The new Messenger puts Fin AI Agent front and center, helping you resolve up to 80% of your support volume, instantly.
With a new design that prioritizes the conversation, your customers have quicker access to better, faster support that seamlessly passes between Fin AI Agent, workflows, and human support. They also maintain self-serve capabilities with easy access to help articles, previous conversations and tickets.
The new Messenger is AI-first and conversational by default. The original Messenger will be labelled as the 'Classic Messenger' if you have opted to join this beta.
Opt-in to the new Messenger
You will have received an email inviting you to opt-in to the new Messenger. To do this, navigate to Settings > Channels > Messenger and click on Try the New Messenger (Beta) from the top right header.
Preview the new Messenger experience first for yourself with the interactive preview on the right. Simply type your message and hit send.
Note:
This is a live preview which enables you to interact with the new Messenger via Settings.
If you send a message via the preview, it will appear in the inbox under the name "Messenger Preview User".
You can also view the new Messenger on any website with the Messenger installed – without actually opting in.
To switch the Classic Messenger to the new Messenger for viewing/testing purposes, without actually opting in and changing the Messenger that customers see:
Add the following to the end of the URL:
#intercom-force-conversational-formRefresh the page.
Then when you're ready to try it, simply select Opt in and set live.
Customize the new Messenger
Once you've opted in to the new Messenger you can start customizing it to look and feel like your brand.
Set your brand colors
From the Web tab, set brand colors for the background gradient, Messenger launcher, customer chat bubbles, buttons and link text. The default will reflect the brand colors you used on the Classic Messenger.
Show Help Center
Decide whether you want the Help Center accessible to your visitors and/or users from the Messenger.
Launcher
Control if visitors and/or users can see the Messenger by enabling or disabling the launcher from appearing on your website.
Custom launcher allows you upload your own image for the launcher and adjust the position. This is only available on some plans.
Greeting
From the Greeting tab along the top, you can choose how you want to set expectations at the start of conversations with your customers:
AI Agent - This will now be your default identity, ensuring your can deliver AI-first support.
Brand identity - Alternatively, you can now also choose to upload your brand logo to be displayed on the Messenger.
And you can set your greeting and welcome message in the languages you support.
General settings
From the General tab you can:
Control inbound volume for visitors and users
Choose supported languages
Set other preferences
Some settings which prevent customers from starting a conversation aren't available as these don't work with a conversation-first Messenger:
"Let visitors/users start a conversation" (will be enabled by default).
"Require visitors/users to search before starting a conversation" (will be disabled by default).
Customer experience
When a customer opens the new Messenger on your website or app, they can immediately start a conversation.
If Show Help Center is enabled, help articles are accessible via the Help icon in the top left.
The ‘more’ (three dot) menu in the top right offers access to previous conversations, transcript downloads (web only) and tickets.
Customers with existing conversations or open tickets can return to these when they open the Messenger, or they can choose to start a new conversation, which will take them into the conversation screen.
Everything in the conversation experience itself remains the same as the Classic Messenger (i.e. any Workflows you've set up will work as normal).
Opt out of the new Messenger
You can opt out of the new Messenger any time from Settings > Channels > Messenger. Select Opt out from the header.
Known limitations
The new Messenger is optimized for AI-first conversational support and doesn't include all features and settings of the Classic Messenger.
Feature limitations
The Classic Messenger is still the right choice if you wish to use unsupported features including:
Feature to feature availability comparison
Feature | New Messenger (beta) | Classic Messenger |
Web & Mobile SDKs | Yes | Yes |
Home space | No | Yes |
Home space apps | No | Yes |
Tickets | Yes | Yes |
Help Center | Yes | Yes |
News | No | Yes |
Tasks / Checklists | No | Yes |
Special notice | No | Yes |
Multi-brand | No | Yes |
Workflows | Yes | Yes |
FAQs
Do I need to use Fin AI Agent to use the new Messenger?
While the new Messenger is optimized for AI-first support with Fin AI Agent, you don’t need to use Fin to use the new Messenger. It works well for conversational human support and Workflow powered conversations too.
Does it cost extra to use the new Messenger?
No. The new Messenger is included in current pricing plans.
When will I need to switch to the new Messenger?
You're not required to switch to the new Messenger. The existing Classic and Compact Messenger formats are still fully supported for customers that wish to continue using them.
Will Workflows still work in the new Messenger?
Yes. All existing Workflows are carried across to the new Messenger at opt-in.
Can I opt out of the new Messenger?
Yes. If you opt into the new Messenger but want to switch back, you can do so easily via Messenger settings. When you opt out, you'll automatically revert to your previous Messenger format and settings.
Can I still send outbound messages?
Yes. Most outbound messages work with the new Messenger, however outbound messages that trigger Tasks are not supported. Note that Tasks are not supported in the new Messenger.
Can I still use News?
No. The News feature is not supported in the new Messenger.
Can I still use Checklists?
No. The Checklists feature is not supported in the new Messenger.
Can I still use the Special Notice?
No. The Special Notice feature is not supported in the new Messenger.
Can I still use home screen apps?
Home screen apps are not yet supported in the new Messenger.
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