Currently, Intercom does not offer a native feature to reply to specific messages with a visual reference, similar to how it works on WhatsApp.
In WhatsApp integrated with Intercom, when a customer replies to a message, you can see the original message being referenced within the conversation thread. However, this “reply with visual reference” functionality is not available in the web Messenger or other channels.
This feature would be very helpful for managing conversations that include multiple questions or messages in sequence, improving clarity and context for both customers and teammates.
Expected benefits:
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Clearer communication in multi-message conversations;
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Faster and more organized responses to specific points;
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A more intuitive and modern chat experience.
