The article from Intercom highlights the importance of emojis in business messaging, citing a data report that analyzed over two million conversations between customers and end users. The analysis found that messages containing an emoji were four times more likely to elicit a response than those without one, suggesting that emojis can improve message engagement. However, it also revealed that businesses tend to use fewer facial-related emojis and instead opt for object-based or money-related ones, which may not be as effective in forming genuine connections with customers. The report concludes that businesses should adopt an approach that feels natural and personal, rather than artificial or cheesy, by using emojis that reflect their genuine emotion and avoiding negative ones. Ultimately, the key takeaway is that communicating with consumers will increasingly resemble personal communication, and it's up to businesses to figure out how to make their "work persona" align better with their "real one."