The next generation Messenger introduces ‘spaces’ for a more intuitive navigation, visual customization to align with your business brand and needs, and redesigned Messenger Settings to bring it all to life. We’ll go through each of these changes in detail.

A space is a place in the Messenger that’s focused on a particular job or use case. There are five new spaces; Home, Messages, Help, News, and Tasks. Customers can now navigate between each dedicated space depending on their particular purpose.

Each space and card in the Home space can be badged to show that there’s new activity such as unread messages.

The look of the components in the Messenger (eg. cards in the Home space) has been updated to be more modern. We’ve also reduced the amount of space that each component uses so that more can be shown on the screen at any one time.

There are three header options available; solid background, gradient background, and image background. For each option, you can also choose whether the background has a hard cut-off or fade at the bottom edge of the background, and select light or dark text.

If Article suggestions are turned on, the card has a new appearance and can now show up to 4 articles instead of 3. Article suggestions use machine learning to highlight relevant articles based on webpage, user behavior, and custom data.

The recent conversations card previously showed up to 3 conversations with recent activity. It now shows only one, and a badge on the Messages Space indicates whether there are more conversations to view.

The new Tickets space makes it easier for customers to find and keep track of any tickets they've opened, as these are separated from conversations in the Messages space.

The dedicated Help space allows customers to see, search, and browse through all of your Help Center collections without leaving the Messenger.

News can be both a card on the Messenger Home and also has a dedicated News Space containing your important announcements and updates, curated for each customer.

Turn on the new Checklists feature and give customers a clear path to success in your product. This will appear in the dedicated Tasks Space in the Messenger.

All of this can be updated and customized from the redesigned Messenger Settings.

Manage your Spaces and configure the features introduced in the new Messenger from a simple, no-code navigation panel:

Learn more about setting up your new Messenger here.

Existing JS API methods will work in the new Messenger (e.g. presentMessenger()). No additional methods were added to the JS API.

New methods have been added to the Android and iOS SDKs for the new Messenger.