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Messenger

Intercom's fully customizable Messenger, providing customers with in-context engagement.

  • 445 Topics
  • 1,212 Replies
445 Topics
Christine Z
Employee
Christine ZEmployee
posted in Messenger
Feedback Needed! Customizing the Start Conversation Button in the Messenger

Hi everyone 👋 Soon you’ll be able to change the phrase used in the start conversation button on the Messenger Home screen via a drop down of options. We’d love to get your feedback on if these choices resonate and if you have suggestions you’d like to add. Right now we’re considering Send us a message, Ask a question, Chat with us, Talk to us, Contact us, and Start a conversation.    Just let me know in a comment below! PS - this first iteration won’t support a free text input, just a selection of pre-canned options.  Thanks, Christine 

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PaulTaylor
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Aman KeteboNew Participant
asked in Messenger
Is there a way to highlight high-value customers inside the Intercom inbox?

Curious if Intercom has a feature (or workaround) that can visually highlight high-LTV customers in the inbox view — maybe the top 10% based on spend or subscription tier? I currently use Stripe for payment processing but the Stripe integration doesn’t seem to have this feature.Basically, I’m trying to make sure support agents can instantly spot who’s worth prioritizing or giving more attention to, especially when ticket volume spikes.Does anyone currently do this, or is there a native feature I might’ve missed?

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Nathan Sudds
Top Expert ✨
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Shaunna LaceyNew Participant
asked in Messenger
Keyboard Nav in Messenger (Sources)

Hello,  I was recently testing the keyboard navigation on my help site and while most things work really well, when viewing a response in the Messenger I can’t seem to navigate into the Sources section. I’m not sure if I’m doing something wrong or if this isn’t currently possible. I would like all my users, including those only using keyboards, to be able to navigate to the bot’s sources. 

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Anouck LAMBERTNew Participant
posted in Messenger
Rules to trigger the News tab in Messenger

Same as for a workflow, I would like to be able trigger my News tab in the chat messenger to specific users only. In that way, I would like to set up rules. For instance, I would like a News XYZ to be visible only for Users A, but not for users B & C. 

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Simon from AccountableNew Participant
asked in Messenger
Can we add more than 22 apps to "customize home with apps"?

We operate in 2 countries and 4 languages. Each “app” needs to be split into 5 different versions.We quickly reached the limit of 22 apps to be added to the Messenger Home in the settings > channels > messenger Any way to go above 22?

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Paul Byrne
Intercom Team
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Anthony Miller 2New Participant
asked in Messenger
Anyone using a third party app for image uploads?

Curious to know if anyone is using something other than the native image/file uploader for customers inside of messenger ? Thanks for your insight! 

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Paul Byrne
Intercom Team
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Vibhuti KhuranaNew Participant
asked in Messenger
Article suggestions in Messenger when User starts a conversation

How can I manage the article suggestions that comes in the messenger when a user asks a question? Lately we have been having issues with the article suggestions and want to improve/change it 

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Paul Byrne
Intercom Team
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User1172New Participant
asked in Messenger
Forcing agents to apply tags before closing conversations

Is it possible to force the agents in our system to tag conversations before they close them? For example if an agent were to attempt to close the conversation without tagging it, it would send a message saying 'Please tag this message first!' and it would prevent them from closing the conversation

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Amin AzimiNew Participant
asked in Messenger
Something's gone wrong (Next JS)

Hello there. I recently added the Intercom SDK to my Next JS web app. The problem is that when a user is not authenticated and opens the chat and then tries to log in.After logging in, they will receive the attached screenshot error when they try to open a new chat or read the old chat.I added logs to the useEffect and correctly sent user data to the Intercom as options.After reloading the page, it works properly. And I have to mention that if I don’t open the chat before logging in and try to log in, it works well. The problem occurs exactly when I open the chat, for example, on the Login page, and then attempt to log in.Here is my Intercom provider, which wrapped `_app.js`: import Intercom, { shutdown } from '@intercom/messenger-js-sdk';import { InitType } from '@intercom/messenger-js-sdk/dist/types';import { isEmpty } from 'lodash';import { ReactNode, useEffect, useMemo } from 'react';import { useSelector } from 'react-redux';import { selectBusiness, selectUser } from 'features/auth

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Paul Byrne
Intercom Team
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Ulisses TestNew Participant
asked in Messenger
Inbound Phone Calls on Messenger

Hi everyone,Is it possible, in Intercom, to have on the Home page for Messenger (both Web and Mobile) to have a link or a button/widget that allows customers to call a specific number?I’ve managed to place a “tel:+1” on a message in a workflow, but I haven’t been able to place a number that’s easily accessible both on web and on mobile SDK. e.g.: Customer opens Messenger and clicks on an element and that straight calls the number reflected there, just for easier access.Also, on Home (Web) by customizing it with Apps the external links one interestingly accepts “mailto:” , but not “tel:”Any help? Or am I asking for features that don’t exist? 

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Shaq Payne
Intercom Team
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ibrahim123New Participant
asked in Messenger
After identifying user, his previous messages doesn't show up.

We use intercom messenger in our vue app. In out general components(App.vue) in initializing intercom as Intercom({ app_id: process.env.INTERCOM_APP_ID })then after getting user info from backend i call:boot({ app_id: process.env.INTERCOM_APP_ID, user_id: user.id, name: user.name, }).And finally if user log out i call:shutdown()boot({ app_id: process.env.INTERCOM_APP_ID })Script works but when user opens messages in tab after logout and then log in, it see his username and everything except for his messages. It doesn’t showing. But if open widget only after log in in shows because i see spinner so there going fetch for messages. If user reload page also works. Problem appears after log out and log in

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Paul D
Intercom Team
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Anthony Miller 2New Participant
asked in Messenger
do you restrict file uploads?

My security team is worried about allowing customers to send us image files in messenger. Is this a valid concern? Is there a way to get malware through messenger? Is anyone here restricting your file uploads?This is my third company that I've been at that uses intercom, and I've never heard this concern expressed before. So while I don't want to dismiss it, the documentation feels pretty clear about how safe this is. Plus, I need customers to be able to send us screenshots.  Thanks in advance. 

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Paul Byrne
Intercom Team
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Rob B11New Participant
asked in Messenger
Does Intercom have a desktop app?

Hi, I am very new to Intercom and so far, so good. However, I'm having to use it via a tab in my Safari browser on desktop, whereas its an app on my iPhone.The browser version is really hit and miss for giving notifications and I keep missing customers.I'm used to using apps like Slack on my desktop which make staying in touch really easy. Is there not a way to have Intercom as a stand alone app on my desktop Mac?Thanks in advance for any help!Rob

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Team SwipeNew Participant
asked in Messenger
Is there anyway we can change the way intercom opens?

Hello Intercom Community, We recently started using Intercom for our company Swipe. Can we change the location of the icon and its appearance? Thanks in advanceTeam Swipe

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Custom Your CharmsNew Participant
asked in Messenger
Messenger icon doesn't show in ios safari

hi all,I have implemented intercom into my website, issue is intercom icon or messenger icon doesn’t show if my user uses ios/safari. They report that some of devices is working but most of them doesn’t show so it’s not stable at all for my business.I dont know what I do wrong here.I try to reach out intercom support but it’s bad they just like blaming back to me  something like thisI think intercom must work for mostly case (I know except for pretty old devices and os).Thank you

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Nathan Sudds
Top Expert ✨
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Ron DulNew Participant
asked in Messenger
How to have clickable phone number in message

Is it possible have insert a “clickable” phone number into a messenger message, so a user on a mobile device can tap the message and call?E.g.When a query cannot be solved by a customer service agent via the chat, the customer service agent may say “Please call us” and insert the phone number into the message. The user, on their phone, would then tap the phone number.In HTML it would look like this: <a href="tel:6031112298"></a> The phone number above should be “clickable”Many thanks.

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Hasan KNew Participant
asked in Messenger
Disable pop-up on reply?

If a user has closed the Messenger pane, I don't want to show it when they receive a reply. I'd like it to show a notification bubble on the launcher and show the pane only when they click on it. I'm unable to find this option in any of the settings.

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PaulTaylor
L
lifanActive User
asked in Messenger
Message sent from Intercom shows up differently in Messenger

Hi, when we reply messages from Intercom, all the new lines were removed when it shows up in Messenger.Here is the message we sent: However, here is what it shows up in Messenger:You can see the new lines and numbers are removed. Anybody knows why?

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Jacques Reynolds
Intercom Team
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twalk2New Participant
asked in Messenger
React Native Broken Images and Articles

React-native: 0.73.6 intercom-react-native: 7.2.1In the messenger we have images that are not displaying and when clicking on an article it will navigate to a blank modal. Any suggestions?missing images display question mark 

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mateusz.leszkiewicz
Intercom Team
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Yusuf CelenliNew Participant
asked in Messenger
How to make a "chat now" button on Shopify activate Intercom?

Hey all. We use Shopify + Intercom. We currently already have Intercom integrated and working.We are looking to achieve a simple thing and seem to be getting nowhere. How/where in Shopify do we go to make it so that we can code a button to activate the Intercom messenger to open up?Most websites have buttons like “Chat Now” that would activate their chat widget.

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Elisa Lo IaconoNew Participant
posted in Messenger
pop up message to explain the meaning of each emoji.

I recently created a post (no reply - only ability to react) with emoji reactions. Emojis can be interpreted differently; for example, a thinking face might convey curiosity, interest but also concerns, or doubts.Two hands together in prayer could be interpreted as “pray” but also “please”.  Could we implement a small popup message when hovering over emojis to briefly describe what each reaction represents? This way, we’ll ensure that everyone is clear on what each emoji represents and in turn, the data collected (and the reports we obtained) will be more meaningful. Just an idea to see what the community thinks about this? 

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mateusz.leszkiewicz
Intercom Team
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mobiusnobanNew Participant
asked in Messenger
I want to integrate a chat interface with Intercom into our project. But ...

Hello, experts in IntercomI want to integrate a chat interface like above with Intercom into our project. But I can’t find solution without integrating chat box into this website.For implementing this chat app with intercom, how to set in Intercom account?Thanks

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Ryan Parker
Intercom Team
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Roland PakNew Participant
asked in Messenger
How to integrate multi-domain into one intercom workspace?

I have 3 projects and 3 domains for each one.I want to integrate these into a single intercom workspace.But thr problem is that when I visit one of my 3 websites, click the intercom button, type some text and click the sending button, the message is displayed not only in the current websites but also displayed in other 2 websites.This is a critical issue for me.I have tried session_id, and other things but it doesn’t work.I’ve developed my sites by using Next.js.How can I handle this?

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Diogo Silva
Innovator ✨
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AndyZNew Participant
asked in Messenger
Messager Reply buttons: Get more help

How can I disable or hide the “Get more Help” button?

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Jacques Reynolds
Intercom Team
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Phuong HUYNHNew Participant
asked in Messenger
Issues with the Intercom Messenger in Vietnam

Hi, I cannot connect to my admin account in Vietnam. My company is based in France. I have made a research and understand that I need to change the Javascript code into api_base: 'https://[your app ID].intercom-messenger.com' Could you please confirm to me if this is still working as a workaround? If yes, can you show me how to change the Javascript code with screenshots, it would be much easier from my side? Because after doing this, I still cannot load Intercom.If this solution is not working anymore, would it be possible to have another solution on this please? Thank you for your help!Kind regards,Phuong

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