One of the core philosophies of Intercom is to make it easier for your users to talk to you. Conversations are how you will win, delight and ultimately convert non-paying customers into paying customers.
However, we also understand that sometimes it doesn't make sense to allow your users to reply with text. That's why, if you have Intercom Messages Pro, you can choose 'Reactions' as your response type instead.
Also, if you have Intercom Messages and can’t handle the volume of new conversations you’re receiving, you can turn off inbound conversations in your Messenger settings. Once this is turned off, people won’t see the ‘new conversation’ button in the Messenger.
Note: If your subscription also includes Articles, this will not turn off the ability for people to start new conversations from your Help Center.