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Our platform uses our own Intercom instance for chat support, but a recent integration provided us with a second Intercom instance to also include in our application for customers to reach out to their support as needed.  I have been looking for documentation about the feasibility of this, but have been unable to locate any across the site. 

For our instance, we use the Intercom JavaScript library loaded by Segment.  Our instance uses the identify verification functionality, but the new instance to be included does not.

 

Thanks for any insight into the feasibility of this, as well as any supporting documentation.

Hey @samuel.enerflo Racheal from the support engineer team here👋 

 

Are you looking to install two Messengers on one site? Although you may be able to get something working here, this is very problematic and would certainly cause issues. Also, because of the way JavaScript runs you would likely only have one Messenger load, which means outbound messaging would only work for one app. If you are looking to install the Messenger on multiple sites you can definitely do that! The Intercom Messenger can be installed on multiple domains at no extra cost, however, please note that all conversations starting from different domains will still land in the same Intercom workspace. To allow for this, just use the same app_id in all of the Messenger installations.

 

If you prefer having separate workspaces for each domain each workspace will require its own subscription. The cost benefits definitely exist for having just one workspace, however, having separate workspaces allows you to support multiple brands in one Messenger. If you do decide to use a single workspace you can add a custom attribute (e.g. SOURCE_WEBSITE) to identify the user's source, or view the page that the user is messaging from by hovering over the Messenger icon 

Screenshot+2023-06-01+at+7.31.32+PM.png

Thanks for the answer @Racheal.  We are looking at two Messengers within the same application.  Our use case is as follows:

  • We have our own Intercom experience for chat support within our application.
  • We have an integration with another company/product who also has Intercom for chat support + would like to embed their chat support within our app for better integration support.

Based on what you shared, it sounds like that is not a supported use case for Intercom + the JavaScript library.  Is that correct?

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