Intercom Conversations 4+

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.

Sigh. I really like Intercom as a product but they really did a poor job on this app. It’s so bad I don’t even think they should’ve released it at all. They should’ve just improved the web experience for iOS devices if they had to choose that vs releasing this horrible app. Where do I begin? Sigh:
- cannot add tags to conversations
- cannot use any of the integrations you have configured
- no keyboard shortcuts AT ALL for external keyboards (WHAT?!!!!)
- cannot select just the text you want to copy & paste but instead have to select the entire body of a conversation forcing you to paste it somewhere else and copy again just want you want

All in all it becomes a waste of time to use. And they haven’t optimized the web for iOS devices either but as painful as THAT is, it’s still better than this iPad app.

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.