The Intercom Messenger gives your customers a personal, flexible and fun messaging experience. And it works seamlessly across your website, web app and mobile app. Here's how it works: 

Modern design     

Every pixel of the Messenger has been designed to give you and your customers a more modern messaging experience.

Flexible message control  

You'll have full control over how your messages get delivered. You can set each message to arrive anyway you like with our flexible notifications and message types.

Message types fit for purpose

When you write a message, you're likely trying to do one of three things: start a conversation, get your users to do something right now, or help them understand your product more deeply. Our message types are designed to fit those jobs. 

Notes are perfect for encouraging your users to take action.

Posts allow you to tell longer stories that require lots of text, larger images or a video.

Chats work just like before and are purpose-built to start conversations.

All these message types work across iOS and Android too. Here’s how they look:

Optimize your message delivery

You can define exactly how each message arrives, regardless of message type.

Less interruption gives customers the freedom to read messages when it’s best for them. This in turn will make your messages more likely to be read. 

A snippet shows the first few words of the message and entices your customer to read more. 

A badge simply displays the unread message count.  

Or you can choose to have the message open in full when it arrives.

Here’s how your notifications look on mobile:

Here's how to set up your message types and notifications for maximum impact:

Fun and expressive reactions

Don’t have time to manage a ton of text replies? Let your customers reply to messages with fun and expressive reactions instead. You can choose any combination of emojis to appear as the reactions in your messages.

Personal and customizable  

Your new users don't know you - yet.  When you share things as simple as your real name and what you do in your company, they can quickly get to know you and trust you. We’ve redesigned the Messenger to help you have more authentic and personal conversations with your users.

When a customer gets in touch they’ll see your team profile with your expected response time.

You can opt to show your automatic response time (currently in beta) which means we’ll work out your average response time for you. Or you can select your own response time and let customers know that your team usually respond to conversations in a few minutes, a few hours or within a day. 

Once customers are in a conversation, they’ll get a sense that they’re talking to a real person. Your teammate profile shows users who you are, where you are, what you do and how you can help.

You can now welcome your website visitors in an even more personal way. We’ve set you up with a simple default message that sends to visitors when they first arrive on your site. From their very first visit, they’ll know where and how to ask you questions.

There’s a couple of things we’d encourage you to go and do:

  1. Each of your teammates should personalize their own teammate profile to showcase their individual personalities and specialities. They can do this in their admin profile. 
  2. We definitely recommend that you go ahead and write your team profile and set your expected response time now.
  3. You should customize your default message to match exactly what you want to say. You’ll find this in your app settings.  

Lastly, you should choose a wallpaper to add a dash of personality to the Messenger and help it stand out in your website, web app or mobile app. 

How do I get the Messenger on my native mobile app?

If you’ve already installed Intercom on your native mobile app, just upgrade your iOS or Android app to get the new Messenger. Or you can install Intercom for iOS or Android from scratch.

What’s next? 

We’d really encourage you to take 5 or 10 minutes to update your live messages to make the most of these message types and notifications. 

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