We use Intercom's SMS channel for our text hotline, and honestly it's the weakest part of the platform for us. The biggest issue is that when a customer replies within 5 days of a conversation being closed, that same conversation reopens instead of starting a new one. There's no way to change that window.
This throws off our metrics. One conversation can end up covering several unrelated issues, so time to close, response times, and conversation volume on SMS don't reflect what's actually happening. It also means a customer texting back days later with a new question lands in an old thread.
We'd like a setting that controls how long a closed SMS conversation can be reopened by a reply. Ideally we could set it anywhere from zero (every new text after close starts a new conversation) up to the current 5 days, and set it per channel so SMS can work differently than chat or email.
The rest of Intercom works well for us, but SMS needs this to be a reliable support channel.