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Live chat (Intercom)

Give a brand's traders a support messenger inside the trader area, powered by the broker's own Intercom workspace. Signed-in traders chat with your support team through Intercom's messenger; your team answers from the Intercom inbox, with the trader's account already identified.

These controls live on the Live chat sub-tab of the brand editor's Client Zone tab. As with the rest of the editor, your changes apply when you click Save in the header.

Prerequisites

  • You are signed in to the Backoffice with a role that grants permission to manage brands.
  • You have opened a brand from the brands list and selected Client Zone → Live chat.
  • You have an Intercom workspace and its App ID (in Intercom: Settings → Workspace → App ID).

Video walkthrough

A short tour: connecting an App ID, choosing the launcher, and what traders see on desktop and mobile in both launcher modes.

Transcript
  • [00:00] Every brand can offer its traders live chat, powered by the broker's own Intercom workspace. In the brand editor, under Client Zone, open Live chat. Paste the workspace's App ID — that's the whole switch: a saved App ID turns live chat on, and clearing the field turns it off. Keep the floating chat bubble, make sure the data region matches the workspace, and save.
  • [00:27] On the trader side, signed-in traders now see the chat bubble. One click opens the messenger, with the trader's account already identified to your support team — and closing it is just as easy.
  • [00:41] On phones, the bubble sits clear of the bottom navigation, and it mirrors automatically for right-to-left languages.
  • [00:50] Prefer a quieter look? Back in the brand editor, switch the launcher to Menu item, and save.
  • [00:59] The bubble is gone — Live Chat now lives in the navigation rail instead.
  • [01:05] And on mobile, it's in the menu drawer. If the brand also has the generic script chat configured, Intercom takes precedence, so traders never see two launchers. Live chat — configured per brand, in minutes.

Turn live chat on

The Intercom App ID field is the switch: a saved, non-empty App ID turns live chat on for the brand; clearing the field turns it off. The badge beside the section title shows the resolved state. There is no separate enable toggle to fall out of sync.

App IDs are short tokens of letters, digits, hyphens or underscores (at most 40 characters) — the editor rejects anything else at the field, so a typo can never be saved and silently do nothing.

Firm-level defaults

If your firm sets a default App ID at the firm level, clearing the brand's field falls back to that default rather than turning chat off — the badge always reflects what actually applies.

Choose the launcher

Two launcher placements are available per brand:

  • Floating chat bubble — an always-visible round launcher in the corner of every screen (mirrored for right-to-left languages, and raised above the bottom navigation on phones). This is the default.
  • Menu item — no floating bubble; instead a Live Chat entry joins the trader area's navigation (the side rail on desktop, the menu drawer on mobile). Choose this for brands that find an always-on bubble intrusive.

Both open the same Intercom messenger; only the entry point differs.

Choose the data region

Set Data region to match the region the Intercom workspace was created in (US, EU, or AU). Intercom pins a workspace to its region at creation — a messenger pointed at the wrong region does not connect.

Messenger loads but never connects?

Two common causes, both on the Intercom side: the data region here doesn't match the workspace's region, or the workspace's trusted domains list doesn't include the brand's domain. Neither shows an error in the trader area — the chat simply stays absent.

What traders see, and what Intercom receives

  • Live chat appears for signed-in traders only, and only on brands that run the full client zone — a platform-only brand shows no chat and loads nothing.
  • When a signed-in trader opens the messenger, Intercom receives the trader's account number, email, last name, and whether they have ever deposited — the minimum your support team needs to recognize the account. Nothing else is shared, and nothing is sent for visitors who are not signed in.
  • Ending the session (logging out) ends the messenger session too, so a shared computer does not show the previous trader's conversation.

One chat per brand

If the brand also has the generic script-based live chat configured (see per-brand settings), Intercom takes precedence: while an App ID is set, the generic chat is fully suppressed so traders never see two competing chat launchers.