At Intercom, they aim to enable businesses to communicate with their customers in a personal and meaningful way. They explore how people like to communicate and try to understand the elements that make it personal. Non-verbal cues such as tone of voice and physical gestures play a crucial part in face-to-face communication, and understanding these cues is important for effective customer communication. Textual paralinguistic cues, such as non-standard punctuation and text formatting, can help convey different types of nonverbal information. Emojis can act as substitutes for body language and facial expressions, conveying emotion and clarifying a message's meaning. The use of emojis and other visual elements like GIFs can add emotional expression to online communication, helping to build trust and form meaningful relationships with customers. By embracing new conventions and adopting these elements, businesses can make their connections with customers more personal and effective.