Why is Intercom chat box so slow? Is this normal?

Question

We are in the process of doing a PoC with Intercom and noticed super slow load times on the Chat bot. Even the main Intercom.com website is showing 20-30s on a click of a  custom bot reply before it  loads the next set of paths. This make sit unusable. I am worried if Intercom can't get the performance on their own website, what does that mean for their customers. I spoke to a  sales person yesterday and she said they were experiencing slowness but should be resolved soon.  But unfortunately not.

Eric Fitz · Accepted Answer

Hey @user2331​, I'd suggest you contact our Support team directly about this via the Messenger in your Intercom workspace. They're best placed to help you here!

User2331 · Answer

If you actually read the post you would realize that the issue I reported seems to be  global and not my workspace I am testing in. Secondly, the support is not responsive. Have tried to report it but have not heard back now on any resolution. I would think a system wide slow down would be a critical event.Just to make it clear: pls try Intercom.com > Chat > click on any reply strings for custom chat bot and see it for yourself. We are seeing over 15 seconds for it to come back. I assume Intercom.com site gets a lot of traffic but it should still scale with sub 1s responses to clicks on chat bot in this day and age of hyper scalable cloud clusters.Our own workspace with just 1 chat bot path takes 3-4 s which is still pretty slow. I am posting here again because Intercom support is no help, hoping someone higher concerned about the Intercom service will take notice and respond.

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