Set up Messenger

Messenger is a launcher in the corner of your website. Visitors write to you from it; every new message opens a ticket with the channel Messenger. Your answers show in the same window, and by email if the visitor doesn’t see them.

Before you start

• A verified sending domain and a support address — see Set up support email.
• A public key with the Messenger ability and your site on its list — see API keys and allowed sites.

Steps

1. Open Settings › Support settings › Messenger.
2. Under Add it to your site, pick your Public key. The line under it shows the sites the key works on. If it says “This key has no websites yet, so Messenger won’t show.”, click Add websites.
3. Set the appearance and the texts. The preview updates while you type; nothing reaches your site until you save.
4. Click Save changes.
5. Switch Messenger on with the toggle at the top of the tab (or on the Channels tab). The toggle takes effect at once; it only works once your sending domain is verified and a key with the Messenger ability is saved (otherwise the Channels card says “Pick a public key for Messenger first.”).
6. Click Copy code and add the code to your site.

After you save, Messenger on your site can take up to a minute to change.

Messenger and the support form use the same public key. While the form is on, the key list on the Messenger tab only shows keys that also have the Support form ability, and the other way round.

Switching it off

Turn the toggle off. Messenger then shows nothing on your site: no launcher, and your own buttons do nothing. The code can stay on your pages.