We embed Intercom Messenger directly inside our product’s editor, and many users open a conversation specifically to ask questions while they continue editing. In this context, the current fixed-position Messenger window can cover important parts of the UI and make the editor hard to use.
Our users are asking for the ability to freely move or detach the Messenger while keeping it open, so they can keep both the editor and the conversation visible and usable at the same time.
Requested capabilities:
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Allow end users to move the Messenger window
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Make the Messenger window draggable by default, or
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Provide an option to enable “floating / draggable” mode per workspace or per app.
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Ideally remember the last position per user and restore it the next time they open the Messenger.
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Optional alternative: detachable / pop-out mode
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Provide a way to open the Messenger in a separate floating panel or browser window while keeping it connected to the current session.
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This would let users keep the editor full-screen while referencing the conversation side-by-side.
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Configuration for product teams
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A setting in Messenger configuration (e.g. “Allow users to move Messenger window”) so we can enable this behavior only on certain pages (such as editors, complex forms, or dashboards).
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An API hook/event so that we can react when users move or pop out the Messenger (for example, to adjust other UI elements).
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Why this matters:
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In tools with complex editors (site builders, app builders, design tools, etc.), users frequently need to ask questions while actively editing. A fixed Messenger that overlays the canvas or important controls leads to frustration.
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Allowing users to reposition or detach the Messenger would significantly improve usability and reduce friction, without requiring product teams to build their own support UI.
This feature would help a lot of products where Intercom is embedded into a dense UI, and would directly address user feedback that “the chat gets in the way while I’m trying to work.”