Personalisation requires "component subscriptions", which is only available on our "Established" plan.
How does it work?
When your customer opens the Intercom Messenger, it checks your status page for the latest updates. During this check it passes us the customers email address.
We match this email address against your subscriber list, and if a match is found the Messenger App is personalised based on that subscribers choice of components.
If firstname.lastname@example.org views the messenger, and we find Bob is only subscribed to receive updates about your "Help Centre" component, he'll only be shown incidents which affect that component.