Not sure, why Intercom continues to not support variables in outbound WhatsApp templates, while WhatsApp API and literary every 10 bucks WhatsApp support tool out there supports this.
This cuts down at least 80% in value on this (paid) add-on.
You cannot even do a simple message like “Dear {customer.name}”. With the current implementation and no customization at all, messages look like super fishy to users. In addition, you need to create a new template for every single scenario you may want to reach out to a user. We worked with several other platforms before intercom where we just had support templates like “Dear {customer.name}, I am Philipp from XYZ, I am reaching out to you regarding {custom.topic}. Looking forward to hear back from you. Cheers Philipp”
I want to emphazise that not being able to do this is not just a little UX issue or optimization potential, but actually freezes the use of that channel for us in practise, whiel WhatsApp is actually >80% of all communication.
So please, we and I think the whole Intercom community using WhatsApp integration would really appreciate some movement on this end.
Cheers
Philipp
