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Intercom launches new Messenger to help businesses capitalize on messaging explosion


Intercom, a messaging platform for businesses, has overhauled its Messenger to rival the look and feel of today’s best consumer messaging apps. Designed for consumers, built for fast-growing businesses, Intercom’s new Messenger brings a level of transparency to business and customer interactions not experienced since before the internet age.

Intercom invented in-app messaging in 2011, a message style widely adopted by companies to talk with over a billion people around the world. Five years later, messaging has exploded, and businesses are looking for a way in. In response to this rising demand, combined with feedback from customers, Intercom is shaking up business messaging again with the launch of the new Intercom Business Messenger.

Intercom is also announcing it now reaches more than one billion end users through the Intercom messaging platform.

At launch, the updated Messenger will be rolled out to these users of the 13,000 businesses that use Intercom to talk & connect with customers.

New Messenger features include:

  • Personal teammate profilesto help consumers connect with the human inside a business
  • Emoji reactions to help businesses get emotionally rich feedback, at scale
  • Flexible Multiple message delivery optionsto keep user disruption to a minimum
  • Multiple message typesto serve all business messaging purposes
  • Customizable color & wallpaper optionsto add personality to the Messenger
  • GIFsupport to let teammates & consumers talk like they would with friends
  • A totally new ‘floating’ chatinterface which helps consumers & businesses communicate in a more seamless way


Consumer messaging apps aren’t ideal for business use, as they are designed primarily for consumer needs, which center around small group communication. And despite the hype, there is little evidence in the Western world of business success with these apps as standalone solutions. Existing business communication tools, like helpdesks and live chat, are largely outdated and impersonal, and are many steps behind how consumers actually engage with businesses.

The Intercom platform is the only messaging offering to span all channels & platforms, including in-app chat, email, Facebook, Twitter, push notifications, along with iOS, Android and web. These channels provide businesses with critical user context necessary to have the authentic, human conversations we are all naturally wired for. Also, consumer messengers have only one message type – a chat – whereas Intercom has a range of message types tailored to different business objectives.

Launch partners for the new Intercom Messenger include Product Hunt, Expensify, Getaround, Fog Creek Software, and Le Parker Meridien New York.

“There have been some incredible developments in social and messaging platforms in the past decade. Critically though, the world of business has been lagging behind,” said Paul Adams, Intercom’s VP of Product. “Our goal with the new Intercom Messenger is to continue pushing ourselves to deliver the best business messaging product in the world, one that lets companies, and their customers, get much closer to talking to each other like people.”


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