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Intercom Live Chat

The intercom plugin adds the Intercom live chat to your exchange website, so your users can talk to your support team. Signed-in users are identified by their account email, so their conversations show up in Intercom with that email.

What you need​

  • The Enterprise plan on HollaEx Cloud.
  • An Intercom account.
  • The classic exchange website. This plugin adds the chat to the classic website only. It doesn't add a chat to a HollaEx Web v3 website. For live chat on Web v3, use Crisp.

Set it up​

  1. Get your app ID. In Intercom, open the install code snippet Intercom generates for your messenger and copy the app ID from it.

  2. Install the plugin. Go to Operator Controls → Exchange → Plugins, find intercom under Available to install and click Install.

  3. Configure it. Click Configure on the plugin, fill in the setting below and save.

    SettingWhat it does
    intercom_app_idRequired. Your Intercom app ID. It's public by design: the browser needs it to load the chat.

  4. Test it. Open your exchange and sign in. The Intercom chat appears on the page. Start a conversation and check in Intercom that it carries your account email.

What your users see​

The Intercom chat on every page of the exchange website. Users who are signed in are identified by their email and user ID. Users who aren't signed in can chat without them.

How it works​

The browser reads the signed-in user's email and user ID from their exchange session and passes them to Intercom. The plugin doesn't sign this identity for Intercom, so Intercom can't tell whether it was changed in the browser. Check who a user is before you discuss their account.

Need help? Open a ticket from your HollaEx dashboard.