We did not explore them. The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything. We never used the automated part. We did not integrate it with many platforms. We only integrated with our native website to send the customers there. We had an integration with HubSpot, which is our CRM, but only that.
For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better understand customer language. Additionally, we currently cannot implement AI responses in emails, though we are unsure if this is an existing feature.
Sometimes, the solution lags and takes time to update something. If I put a specific tag on an inbound lead, it would take around five minutes for that tag to reflect throughout the solution for all the users. If my colleague and I are using the solution simultaneously and I create a tag for a specific lead, then that tag would not be visible to my colleague for about three to four minutes. Since the solution is great at capturing leads and giving me an overview of all the people interacting with our platform, I would love to see a CRM structure created. We can create a pipeline in the solution itself, and then it can give us that CRM experience.
Learn what your peers think about Intercom Customer Communications Platform. Get advice and tips from experienced pros sharing their opinions. Updated: January 2026.
Intercom Customer Communications Platform is designed to enhance interactions between businesses and their customers, offering a suite of tools for communication management. It caters to businesses looking to streamline communication and improve customer experience.Intercom facilitates seamless customer interactions, supporting businesses in delivering personalized communication at scale. Its capabilities range from live chat and email integration to automation features. Known for its...
We did not explore them. The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything. We never used the automated part. We did not integrate it with many platforms. We only integrated with our native website to send the customers there. We had an integration with HubSpot, which is our CRM, but only that.
For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better understand customer language. Additionally, we currently cannot implement AI responses in emails, though we are unsure if this is an existing feature.
Sometimes, the solution lags and takes time to update something. If I put a specific tag on an inbound lead, it would take around five minutes for that tag to reflect throughout the solution for all the users. If my colleague and I are using the solution simultaneously and I create a tag for a specific lead, then that tag would not be visible to my colleague for about three to four minutes. Since the solution is great at capturing leads and giving me an overview of all the people interacting with our platform, I would love to see a CRM structure created. We can create a pipeline in the solution itself, and then it can give us that CRM experience.