Install...

How do I get Acquire?

Here is the Acquire installation guide.

How do I know Acquire is installed properly?

A simple way to know if Acquire is installed properly is to visit the pages where you should have it installed. If there is a chat bubble in the bottom right side of your screen then you are all set.

How do I start using Acquire?

Once a visitor to your website initiates a chat you will receive a notification in your Conversations Inbox. Now you are live chatting with visitors.

Pricing

How much is Acquire?

Intercom starts at $49 per month. See the Acquire pricing page for more information.

Do Leads contribute to my per-person bill?

Acquire is priced based on total tracked people.

Differences between Acquire and other products

How is Acquire different than live chat I already have with my Support Pro plan?

Acquire allows you to communicate with logged out visitors on your website. These people are tracked as Leads in Intercom once they initiate a conversation with you via the Intercom Messenger. You can also follow-up with Leads via email if they choose to share their email address with you.

Our Support product is different because it allows you to communicate with logged in Users inside your web or mobile app, when they start a conversation with you via the Intercom Messenger. You can also accept and respond to inbound emails from these Users.

What is the difference between Intercom Acquire and Intercom Engage?

Acquire allows you to communicate with logged out visitors on your website. These people are tracked as Leads in Intercom once they initiate a conversation with you via the Intercom Messenger. You can follow-up with Leads via email if they choose to share their email address with you.

Engage is different since it allows you to send in-app messages and emails to logged-in Users, not Leads.

Acquire Functionality

How do you contact visitors later if you do not have the visitor's email?

Once a visitor initiates a conversation, they are prompted to enter their email address in case they have to leave before they get an answer. If they don't input their email address then they will have to come back to your website to receive your answer.

When does a lead become a user?

Once a lead signs up to your product (and the cookie we use to track them is present in the browser) they then become a user.

Can I message logged in users from Acquire?

If you want to accept inbound messages from logged in Users inside your app you need our Support product. See how the Intercom Messenger works. You can add the Support product from your Intercom app's Billing settings page.

Messaging FAQs

Can I display the same welcome message to both logged-in users and website visitors?

Yes. Go to Settings: Intercom Messenger and create your messages in the text boxes provided:

Can I send auto messages to my website's visitors?

Yes, using visitor auto messaging.

Can I send manual messages to Leads?

You can send manual messages to Leads, but only if you have the Engage product.

Can I localize the welcome message and messenger?

Yes. Go to Settings: Intercom messenger and make the changes there.

Can I customize the Intercom Messenger button?

Yes. Here is how.

Can Leads upload attachments?

No, but we are adding this feature soon.

Can I create a contact form that creates a Lead and a conversation?

Not currently.

Can I capture information other than email via the Intercom Messenger?

Not currently.

Users and Leads FAQs

Whats the difference between Users and Leads?

Logged out visitors who contact you on your website are tracked as Leads in Intercom - once they initiate a conversation with you via the Intercom Messenger. They only become users when they sign up to your product.

Can I track Events and Custom Data for Leads?

Yes. However, events and custom data are only recorded from the point at which a visitor initiates a conversation and becomes a Lead.

Should I use secure mode for my logged-in users?

Yes. We always recommend our customers configure secure mode to protect their customer data.

Can I edit Leads' names and emails?

Not currently via the app, but it is possible via the API.

Can I track sessions or visits for Leads?

Not currently. We don't track sessions, because many onboarding messaging workflows are based on the number of sessions a user has with your product.

Can I track page views for visitors and Leads?

Yes, using event metadata. If you want to filter users based on specific event metadata, this is not currently possible. See  "Can I track events for Leads" for important info.

Can Leads be added to companies?

It is possible to add Leads to a company by sending company custom data for a Lead.

Can I see Users and Leads in one view (or segment)?

Not currently.

Can I import Leads via CSV?

Yes. Here is how.

Can I manually change a Lead into a user?

Not currently.

APIs, Webooks, and Integrations FAQs

Does Acquire work with Segment.io?

If you use Segment to add Intercom to your site, you'll just need to follow their integration instructions.

Are Leads supported in Intercom's APIs?

Yes. There is basic support for things like creating, converting, retrieving and updating leads. If you have Learn, Support, or Engage, you can also contact Users using the conversations endpoint in the REST API. This is not possible if you only have the Acquire product.

Webhooks

We have added Lead-specific webhooks now.

Do Intercom's integrations support Leads? (ZenDesk, Zapier and SalesForce)

Yes, but it's our current support is pretty basic.

I'm already an Intercom customer. Whats new with Acquire?

See our Acquire marketing page.

What does this mean for the SDKs?

  • Acquire applies only to the web, not to native apps.
  • SDKs can already track anonymous users without Acquire.
  • Acquire is still relevant for mobile-only companies -- for their marketing web site.
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