Intercom Conversations 4+

Very minimal as far as features that are supported in the Web version. It works in a pinch, if you’re in a hurry and need to reply to a message, but it’s honestly not very useful for anything else. And even that is weak — there is no way to create a hyperlink in a reply, I have to type out my app’s URL each time. Very frustrating.

Is the mobile app really supported? I would use it much more if it weren’t so difficult. Saved replies are so limited. When editing you have to add your own html. And then you can’t start typing your own text and then add the saved reply. Sending an article: Rather than a huge overhaul, how about just the option to add more of your own text before sending an article? As it is today, you choose an article to send and it just sends it offering no chance to preface it or come across as a human. I hate the idea that I’m sending my user two emails and one just has a link to an article. So rude. So then I spend alllll this extra time trying to find the link, which isn’t provided from within the interface. So frustrating and time consuming. Half of the time the users full conversation history and details aren’t visible in the app. That also makes it difficult to construct a professional or polite reply.

Can’t copy a word or sentence from a conversation. Have to copy the whole thing the paste it elsewhere.

I’ve tried accessing the web app via iPad and that is slightly better, but still challenging. In today’s mobile workforce it would be really helpful if I were better enabled to conduct support from my phone.

I have been an intercom customer for almost 10 years across multiple companies. This app is embarrassingly neglected, clunky, and under-functional.

I do not blame the engineer (yes it is probably just ONE) keeping the lights on. And I will not do the work that the “incredible product minds” at Intercom should do to list what should be improved.

Intercom, be like DoorDash who is making all their employees deliver for a day a month. After a day — nay, an hour — of trying to run your business entirely in this app, you will cry and wonder where all those per-customer fees are actually going.