Hey @Kwiki Delivery Racheal from the support engineer team here 

Intercom's Wordpress integration can be a little tricky to customize, but it is possible with some custom code. The official way to customize the Wordpress plugin is by passing extra parameters to the plugin that details your customizations https://github.com/intercom/intercom-wordpress#pass-extra-parameters-to-the-intercom-messenger 

This will enable you to 

• Add custom user attributes
• Customize the messenger with a custom launcher or move the launcher's position
• Hide the messenger in certain conditions

Other ways of customization 

• Adding custom Javascript in your own template/code or use plugins like this
• Completely install Intercom via a custom theme functions.php file without the use of the WordPress plugin 
• Modifying the plugin behaviour in your current theme's functions.php file