cookie forwarding

Hey ​@Sunny Rai 

Thanks for reaching out! It sounds like you’re nearly there with your custom domain setup, but the audience targeting for Help Center articles isn’t kicking in yet. 

For audience targeting to work, there are two key things needed:

1. Custom domain with HTTPS active – You’ve got this part set up!

2. Cookie forwarding enabled – This is likely what’s blocking the audience selection right now.

Cookie forwarding allows visitor cookies (like Intercom session cookies) to pass between your website’s domain and your Help Center’s custom domain. Without it, Intercom can’t recognize logged-in visitors across those domains which is why the audience rules stay grayed out.

How to enable cookie forwarding with GoDaddy:

While GoDaddy doesn’t provide a direct "cookie forwarding" toggle, you can achieve this by setting up your custom domain as a subdomain (like help.yoursite.com) and configuring it to forward cookies properly via CNAME or DNS settings.

1. Check your GoDaddy DNS settings and ensure your custom Help Center domain (e.g., help.yoursite.com) is set up as a CNAME pointing to Intercom’s domain (e.g., custom.intercom.help).

2. Update your site’s main domain (yoursite.com) to allow third-party cookies or set the same-site attribute to Lax or None. This is usually done via your website's server or content settings.

If your site is served over HTTPS, and both domains (your website and Help Center) use subdomains of the same root domain, cookies can usually be shared automatically. Otherwise, you might need help from your web developer to ensure cross-domain cookies are allowed.

Here’s Intercom’s cookie forwarding guide for reference:
Restrict Help Center articles to certain audiences

If you get stuck on the GoDaddy side or want to double-check your setup, I’m happy to walk through it with you!