Intercom Conversations

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.