Intercom Conversations Reviews

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 IntercomConversations . 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 won’t go into crazy details about every little item that needs tending to... generally speaking, IntercomConversations helps respond to customers via mobile, which is extremely helpful. However, when you’re paying $$$ hundreds or thousands per month — it would be nice to have some pretty standard items properly working.

Main wishes for improvement are:

-Reduce message received latency
As of now, it’s not “instant” and can take a few seconds or longer to show up on phone when it’s already showing on webapp

-Allow saved replies inserting / editing
It’s completely ridiculous that you can’t edit a saved reply and add/insert personal touches or extra details. When you use a saved reply from mobile, if you want to edit the message — you have to sift through HTML formatted nonsense.

-Improve reliability
App is sometimes buggy, doesn’t refresh up-to-date info, needs force closing, etc.

-Modify qualification settings / editable fields
If I’m talking to a customer and they ask me to update their email, company name, name or any other qualification detail — I am unable to make the change via mobile. I have to get on IntercomConversations . Pretty sucky.

Overall once these are addressed, I’d be happy to change my review since we love intercom.

Best

I have been an intercom customer for almost 10 years across multiple companies. IntercomConversations 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 IntercomConversations, you will cry and wonder where all those per-customer fees are actually going.

Sigh. I really like Intercom as a product but they really did a poor job on IntercomConversations. 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.

Web and mobile app have different order of message options:
Articles and Saved Replies are swapped.
This is very annoying and also unprofessional.

Tab bar Icons are not very descriptive and don’t help with the case described above.

We signed up a few years with a special startup plan for a year and then we went to regular plan $99| month. They just announced new pricing “graduation pricing” haha now if we want to keep what we had it’s $509/month. What? 5x price increase? Yes! You always take care of your existing users. We canceled and recommend you stay away from this company. I get it we want to grow our businesses but 5x price increase?

IntercomConversations is a total disaster compared to Intercom on the web. IntercomConversations is supposed to serve as a tool for on the go use, not a disadvantage. It’s unbelievable.

1- You cannot copy a single sentence. You can only copy the whole text. If I need a reference number or an email, good luck! Copy the whole paragraph, paste it somewhere and then copy what you need. That’s just stupid!

2- You cannot see all channels. Those visual channels aren’t shown. Why?

IntercomConversations has real potential, but has a bug where it keeps changing the filter from “Me” back to “All” messages every time I tap a notification. Every. single. Time. As in every message for everyone on my team. Support said thanks for letting us know but that it won’t be fixed any time soon. I guess that explains the low average rating. A shame as the actual intercom service is top notch.

I haven’t been able to message my customers via mobile since the latest update. Upon opening, IntercomConversations crashes and will not load.

Before this, the mobile app was great for responding to messages.

I would like to have a option to save reply in IntercomConversations . Now it is only available in desktop. Thanks for the amazing customer support always 😊

New update is consistently causing app to crash when trying to view “All”. Very frustrating at this point.

Optimized for great notifications and quick Loy replying to our customers. I’d miss so many sales without IntercomConversations!!

I used my gmail account to sign in. Says unable to sign in. Password was correct 100%. Even tried changing it. I think IntercomConversations will be very helpful with my businesses. If there’s a way that this can be fixed, I would love to know when.

Dark mode
Web mode “views” of tickets in the inbox product

Secondary functions like inserting saved replies fail often.

Currently not even opening

App is crashing immediately after opening. I have the newest update. iPhone7.

Just a waste of my time trying to sign up, saying that I have a problem.

Too many USABILITY bugs. Keyboard randomly hides a lot when switching between apps (using iPhone XS small size).

"Something went wrong", that's it.

The inability to string together replies is really bad

Not free. Subscription required.

The intercom at levels of our team by putting us in touch with our customers seven days a week 24 seven no matter where we are our customers have a direct communication conduit right to us always on the go we love it

App works great! Feature req. Some sort of do not disturb, or silent mode, or set days&hours to get notifications. Work around is to disable notifications in Settings and reënable when I'm available again.