It's great that chat messages and email messages can be woven together, for example when segmenting and targeting audiences, and in reporting. Seeing each user's complete message history is useful.
I like that emails can have a condition to not send to anyone who's been contacted in X days. This helps with not overwhelming recipients.
Their support team is friendly, and the fact that the program's features are lacking is not their fault.
Their email program is incredibly basic. I think if you'd like to focus on email marketing and not just your chat support, looking *anywhere* but with Intercom is a better idea.
One of my biggest grievances is that if you upload HTML, certain parts get stripped out, rendering emails not looking or functioning correctly. This has been acknowledged by their support team, and their only advice was to use their very very limited WYSIWYG editor.
Certain things Intercom adds to the HTML when sending are known spam triggers (according to SendForensics).
It is possible to pull in dynamic variables from the mailing list, but you can't manipulate them (as you can in programs like Responsys), and I also don't believe it's possible to have dynamic content pieces in the email, based on mailing list values or demographics.
There are no extension tables.
There are no text versions generated.
There is no view in browser link.
Email sends can't be throttled over time for large deployments.
Test emails can only be sent to 5 users at a time, and they are not a true copy of the actual email (for example, links aren't encoded).
Emails can be previewed with actual user data, but which user is picked is random.
Rules for segmenting audiences are incredibly hard to use and very basic. For example, I can only choose AND or OR conditions, no combination of the two, and no nesting. The available conditions are very limited (for example, I can choose "value is xyz" but not "value is not xyz"). There is no way to re-order rules, other than to delete everything and start over.
If a user bounces, but then updates their email address, their record remains forever marked as "undeliverable". Again, support acknowledges this and promises that a solution is in the works.
Reporting is rudimentary. A lot of metrics can only be exported for all-time sends, not by week or month, etc.
There is no reporting on a click level - only how many clicks overall an email received. That is fine for emails with only one CTA, but useless for a newsletter.
There are often unexplained bugs.