Choose a color that matches your brand, create personalized profiles that introduce customers to your team, localize your language and more. Here’s how to customize the Intercom Messenger so that it feels completely at home on your product, site or mobile app.

Not what you’re looking for? 

You’ll find more technical options for customizing the Messenger here

Select your color 

It’s easy to change the color of the Messenger to suit your brand. Just select 'Messenger Appearance' from the app settings menu, and enter your color code. 

Important: We recommend choosing a color that contrasts against the background of your site, so that your customers can clearly see how to get in touch with you.

The color you choose will affect a number of items, like:

  • The Messenger launcher. 
  • Your team profile and teammate profile.  
  • Buttons, links and headings in your messages.

Choose a fun wallpaper

You can also choose a wallpaper to add a dash of personality to the Messenger. 

Note: Choosing a wallpaper is only available with the new Intercom Messenger

Personalize your profiles  

Your new users don't know you - yet.  When you share things as simple as your real name, a photo, and what you do in your company, they can quickly get to know you and trust you. Your profile is designed to build trust between you and your customers to get you talking more easily, and more personally.

Step 1 - Write your team intro 

When a customer starts a new conversation they’ll see your team profile with your team intro. This should introduce your team and let your customers know how you can help them. Write your team intro in your Intercom Messenger settings - just keep it short and sweet. 

Now your customers will receive a warm welcome each time they start a conversation. 

Important: Here’s how we decide which teammates appear on your team profile. It’s important that each of your teammates upload happy, smiling avatars of themselves.

Step 2 - Show your team’s availability

First, set your office hours  

Office hours set your customers’ expectations for when you’ll be back in the office and available to reply. When a customer opens the Messenger outside of office hours, they’ll see when your team will be back online, like this: 

By default, your office hours are set to weekdays from 9am to 5pm. It’s easy to edit your office hours in your Messenger settings - just select ‘Add’, then choose the days and time you’re in the office

Note: Your office hours are calculated based on your app’s local timezone

Then, set your expected response time

Once you’re happy with your office hours, set your reply time in your Messenger settings. This sets your customer’s expectation for when they should expect a response from your team. You can do this by: 

  • Selecting ‘Automatic reply time.' This pulls in your team’s median first reply time over the past 7 days. 
  • Or by setting your reply time manually - just select ‘typically replies within a few minutes’, ‘few hours’ or ‘within a day’ as your reply time. 

Important: We use your office hours to calculate your automatic reply time. Review your office hours now to ensure your automatic reply time calculation is accurate.

Step 3 - Write your teammate profiles 

Once your customers are in a conversation, they’ll see your teammate profile. Each one of your teammates will need to add their job title and intro to their individual profiles. This should let customers know exactly who they’re talking to and how each teammate can help them. 

To do this, hover over your avatar on the lower left-hand side of your screen, select your individual settings and write your 'public profile' there.

Note: Teammate profiles are only available with the new Intercom Messenger

Step 4 - Personalize your default welcome message 

We’ve set you up with a simple default message that sends to visitors when they first arrive on your site. This helps you welcome your website visitors in a warm and personal way. From their very first visit, they’ll know where and how to ask you questions. 

You should go ahead and customize it to match exactly what you’d like to say. 

Select your language 

You can add a language and make that the default language of the Messenger. Do this in your Messenger Settings.

Now all of the UI language in the Messenger, such as “New Conversation” will be localized.

You can also select other languages to allow. For example, if your default language is English, you can allow the Messenger to appear in French, German and Spanish too.

Note: 

  • Check out our localization docs for more information on localizing Intercom to work with different languages. 
  • If you’re on our Respond Lite plan, you can only add one default language. You’ll need to have Respond Standard to add more than one language. 

Opt to turn new conversations on or off 

If you can’t handle the volume of new conversations you’re receiving, you can turn off inbound conversations in your Messenger settings. Once this is turned off, people won’t see the ‘new conversation’ button in the Messenger. 

Note: This setting is only available to apps with an active Engage subscription. If your subscription also includes Educate, this will not turn off the ability for people to start new conversations from your Help Center. 

What's next? 

Next, we definitely recommend that you check out our technical guide for customizing the Messenger. Here you'll learn how to choose how users can open the Messenger, how to make the Messenger only available for selected users and more.  

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