Intercom app

Handle conversations on every channel—including Messenger chat, email, phone, WhatsApp, SMS, and social—directly from the Inbox.

Channels explained

How to connect Microsoft Teams to Intercom so Fin can answer questions directly in your Teams channels, including setup steps, channel types, and what customers experience.

Bring Fin's AI-powered support into your Microsoft Teams channels

Paul McAuliffe

Dawn Perrott

Beth-Ann Sher

Enabling the channels you use to communicate with customers, all from the Inbox.

Channels

Introducing the fully customizable Messenger that provides customers with in-context engagement throughout their journey.

Messenger explained

Introducing an enhanced Messenger experience, built for seamless customer interactions and conversational support.

Updates to the Messenger

Intercom Messenger offers options to customize, update, and troubleshoot welcome messages. This guide helps you navigate these settings.

Customizing, updating, or troubleshooting welcome messages in Intercom messenger

Learn how your customers can record a voice message, have it transcribed to text, and send it in the web Messenger.

Using voice transcription in the Messenger

You can send images with text, which helps provide context for your teammates and Fin.

Sharing files and images in the Messenger

How to enable queue position visibility for a team inbox, including prerequisites, limitations, and troubleshooting.

Show customers their queue position in the Messenger

Learn how to search for text inside an open Messenger conversation and step between matches.

How to search inside a Messenger conversation

Eric Fitzgerald

Setting up and customizing your Messenger to start chatting with customers.

Messenger

Install the Intercom Messenger and start having conversations with your logged-in users.

Install Intercom for users on web

Install the Intercom Messenger and engage logged-out visitors or leads.

Install Intercom for visitors and leads on web

How to install the Intercom Messenger using Google Tag Manager — no code required.

Install Intercom with Google Tag Manager

If your product rarely refreshes pages, you'll need to install Intercom using these instructions.

Integrate Intercom in a single page app

How to quickly install the Messenger on a Squarespace website.

Install Intercom on your Squarespace site

Start chatting to your users and leads on your WordPress site.

Install Intercom on your WordPress site

Unsupported Installation Workarounds

Find out what mobile and web system requirements Intercom has.

Intercom system requirements on web and mobile

Learn how to install the Intercom Messenger on your website in a few minutes — choose your install type, add the code, connect your customer data, and go live.

New Messenger install experience on your website

Step-by-step guide to installing the Intercom Messenger on iOS, Android, or React Native — from adding the SDK to authenticating signed-in users and testing.

New Messenger install experience in your mobile app

Installation

Learn how to customize, preview and manage the next generation Messenger.

Set up and customize the Messenger

How to install and use the next generation Messenger on mobile.

Use the Messenger in your mobile app

How to add, remove, and organize apps in your Messenger.

Customize your Messenger home with apps

Choose which users and visitors can start a new conversation with your team in the Messenger.

Control inbound conversation volume

How to localize the Intercom Messenger for your product, website and/or mobile app and communicate with customers in their language.

Localize the Messenger to work with multiple languages

No-code language override functionality that allows you to determine what language a specific customer should be spoken to in.

Enforce the language of the Messenger, Fin AI Agent and Workflows for specific users

Learn how to create a custom launcher on your site or mobile app.

Create a custom launcher

How to set up Messenger styles for multiple brands with unique logos, colors, and more.

Style your Messenger to support multiple brands

Smart suggestions provide relevant articles from your Help Center to automatically answer questions before they reach your inbox.

Let users help themselves with smart suggestions

Let customers search or browse your entire Help Center in the Messenger, without losing context.

Let customers search for articles in the Messenger

Let customers search for and view help articles in conversations.

Article Search app in bots and on mobile

Control when users and visitors can see the Messenger.

Hide the Messenger

Only show the Messenger to specific users and leads

Control who can see the Messenger launcher on your site

Provide 24/7 support even while you're out of office, and let customers know when to expect a response from your team during holidays.

Support customers during the holiday season

Ivan Branimir Skoric

Paula Lopez

Customizing

The Intercom JavaScript API

Intercom Messenger Cookies

Call the Intercom shutdown method to clear your customers’ conversations when they log out of your app.

How do I end a session?

Thibault Candebat

JavaScript API

Messenger FAQs

The Intercom Messenger in your product and on your website

How the Messenger shows alerts, when you're active, your team's response time and more.

Real-time messaging explained

If the Messenger isn't appearing on your product or site, follow these steps to troubleshoot the issue.

Troubleshooting when the Messenger doesn't appear

Michaela Hone

FAQs and troubleshooting

Learn how to set up email addresses, automatic forwarding, and domain authentication.

Connect your email support channel

Automatically send emails from your email clients to teams or teammates in Intercom.

Automatically forward emails to the Inbox

Send outbound email from the address you signed up to Intercom with, or from a custom email address.

Send outbound email from your own address

How to control which addresses email conversation replies are sent from.

Send replies from the address inbound emails are sent to

How to customize the email signature for your business.

Customize email signature

Improve email deliverability with link branding for email assets.

Use a custom domain for email assets

How to set up multi-brand email in your workspace and customize email signatures per brand.

Configure your email channel to support multiple brands

Fix DKIM, DMARC, and DNS authentication errors when connecting a custom email address to Intercom, with SPF guidance and sending fixes.

Troubleshooting email authentication issues (DKIM, DMARC, and DNS Setup)

Matthew Pelyhes

Email

Solve customer problems faster with phone calls, video calls, and screen-sharing.

Intercom Phone explained

Callers now hear the ringing tone they'd expect for their country — automatically, no setup required.

Country-specific dial tones for inbound calls

Michelle Faughnan

Using phone calls, video calls, and screen sharing to troubleshoot customer issues faster with modern, native phone support.

Phone

Get started with Messenger calls and adding phone numbers for inbound and outbound phone calls from the Inbox.

Connect your phone channel

How to enable recordings and transcripts for Messenger and phone calls.

Call recordings and transcripts

Getting started

Manage your phone availability and monitor teammate call handling from the Inbox.

Manage phone availability

Learn how to handle inbound phone calls from the Inbox.

Take calls from the Inbox

How to make outbound phone calls or Messenger voice/video calls and screen sharing.

Make outbound calls

Monitor calls in real-time to improve your performance management.

Monitor live calls

Set up post-call automations using the 'When a phone call ends' trigger. Covers setup, all call states, and example use cases.

Automate actions when a phone call ends

How to use workflow triggers and background actions while a phone call is in progress, including available triggers, supported actions, and what's not available.

Automate actions during live phone calls

Use the Phone dashboard to monitor live call queues, track daily and weekly performance, and make staffing decisions based on real-time agent availability and SLA compliance.

What is the Phone dashboard?

Managing

Use this article to find answers to common questions about Intercom Phone — covering pricing, billing, supported countries, call routing, troubleshooting, and known limitations.

Intercom Phone FAQs

Phone pricing

FAQs

View and respond to customer messages in Slack with seamless Intercom Inbox integration and AI-powered support.

Connect your Slack channel

Learn how to automatically send notifications about conversations and tickets from Intercom to specific Slack channels using Workflows.

Set up Slack notifications

How to send one-time outbound messages to your connected Slack channels.

Broadcast messages on Slack

Slack

Use the WhatsApp integration to handle conversations from WhatsApp directly in your Intercom Inbox and send outbound WhatsApp messages.

Connect your WhatsApp channel

How to connect multiple WhatsApp business numbers to Intercom.

Connect multiple WhatsApp business numbers

How to use WhatsApp message templates to reply to any conversation which has gone more than 24 hours without a reply.

Create WhatsApp message templates

How to let your customers contact you via WhatsApp through your product.

Open WhatsApp from your product

Carry conversations from the Messenger​ to WhatsApp

Using WhatsApp as a channel

How to apply rules to Workflows based on which WhatsApp account receives a message.

Use your WhatsApp Business number in Workflows

How to use Outbound to schedule and send outbound WhatsApp messages to your customers.

Outbound WhatsApp messages

Record and send voice notes directly from the inbox when replying to a WhatsApp conversation.

Reply with voice notes on WhatsApp

Troubleshooting WhatsApp errors

WhatsApp FAQs

WhatsApp message failure reasons and how you can resolve them.

WhatsApp message failure troubleshooting

WhatsApp

Reducing hold times for your customers and moving phone conversations to Messenger.

Switch

Learn how to set up Switch and move phone conversations to Messenger.

Install and set up Switch

Personalize the experience for your customers and decide how switched conversations are identified by your teammates.

Customize the Switch experience

Learn how to use Workflows to target Switch conversations specifically, routing them to the right team, applying SLAs, and automating responses.

Automate Switch using Workflows

Customizing and automating

Monitor your Switch usage in detail and find conversation reports.

Monitor Switch conversations and see reports

Monitoring and reporting

Learn more about Switch with these answers and tips.

Switch FAQs

How to configure call forwarding from Twilio to Intercom.

How to configure call forwarding from Twilio to Intercom for Switch

Engage, activate and connect with your customers - wherever they are - with two-way SMS.

2-way SMS explained

Increase engagement and encourage action with true two-way SMS connecting you to your customers—anytime, anywhere.

Get started with SMS in this quick 4-step guide.

Connect your SMS channel

Answers to common questions around toll-free verification for US numbers.

US toll-free verification

Quickly create and send SMS messages to increase engagement and encourage action.

Creating and sending SMS

How to handle your inbound SMS messages with keyword auto-responses and Inbox conversations.

Handling inbound SMS and responses

Handle 2-way SMS conversations and benefit from automation and routing.

SMS in the Inbox

How to use multiple SMS phone numbers in the same country, choose which number to send from in conversations, and route incoming SMS to the right team.

Channels

Articles

Collections