Who this comparison is for
LiveConnect highlights
- SLA clocks in-queue with surge deflection
- Native payments & voice escalation in-session
Intercom highlights
- Strong messenger & product tours ecosystem
- Popular help center & bots
Capability matrix
| Capability | LiveConnect | Intercom | Notes |
|---|---|---|---|
| Web chat messenger experience | Full | Full | Branding & pre-chat forms supported |
| Social DMs (IG/FB), SMS & WhatsApp | Full | Partial | Coverage and template mgmt differ by plan |
| SLA timers & breach automation | Native | Partial | FlowForge triggers for breaches |
| Ticket handoff with AI TL;DR to help desk | Native | Add-on | Desk-native linkage vs app/marketplace |
| Voice escalation + transcript attach | Native | Add-on | VoiceLink vs telephony integrations |
| Payments inside chat | Native | Add-on | PayStream hosted checkout |
| QA scoring + supervisor whisper/barge | Full | Partial | Ops coaching within inbox |
- Feature availability varies by plan for both products; validate channel limits.
Total cost of ownership
For teams with broad channel mix and ticket-heavy workflows, LiveConnect reduces glue work (handoffs, summaries, escalations). Intercom may require multiple add-ons/connectors to match parity across telephony, payments, and SLAs.
Assumptions
- 4–6 channels, 8–30 agents
Migration plan
From Intercom · Parallel widget + channel connectors → macro parity → cutover
-
1
Install LiveConnect web widget alongside Intercom (staged domains)
-
2
Connect IG/FB/WA/SMS in PulseGate and map queues/skills
-
3
Mirror macros; enable AI summaries; switch entry points
Security
- PII redaction, SecureStore for attachments
- Audit logs & export API
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| Web chat install guide | Snippet + branding + presence | product_docs |
| Supervisor wallboard/whisper | Observe, whisper, barge | product_docs |
About LiveConnect
LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.