Why does the Intercom workflow trigger for “opens a new conversation in the messenger” require a reply button on mobile?
Our goal is simple: we want to automatically send an introductory message as soon as a user opens a conversation on mobile, without forcing them to tap an unnecessary button first. This extra step creates friction and isn’t user-friendly.
Unfortunately, switching to the “Customer sends their first message” trigger isn’t viable either. Many users won’t know they’re supposed to send a message at all unless they’re guided, so waiting for their input first defeats the purpose.
Disabling the error message would solve this problem immediately.