How to manage multiple brands in Intercom
There are two key ways to manage multiple brands in Intercom:
Multiple workspaces
Key benefits are:
Ability to completely separate support requests, contacts, permissions and information between different teams e.g. where separate support teams support different brands.
Complete control over how a brand appears in Intercom e.g. Messenger content such as apps and welcome messages can be customized by brand.
Single workspace
Areas that can be customized by brand:
Messenger styling
Email (currently excludes tickets)
Help Centers
Push notifications
Fin AI Agent responses through chat & email channels
Key benefits are:
Greater efficiency for support teams who manage multiple brands and cross team collaboration in a single workspace e.g. you can assign conversations to any teammate and provide support to customers across all customer facing brands.
You can also use a combination of both methods.
Note:
This article explains how to optimize a single workspace to represent multiple brands. For information on setting up multiple workspaces, see here.
Multi-brand workspaces are available only on specific pricing plans.
A single workspace can support up to 300 brands.
Your additional brands must have unique names.
Each brand domain can only be associated with one brand.
Each brand can be used on a maximum of 25 domains.
Use multiple brands in a single workspace
In Intercom, you can reflect multiple brands in the same workspace through the following capabilities:
Multi-brand messenger
Set up brands in brand settings.
Configure style for each messenger and connect them to your brands.
Multi-brand email
Set up brands in brand settings.
Configure email addresses and domains and connect them to your brands.
Multi-brand help center
Set up brands in brand settings and connect them to each help center.
Fin AI Agent
You can also configure Fin AI Agent to reference the correctly branded Help Center and Messenger style when responding to customer queries over chat and email. These are the requirements for each channel:
Fin over chat (Messenger)
Set up brands in brand settings and connect them to the relevant help center you want Fin to reference.
Configure style for each messenger brand you want Fin to use, and connect them to your brands.
Fin over email
Set up brands in brand settings and connect them to the relevant help center you want Fin to reference.
Configure email addresses and domains and connect them to your brands.
Ensure a brand aligned verified default address is selected within brand settings.
Ensure that the reply address is set to “Inbound address” so that Fin has a verified custom domain email address to reply from.
Note: You can define a single personality for Fin per workspace, so if you have two different brands you'd like Fin to represent with different "personalities", you'll need to configure Fin in two separate workspaces instead of using a singe workspace.
Set up relevant brands in your workspace
There is a Brands section in settings which allows you to configure different brands. Brands set up here are directly connected to multi-brand messenger, multi-brand email, and multiple help centers.
Multi-brand push notifications for conversational support messages (Chats and Posts) or replies sent from the Inbox are also supported. However, this configuration is not connected to brands listed on the brand page.
Once you’ve decided which brands you want to use to correspond with your customers, head to Settings > Workspace > Brands to set these up in Intercom.
You’ll already see one brand available. This uses your workspace name and represents your default brand.
The name of the default brand can be edited at the workspace level from Settings > Workspace > General.
Create a new brand
Click New brand to create a new brand.
Brand name
Give this brand a name which will be visible to your customers.
Brand icon
Upload a brand icon which will be used in email notifications for conversation and ticket updates.
Most email clients will render these logos against a white background so we advise the icon / logo you upload here will display well on a white background. We recommend uploading a PNG or JPG image under 1mb. Square images (72px x 72 px) with colored backgrounds work best.
Note: Brand icon is not connected to the Messenger Home logo in your Messenger Style settings.
Brand icon is currently only used for email notifications.
Messenger Home logo is only used in the Messenger.
Help Center
Then select the Help Center you want to connect this brand to. This ensures the correct articles are visible to your customers in the Messenger and used in conversations with Fin AI Agent (including over email).
Note:
You can attach one help center to multiple brands e.g. if you have a help center with parent company branding that represents all brands equally.
For instances where you don't need a help center aligned to a particular brand, we recommend creating a new blank help center and leaving it in the 'not live' state (this is the default status for newly created help centers).
Default address
Select a default email address you've previously added, or add a new address. The default address is used by this brand as the ‘sender’ email address for any notifications, workflow messages and other automatic emails.
This replaces what was previously the “default reply address” (one single default email address for a whole workspace).
Finally, click Save to add this new brand.
Next, let your customers contact this brand via the Messenger by creating a style for it, and ensure customers corresponding with you by email enjoy a consistent brand experience using multi-brand email.
If the wrong brand becomes associated with a conversation (e.g. if a customer accidentally emails the ‘wrong’ brand requesting support), teammates can manually change the brand for the conversation from the inbox sidebar under "Conversation attributes". This means their replies will be sent from the default email address associated with the newly selected brand.
Edit an existing brand
To edit an existing brand, go to Settings > Workspace > Brands and select the brand you want to customize. This will open the sidebar settings where you can change:
Brand name
Icon
Help Center
Default address
Messenger styles
Using brands in your workspace
Change the brand assigned to a conversation
If you find the wrong brand has been assigned to a conversation e.g. if a customer accidentally contacted you through the wrong support email address, you can change that in the right sidebar of the conversation in the inbox.
For Messenger conversations, customers will still be able to see the conversation in the original and branded instances of the Messenger. The benefits of making this change would be:
If you have configured multi-brand email and the Messenger conversation falls back to email after a period of inactivity then your customer can see the correctly branded sender email and brand name on email correspondence.
Important: Ensure that the reply address setting is set to "Inbound Address" to ensure that customers do see the correctly branded sender email and brand name. If reply address is set to "Teammate address" or "Workspace address", the default workspace email address will be used as the sender email instead.
The brand attribute for this conversation will be accurate so it can be picked up by search/views, reporting and workflow brand options wherever available.
For email conversations, changing brand will lead to that brand's default email address being used as the ‘sender’ email for any future correspondence. You can check and configure the default email address per brand in brand settings when you create or edit an existing brand.
Brand support in search and views
If you want to search for all Messenger and email conversations associated with a specific brand, you can do that by selecting the Brand filter in the Inbox search.
You can also create an inbox view that uses the brand attribute by selecting the Brand conversation attribute from the filter dropdown options.
Brand support in Workflows
When creating or managing a workflow, you can use Brand as a condition and to apply rules. See more about using conditions and actions in workflows.
Brand support in reporting
When creating or editing a custom report, you can filter by Brand.
And add Brand as a segment when viewing reports.
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