With Intercom you can support multiple brands or businesses from a single workspace, while ensuring the Messenger is a perfect match for each of your different domains. This article explains how to set up multi-brand Messenger styles for both Web and Mobile SDKs.
Before creating new Messenger styles, make sure you've set up your brands first.
Add additional Messenger styles 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 > Styles.
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 style for one of your brands, click on your brand name in the Styles section and select + New style from the dropdown.
In the window that opens, specify the Style name and select the Brand you want to associate it with, then add the URLs (domains or subdomains) where you’d like to use it.
To use this Messenger 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.
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 Messenger styles on Mobile SDKs
Messenger styles for your mobile app can also match your unique brands. Go to Settings > Channels > Messenger > Mobile SDKs > Styles.
Click on your brand name and select + New style from the dropdown.
In the window that opens, specify the Style name and select the Brand you want to associate it with, then add the App ID (iOS or Android) where you’d like to use it.
Customize your additional Messenger styles
After setting up your additional Messenger styles, it’s simple to customize them 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.
Make sure you've connected your Messenger style to the correct brand and Help Center to show the correct support content in the Messenger.
Selectively turning Help Centers on / off per brand is currently not available. If you don't want to publish Help Center content for a specific brand, simply connect this brand to a Help Center that isn't live.
Appearance in the Messenger and the Inbox
When the Messenger loads on any of your domains, it will appear with the appropriate brand style, and Messenger position.
When a customer starts a conversation in the Messenger, you can easily see which brand you’re representing in the Inbox under "Conversation attributes" 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.
FAQ
Can I have different apps for each of my brands' Messengers?
Can I have different apps for each of my brands' Messengers?
No, you can not have different apps for each of my brands' Messengers. Messenger apps are a workspace-wide setting, meaning the same apps will be available across all brands in your workspace. However, you can use audience rules within each app to control which brand's audience sees it. This allows you to effectively create a unique set of visible apps for each brand.
What Messenger content can I customize for each brand?
What Messenger content can I customize for each brand?
You can customize the visual appearance, including colors, logos, and header background images, for each brand's Messenger. Content like the list of apps, the welcome message, and the names of the Messenger spaces (Home, Messages, Help) are not customizable per brand.
How do I control which apps my customers see for a specific brand?
How do I control which apps my customers see for a specific brand?
To control app visibility, you should use audience rules within each app. In your Messenger settings, when configuring an app, you can add an audience rule based on attributes like the current_url to show the app only when a user is on a specific brand's domain.
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