Intermediate
How to configure custom domain on Intercom
Quick Answer
Configure a custom domain on Intercom by accessing Settings > Workspace > Custom Domain, entering your domain details, and updating your DNS records with the provided CNAME values. Verify the setup and enable SSL to complete the configuration.
Prerequisites
- Active Intercom account with admin access
- Custom domain ownership and DNS management access
- SSL certificate for your domain
- Basic understanding of DNS records
1
Access Custom Domain Settings
Log into your Intercom workspace and navigate to Settings in the left sidebar. Click on Workspace and then select Custom Domain from the menu options.
Tip
Ensure you have admin permissions as only workspace admins can configure custom domains.
2
Enter Your Custom Domain
In the Custom Domain section, click Add Custom Domain. Enter your desired subdomain (e.g.,
help.yourcompany.com) in the domain field and click Add Domain.Tip
Use a subdomain like 'help' or 'support' rather than your main domain for better organization.
3
Configure DNS Records
Copy the CNAME record values provided by Intercom. Go to your DNS provider's control panel and create a new CNAME record:
- Name/Host: Your subdomain (e.g., help)
- Value/Points to: The CNAME value from Intercom
- TTL: 300 seconds (or lowest available)
Tip
DNS changes can take up to 48 hours to propagate, but usually complete within 15-30 minutes.
4
Verify Domain Configuration
Return to Intercom and click Verify Domain next to your added domain. Intercom will check if the DNS records are properly configured. Wait for the status to change to Verified.
Tip
If verification fails, double-check your DNS records for typos and wait a few more minutes before retrying.
5
Enable SSL Certificate
Once verified, click Enable SSL to activate HTTPS for your custom domain. Intercom will automatically provision and install an SSL certificate for your domain.
Tip
SSL provisioning usually takes 5-10 minutes but can take up to an hour in some cases.
6
Update Help Center Settings
Go to Settings > Help Center > General and ensure your custom domain is selected in the Domain dropdown. Save the changes to activate your custom domain.
7
Test Your Custom Domain
Visit your custom domain URL (e.g.,
https://help.yourcompany.com) to verify it's working correctly. Check that all pages load properly and the SSL certificate shows as secure in your browser.Tip
Clear your browser cache if you see any old content or SSL warnings during testing.
Troubleshooting
Domain verification fails after adding DNS records
Check that your CNAME record exactly matches the value provided by Intercom. Remove any trailing dots and ensure there are no extra spaces. Wait 30 minutes and try verification again.
SSL certificate won't enable or shows as failed
Ensure your domain is fully verified first. Check that your DNS records are propagated using a tool like
dig or online DNS checkers. Contact your DNS provider if records aren't updating.Custom domain shows 'Not Found' or 404 error
Verify that your Help Center is published and the custom domain is selected in Help Center settings. Check that the CNAME points to the correct Intercom endpoint.
Mixed content warnings on custom domain
Ensure all embedded content (images, scripts) uses HTTPS URLs. Check your Help Center customizations and remove any HTTP references in custom CSS or JavaScript.
Ready to get started with Intercom?
Put this tutorial into practice. Visit Intercom and follow the steps above.
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