Messaging looks set to disrupt the computing landscape but not for any of the reasons you might expect. Chat’s threaded UI, where all...

Our product teams pride themselves on working in small, autonomous units. Each team has their own roadmap, their own weekly goals, and...

Let’s face it, no one likes to be interrupted. But whether it’s on our phones, on websites, or even inside apps, disruptions such as...

The first wave of the internet was deeply impersonal. It enabled immediacy, scale, and access. But anonymity ruled – it made...

Our new messenger marks the culmination of a year’s worth of work. We’re announcing our new messenger to help businesses more personally...

Most of the writing on onboarding focuses exclusively on what’s happening on the interface. Advice on modals, tooltips, and gestures is...

Despite plenty of excitement it’s still unclear how conversational UIs can be made to work in a practical sense. But opinionated design...

Everyone is talking about the rise of chatbots; but are forgetting that humans are pretty good too. In recent months we’ve seen Facebook,...

Imagine someone trying to sell you a new car without a radio. Or a new smartphone without a camera. When it comes to these physical...

Word of mouth is the first traffic source. You can’t put a price on its value, and it sure as hell isn’t free. You’ll only get word of...

Uber isn’t just killing the taxi industry. Its relentless approach to distribution and scale is also putting a nail in the coffin of app...

When we released our real-time messenger, we tried to push aside the traditional live-chat model, and instead took our cues from modern...

My phone buzzed. I was somewhere in Iceland. More than ten miles from my car and any other human being. Holding a phone with a dying...

It’s often said design is a dialogue between designer and user. We talk to users about what they want and need. We discuss projects with...

Design patterns are reusable solutions to common problems. They greatly speed up the design process, giving designers a common vocabulary...

Building a sound, intuitive message editor for use everywhere in Intercom proved to be a much more challenging, time-consuming, and...

When your company is starting out, it’s tempting to buy lots of point solutions to solve different growth problems. But this quickly...

Knowing precisely what you want to achieve from a message before you send it is key. Not only to crafting the right kind of message but...

The messages you send to customers need to work hard and work fast if they’re to engage with any real purpose. Attention is fleeting,...

What are you hoping to achieve when you message customers? Do you want them to simply open the email, and maybe click a link? Or do you...