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Intercom Real-Time - Have live conversations with users inside your apps

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Maker
John from Intercom here - happy to answer any questions that anyone has about Real-time. The team are delighted with the reaction here already.
For apps that handle user management. Is there a way to build intercom" into our app as oppose to them having to log into intercom. I hope that makes sense... Any plans to add this to your roadmap?
Maker
Intercom is integrated into your app but you need to log into our platform to see your users. No plans to change that. Hope I understood the question correctly
Hunter
Such a great update from the guys at Intercom - can't wait to try this out! I especially love that you can now see when users are online so can prioritise your responses accordingly.
Maker
Thanks for the positive feedback. Let us know if you have any questions.
This is awesome. Definitely a long awaited feature from intercom. So awesome job team intercom. A while ago I was using both Intercom and Zopim (Olark alternative) for customer communication. At the time, Intercom couldn't do live chat. It was just a bit annoying to have customer communication scattered across different service providers. This can finally put an end to that.
Great feature. how do you manage queueing? waiting lines? specially if many users start to ask questions?
Maker
Our approach is two-fold: first you have a message responder where you can advise customers of your response time. We provide your team with their average response time to help make that accurate. So the goal there is to control customer expectations. The second part is user presence indicators. You can see who's online now and use that to help prioritise who to respond to first, because you can get into a live conversation with those customers. But you'll likely use other factors to help prioritise, like what plan the customer is on, etc. So our goal is to provide the ability for live conversations without adding the burden of having to respond right away. Hope that makes sense!
Intercom is such a great tool for any Marketing or Community professional. This update just made a kickass product even better. Awesome work !
Maker
Thanks for the kind words. This was definitely a team effort from across the company
Talked with the intercom team yesterday at Launch. Very cool people and we use the product every day and glad to see you guys improving the product everyday!
I bet! Curious if you guys are using it for user research (in addition to support) ?
i wouldn't say user research but definitely support. There are some features I think that can be improved upon in support but needless to say love the product!!
Funny, I was looking for exactly this last night! Good timing :)
Simply brilliant super excited for this! Well done guys!
This is sweet! I've had my head deep in user research lately, looking at this with those "goggles" I'm finding a lot of great use cases for this. Support and user research can work tightly together and help both parties
I've seen this in like 5 products in the last week. Clearly adoption isn't a problem
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