Hi @Bianca.bond  Eden from the support engineer team here.

The message that you can see on Intercom uses the "When a customer opens the Messenger" Workflow trigger. When you use this trigger, whenever a customer starts a conversation with you in the Messenger, they’ll be able to choose from suggested replies that you’ve defined.

You can read more about this Workflow trigger and how to create a Workflow that use this trigger in this handy article.