Congratulations on the release. Wish you all the best with it, and will not hesitate to recommend it … but first, email 100% has to be supported. Should be as good as Intercom's user-facing email flow.

Email and twitter DMs are IMO more important for people looking for a support channel than "live agent" chat boxes. Live agent boxes are often adblocked and can't ever be the sole point of contact for a company that cares about having a support channel.