With Intercom you can support multiple brands or businesses from a single Help Desk product, while ensuring the Messenger is a perfect match for each of your different domains. This article explains how to set up multiple brand styles in the Messenger for both Web and Mobile SDKs.
Supporting multiple brands is only available on certain Intercom plans.
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Add additional brands on Web
By default, the Intercom Messenger has one group of style settings for a single brand which you can configure in Settings > Channels > Messenger > Web > Styling.
The brand name for the default brand is the name of your workspace, which you can change under ‘Settings > Workplace > General’.
To add an additional brand, click on your brand name in the Styling section and select + Add new brand from the dropdown.
In the window that opens, specify the brand name and URLs (domains or subdomains) where you’d like to use it.
To use this brand style on more than one domain, click + Add URL. When the Messenger is loaded on any other domain (not specified in an additional brand style) the default brand style will be applied.
You can also choose which Help Center (if you have more than one) you want this new brand to use in the Messenger.
When creating a new Messenger Brand for a Help Center, make sure that the Messenger Brand URL matches the Help Center URL.
Subdomains
You can specify subdomains (app.examply.com) and subdirectories (examply.com/a/apps/…) in the URLs you target.
There is a hierarchy of matching: Exact > Partial > Wildcard
Exact match - where the visited domain exactly matches their brand URL.
Partial match - where the visited domain contains the brand URL e.g. Brand →
examply.com/helpdomain →examply.com/help/1Wildcard match - where the URL matches with some wildcarded value.
Wildcarding
Wildcarding is using * once at the start of your brand URL as a catch all term.
For example:
Brand 1 →
examply.com→ Blue styled MessengerBrand 2 →
*.examply.com→ Red styled Messenger
Note:
Any use of
wwwis disregarded when matching, i.e.www.examply.comis the same asexamply.comA URL with more than one wildcard
*won’t be matched.A URL with a wildcard anywhere other than the first character won’t be matched.
Add additional brands on Mobile SDKs
Messenger Brands for your mobile app can be created and managed from Settings > Channels > Messenger > Mobile SDKs > Styling.
Click on your brand name and select + Add new brand from the dropdown.
When you add a new brand style, you can also choose a Help Center you want that Messenger Brand to use on your mobile app.
Brand limits
Your additional brands must have unique names.
Each brand domain can only be associated with one brand.
You may have up to 100 brands in your workspace.
Each brand can be used on a maximum of 25 domains.
"Brand" attribute can't be set/changed manually for a user/conversation
Customize your additional brand styles
After setting up your additional brand names and domains, it’s simple to customize the Messenger to suit each brand. Just select the brand from the dropdown in the Styling tab (as described above) and then customize the Messenger to match that brand on:
Note: Messenger content such as spaces, apps, the welcome message, etc. cannot be customized for multiple brands.
Appearance in the Messenger and the Help Desk
When the Messenger loads on any of your domains, it will appear with the appropriate branding, and Messenger position.
When a customer starts a conversation in the Messenger, you can easily see which brand you’re representing via the Help Desk in "Conversation details" and offer a cohesive, on-brand experience for all your customers.
Your team intro, greeting, and other Messenger settings will be the same across all your domains.
Appearance in email notifications
Emails are also personalized with your company branding. Email will come from <Teammate name> from <brand that user matched the URL for>
Multiple brands only work for email notifications for conversations started in the Messenger and not inbound email.
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