Currently, long and complex explanations delivered to end-users are difficult to consume or view in their entirety in the messenger. Intercom product design believes that brief communication is always effective in solving a support issue, with longer explanations siloed to a static help center article. There needs to be better support for longer messages to be viewed in their entirety in the messenger.
In our use-case, our agents are level 2 support, and our end-users are level 1 techs in the field. Discussions are often around complex endpoint or networking issues that often involve long explanations to be delivered - and also not in a standard enough use case that a help article can be or should be made for it. This is impacting our decision to adopt the product.
I propose the option to ‘zoom’ on individual messages if they exceed a certain size (i.e. one chat extends >50% of the messenger window size.
This modal is displayed in how you handle zooming on images. For example here is my option to zoom on a messenger:
In my example of a complex explanation here ; you can see readable is dismal and paragraphs are difficult to parse out and consume. If there was an option to present this specific message full-screen it would be a better reading experience for the end user.
