[davebarrett]

Hi jsean, David from Intercom here.

I can't talk about the "relation" metric as I'm not as familiar with this part of the product as I am with others, but hopefully I can help you with some of your other questions.

Currently with the widget the user can read new messages from you, write new messages to you, and reply to either type of message.

Right now the behaviour is that, if a user doesn't have any unread messages, clicking on the inbox link brings them to a new message form. There's also a "New" button in the inbox (seen here: http://intercomapp.com/images/marketing/shots/5.jpg ) that brings them to the same form.

If you have an Exceptional account (getexceptional.com) you can see the widget in action.

We're using Qwerly at the moment for social data.

If you have any further questions, let me know here or fire us a tweet @intercomapp.

David