[erader]

My list is too long to share, but let me give you a very simple example.

On most chat platforms, the widget displays an "mail" button or something similar that allows the visitor to send the transcript to themselves for reference later on.

Intercom does not have this, and agents don't the ability to quickly send transcripts either. Our team literally has to copy/paste the transcript into a new Zendesk ticket to send it.

Intercom's philosophy dictates that a 'conversation' is an ongoing thing that happens anywhere: in-app if the user is in session or via email once the user's browser session your website has stopped.

Their philosophy ignores the very clear pattern of visitors treating the intercom widget like a "normal" chat widget (which many have come to expect).

The 2 ways to perceive this are: - Adding this feature adds value for me and I should pay for it - Adding this feature bring Intercom to parity with customer expectations, and should be included in the price. Not having it is an unnecessary blocker.

I strongly believe in the second one.