Intercom

Handle conversations on every channel—including email, phone, SMS, social, and Messenger—directly from the Inbox.

Channels explained

How to integrate with Instagram and handle conversations from Instagram directly in your Intercom inbox.

Instagram app

How to integrate with Facebook and handle conversations from Facebook Messenger directly in your Intercom inbox.

Facebook app

Beth-Ann Sher

Paul McAuliffe

Michaela

Channels

Introducing the fully customizable Messenger that provides customers with in-context engagement throughout their journey.

Messenger explained

How the Messenger shows alerts, when you're active, your team's response time and more.

Real-time messaging explained

Set the Messenger's appearance, language, apps, reply time, visibility and more.

Customize the Intercom Messenger

Paula Lopez-Pozuelo

Setting up and customizing your Messenger to start chatting with customers.

Messenger

Learn how to customize, preview and manage the next generation Messenger.

Set up and customize the Messenger

Help customers focus their attention and find information faster with a subtle Compact Messenger.

Use the Compact Messenger

How to install and use the next generation Messenger on mobile.

Use the Messenger in your mobile app

The Intercom Messenger in your product and on your website

Getting started

How to add, remove, and organize apps in your Messenger.

Customize your Messenger home with apps

Provide 24/7 support even while you're out of office, and let customers know when to expect a response from your team during holidays.

Support customers during the holiday season

No-code language override functionality that allows you to determine what language a specific customer should be spoken to in.

Enforce the language of the Messenger, Fin AI Agent and Workflows for specific users

Learn how to create a custom launcher on your site or mobile app.

Create a custom launcher

Support multiple brands on different domains with unique logos, colors, and more.

Configure your Messenger to support multiple brand styles

How to localize the Intercom Messenger for your product, website and/or mobile app and communicate with customers in their language.

Localize Intercom to work with multiple languages

Choose which users and visitors can start a new conversation with your team in the Messenger.

Control inbound conversation volume

Let customers search for and view help articles in conversations.

Article Search app in bots and on mobile

Control when users and visitors can see the Messenger.

Hide the Messenger

Only show the Messenger to specific users and leads

Control who can see the Messenger launcher on your site

Let customers search or browse your entire Help Center in the Messenger, without losing context.

Let customers search for articles in the Messenger

Smart suggestions provide relevant articles from your Help Center to automatically answer questions before they reach your inbox.

Let users help themselves with smart suggestions

Laura J

Customizing

The Intercom JavaScript API

Intercom Messenger Cookies

Call the Intercom shutdown method to clear your customers’ conversations when they log out of your app.

How do I end a session?

Ivan

Thibault Candebat

JavaScript API

Messenger FAQs

If the Messenger isn't appearing on your product or site, follow these steps to troubleshoot the issue.

Troubleshooting when the Messenger doesn't appear

FAQs and troubleshooting

Automatically send emails from your email clients to teams or teammates in Intercom.

Automatically forward emails to the Inbox

Send email from the address you signed up to Intercom with, or from a custom email address.

Sending email from your own address

How to customize the email signature for your business.

Customize email signature

Improve email deliverability with link branding for email assets.

Configure a custom domain for email assets

Matthew Pelyhes

Email

Solve customer problems faster with phone calls, video calls, and screen-sharing.

Intercom Phone explained

Mariah

Using phone calls, video calls, and screen sharing to troubleshoot customer issues faster with modern, native phone support.

Phone

Get started with Messenger calls and adding phone numbers for inbound and outbound phone calls from the Inbox.

How to set up Intercom Phone

How to enable recordings and transcripts for Messenger and phone calls.

Call recordings and transcripts

Manage your phone availability and monitor teammate call handling from the Inbox.

Manage phone availability

Learn how to handle inbound phone calls from the Inbox.

Take calls from the Inbox

How to make outbound phone calls or Messenger voice/video calls and screen sharing.

Make outbound calls

Monitor calls in real-time to improve your performance management.

Call listening

Managing

Intercom Phone FAQs

Phone pricing

FAQs

Use the WhatsApp integration to handle conversations from WhatsApp directly in your Intercom Inbox and send outbound WhatsApp messages.

Connect WhatsApp as a channel

How to use WhatsApp message templates to reply to any conversation which has gone more than 24 hours without a reply.

Create WhatsApp message templates

How to let your customers contact you via WhatsApp through your product.

Open WhatsApp from your product

Carry conversations from the Messenger​ to WhatsApp

Using WhatsApp as a channel

How to apply rules to Workflows based on which WhatsApp account receives a message.

Use your WhatsApp Business number in Workflows

How to connect multiple WhatsApp business numbers to Intercom.

Connect multiple WhatsApp business numbers

WhatsApp FAQs

Troubleshooting WhatsApp errors

How to use Outbound to schedule and send outbound WhatsApp messages to your customers.

Outbound WhatsApp messages

Ryan Quinn

WhatsApp

Reducing hold times for your customers and moving phone conversations to Messenger.

Switch

Learn how to set up Switch and move phone conversations to Messenger.

Install and set up Switch

Personalize the experience for your customers and decide how switched conversations are identified by your teammates.

Customize the Switch experience

Increase your team efficiency further by using Workflows for easy conversation handling.

Automate Switch using Workflows

Customizing and automating

Monitor your Switch usage in detail and find conversation reports.

Monitor Switch conversations and see reports

Monitoring and reporting

Learn more about Switch with these answers and tips.

Switch FAQs

How to configure call forwarding from Twilio to Intercom.

How to configure call forwarding from Twilio to Intercom for Switch

Engage, activate and connect with your customers - wherever they are - with two-way SMS.

2-way SMS explained

Increase engagement and encourage action with true two-way SMS connecting you to your customers—anytime, anywhere.

Get started with SMS in this quick 4-step guide.

How to set up SMS

Answers to common questions around toll-free verification for US numbers.

US toll-free verification

Quickly create and send SMS messages to increase engagement and encourage action.

Creating and sending SMS

How to handle your inbound SMS messages with keyword auto-responses and Inbox conversations.

Handling inbound SMS and responses

Handle 2-way SMS conversations and benefit from automation and routing.

SMS in the Inbox

Sending and receiving

Useful information on frequently discussed SMS requirements.

Staying compliant with SMS

Use Subscriptions to manage your SMS consent and opt-ins for sending SMS messages.

SMS consent management

Best practices

Use reports to understand the impact of outbound SMS on customer engagement and activation.

Outbound SMS reporting

How to activate and manage different countries and phone numbers for SMS messaging.

Country and phone number management

Reporting and management

Answers to common questions around sending and receiving SMS messages.

SMS FAQs

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