "1 day" timeframe. Teams with more complex, troubleshooting conversations usually enable this setting with a "5 day" timeframe.
Office hours and reply times
Choose supported languages
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
Keep your Messenger secure by listing your trusted domains and subdomains, separated by commas.
Set up identify verification
We also strongly recommend setting up identity verification to keep third parties from impersonating your logged-in users and seeing their conversations.
Configure your other Messenger preferences such as whether customers hear a sound for incoming messages you send.
Certain subscriptions allow you to remove the Intercom branding from your Messenger. To remove branding, go to General and toggle the On/Off slider.
Save and set live
When you’re happy with your Messenger preview, click Save and set live.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts