Carrying on a conversation across different brands/URLs

Hey ​@Emma Rutherford 👋,
 

Hope you’re having a Londonful week!

You’re spot on that the "Brand" feature is usually the go-to for separate identities, but as you’ve noted, switching Brands mid-stream typically breaks the conversation continuity for the user.

However, there is a rather elegant workaround. If you want the branding to change but the session to stay seamless, you should keep both sites on the same Brand/Workspace but use Javascript overrides to re-skin the Messenger on Site B.

This way, the app_id remains constant, the user’s history follows them across domains, but the visual furniture (colors, etc.) adapts to the specific site they are currently browsing.

The Technical Bit

On Site B, you’ll want to tweak your window.intercomSettings snippet. You can hardcode these specific attributes to override your default Workspace settings:

JavaScript

<script>
  const APP_ID = "Your-Workspace-ID" // IMPORTANT: Replace with your workspace ID

  window.intercomSettings = {
    api_base: "https://api-iam.intercom.io",
    app_id: "YOU_APPID",
    action_color: "#960b50", // Change to Site A's primary brand color
    background_color: "#000000" // Change to Site A's primary brand color
  };
</script>

<script>
(function(){var w=window;var ic=w.Intercom;if(typeof ic==="function"){ic('update',w.intercomSettings);}else{var d=document;var i=function(){i.c(arguments);};i.q=[];i.c=function(args){i.q.push(args);};w.Intercom=i;var l=function(){var s=d.createElement('script');s.type='text/javascript';s.async=true;s.src='https://widget.intercom.io/widget/' + APP_ID;var x=d.getElementsByTagName('script')[0];x.parentNode.insertBefore(s, x);};if(document.readyState==='complete'){l();}else if(w.attachEvent){w.attachEvent('onload',l);}else{w.addEventListener('load',l,false);}}})();
</script>

The Name Game: As a bit of a shortcut, consider naming your App  "Support" or something equally neutral. It sits comfortably on both websites without feeling out of place.

You can find the full list of what you can tinker with in the Intercom Developer Docs.
 

If you need a hand with the specific CSS or script logic to make Site A look distinct, just give us a shout!

Cheers,

Roy 🇬🇧