Sending a moderately long reply to a conversation/ticket provides a poor experience. The larger your reply, the less of the conversation thread you can actually see. There’s no way to stretch the box to make it wider/shorter/longer. If you need to reference a message in the thread, you have to actually use Notes or a separate doc to formulate the reply, and then only c&p to the Intercom inbox when ready.
The two arrows in the top left allow for very minimal reduction in the size of the Description box, but not enough to make any difference.
It’s impossible to resize images so some paste enormously while others paste very small.
The inbox thread/reply area should allow agents to stretch and scroll to accommodate short and long answers.