Intercom Messenger app overview

A look at the different widgets you can use in Intercom to gather high-quality feedback

Ben M. avatar
Written by Ben M.
Updated over a week ago

Our Messenger app is available in two contexts: Messenger Home and Intercom conversations. The Messenger Home context is the customer-facing area that lives on your website. The conversations context is admin-facing.

Here's an overview of what our app offers in each context.

Messenger Home (customer-facing)

We have three customer-facing widgets that you can add to Intercom's Messenger Home:

  • Feedback Button

  • Feedback Form

  • Roadmap Button

You can mix and match the widgets to find the right balance feedback tools for your business. You can even customize what you show to visitors versus users. Choose your own feedback adventure!

To add widgets to Intercom Messenger, go to Messenger settings and click Add Messenger home apps:

Feedback Button

This widget does two things:

  • Displays feedback that is "under review" (by default) for your users to browse, like and comment on

  • Allows users to submit new feedback (with support for file uploads)

Use this widget to gather new feedback while also sharing "under review" posts for user input.

Feedback Form

As the name suggests, this is a simple form to capture feedback from your users. The form prompts users for a title, description, and a category (using your public feeds).

Use this widget if you want to gather new feedback without sharing any of your existing feedback.

Roadmap Button

This widget displays your roadmap for users to browse. It's read-only by default, but if you want to gather user input on your roadmap you can do that too.

Only feedback in public feeds will show up in your roadmap. Read more about feed and comment privacy here.

Use this widget to share your roadmap.

Conversations (admin-facing)

On the admin side, your team can use our app to log feedback within Intercom conversations. Check out this article for more on how this works.

This component of the Messenger app is "always on", so look for it the next time your chatting with a customer.

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