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Control who can see & start conversations in the Messenger widget

Helpdesk

  • Be able to choose speicif URLs where customers can only start conversations

    • For example, the conversation starting button is only shown when visitor is on the /book-demo page

  • Be able to define segments or certain users via attributes that can start the conversations

    • For example, they have to match the paying customer segment

  • Let visitors start a conversation after a 😞 reaction in Help articles

    • Add a toggle to the Inbound volume tab in the settings to allow users who reacted 😞 to an article to start a conversation even if they otherwise wouldn’t have that access

Post type
💡 New feature
What part of Help Desk?
Posted by Markus Palm ·
Status: Completed7 comments

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Comments7

  • Markus Palm changed status to Completed
    Team•

    Sep 28

    Pinned

    Hey everyone!

    You can now control who can start new conversations in Messenger, and on which pages.

    Allow Starting Conversations now has 2 optional rule sets, separately for Visitors and Users:

    • Only on these pages - show the start button only on the pages you choose, for example, your /book-demo page

    • Only for people who match - allow new conversations only from users or companies with specific attributes, for example, your paying customers

    Everyone else can still search your Help Center, read your news, and reply to their existing conversations. They just won't see the option to start a new one.

    To set it up, open Settings → Support → Messenger, select General, and add your rules under Inbound Volume.

  • Kelly Szabo

    •

    Jul 15

    •

    Merged request

    •

    1 vote

    Limit option to start a conversation by region / location / country

    I want to be able to limit/block starting a conversation in the Messenger widget based on specific regions, countries, or locations to prevent spam leads.

  • Anabella Pippo

    •

    Aug 20, 2025

    •

    Added fromthis conversation

    We also need this functionality. We want to be able to control which registered users can initiate a chat, rather than having it open to all users in the USERS module. The ability to limit chat access to specific user segments would be crucial for our support and user management strategy.

  • Lara Macarena Sastre

    •

    Aug 19, 2025

    As Paveen has stated, we provide different service levels for our different plans so on Intercom we have been limiting who can access the chat/messenger option according to their plan.

    Another interesting option and maybe a workaround here would be providing the messenger option for everyone, but limiting Fibi to handover only higher plans user conversation while closing conversations with lower plan users without the option for human attention.

    • Bruno H

      Team•

      Aug 19, 2025

      Hey, thanks for the feedback. The latter flow will be available out of the box with the new workflow update we are close to releasing.

      Internal ETA is at the end of this month.

  • Markus from Featurebase

    Team•

    Aug 19, 2025

    •

    Merged request

    •

    2 votes

    Enable/disable Messenger visibility and option to start chats with user segments

    It would be nice to be able to use user segments to limit:

    • Who even sees the Messenger icon in the first place

    • Who can start messages

    • Praveen Pendyala

      •

      Jul 31, 2025

      Ideally, being able to select or omit modules based on logic in our application layer would be a better solution and dare I say abstraction.

      It will just complicate the UI and still never be able to achieve all the same things with just user field based settings.

      But can I see that this may get implemented as a user segment because then you can upsell user segments - even being on business plan, it wouldn’t achieve the same results.