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Intercom

Overview

Intercom is a messaging platform that helps companies manage customer conversations across multiple channels.

Once connected, the Intercom Messenger appears as a chat widget on your Web application and mobile apps (iOS and Android), giving your visitors and customers a direct channel to reach your support team

Website

https://www.intercom.com/

Key features

Feature

Description

Web and mobile support

The Messenger is available on Web application as well as native iOS and Android apps, giving customers a consistent chat experience across platforms.

Widget on login/signup pages

Visitors can start a chat before they have an account or before logging in.

Widget on authenticated pages

Authorized customers get chat access throughout the platform.

Automatic client identification

Once a visitor authenticates on the platform, their identity is verified through a signed token. Existing conversation history is linked to their account automatically, with no manual re-identification needed.

Identified flow

The Messenger can be set up to differentiate between verified and unverified users, providing each group with a personalized chat experience.

Language matching

Language of the Messenger follows the customer's profile language when logged in, or the browser's locale for anonymous visitors.

UI customization

The Messenger's appearance can be customized per platform (Web, iOS, Android) to match your product's look and feel.

How to connect Intercom

Before you start, create and configure your own Intercom account.

To enable Intercom Messenger for your Web application:

  1. Go to Settings -> Channels → Messenger → Install in your Intercom Admin panel.

  2. Install the Messenger and copy its app_id.

  3. Navigate to Settings -> Workspace > Security → Messenger in your Intercom Admin panel.

  4. Click Create new Secret key (Web) and copy the secret key.

  5. Provide app_id and secret key to the Crassula team in encrypted format.

To enable Intercom Messenger for your mobile applications, just choose iOS or Android on Secret key creation step.

Once enabled, the Messenger appears on your Web application and all conversations can be managed by your support team in the Intercom platform.

Setting up the Identified flow

The Identified flow lets you send a custom attribute indicating whether a user's identity has been verified or not. This attribute can then be used to target chats, bots, or workflows for authorized users.

Step 1: Add a custom attribute

  1. Go to Intercom Settings -> Data -> People.

  2. Click Create attribute.

  3. Set the type to True or False.

  4. Name the attribute identified.

  5. Disable attribute updates, so it can only be set securely and not edited by the user.

Step 2: Use the custom attribute in chat templates or the Workflow Builder

  1. When setting up a chat template or workflow, find Add Audience Rule.

  2. Search for the custom attribute identified.

  3. Select the appropriate value (true or false) for the given flow.

UI customization

The Messenger supports strong branding customization on both Web and mobile (iOS, Android). Supported options include:

  • Accent color - the primary color used for the widget icon, header, and accents.

  • Background color - the background color, texture, or image.

  • Header background - the color gradient, background image, or background fade.

  • Header text color - the color of the message shown in the chat window header.

  • Logo - the logo of your company.

  • Team avatars - a custom image used for the bot's avatar.

  • Launcher icon - a fully custom icon replacing the default launcher.

  • Theme mode - light, dark, or match system setting.

Customization is managed within your Intercom account or via snippet-code settings.