Behind the messenger: the right kind of disruption

At Intercom, they've recognized that disruptions like modals and pop-ups can be intrusive and annoying to users, causing them to close the message without even scanning it. To address this, they've designed a new messaging system that gives users more control over their attention, allowing them to read messages when they're ready. This flexibility means customers can finish tasks on the website or app before engaging with the message, and even come back later if they want to. By putting users in control, Intercom has seen higher engagement rates, as users are more receptive to messages that don't disrupt their experience. The new system also respects user preferences, never showing a dismissed message again. Ultimately, Intercom aims to create a more human-like messaging experience, being more personal and respectful of end-users' time and attention.

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