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Messages & Series

Send perfect messages and targeted campaigns with Intercom's outbound features

  • 713 Topics
  • 1,709 Replies
711 Topics
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Jhousto8New Participant
asked in Messages & Series
Outbound messages and Bubble

We are built on bubble. I have been trying to get our outbound messaging to work for weeks with support not being able to pinpoint the issue. I am trying to set up an outbound message to pop up when user goes to a certain page and is on the page for at least 15 seconds. Any suggestions for rules maybe that I am missing to get this up and running? I have tested it a bunch where user meets all the criteria but the message is not sending to the user.

102
Paul Byrne
Intercom Team
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leegeeteeNew Participant
asked in Messages & Series
Attribute json blocks for html blocks contains an invalid message template variable - but previews work

I’m trying to use a custom HTML template to send an outbound message (it’s an A/B test, not sure that matters) and when I click “Schedule and set live” I get the error message “Attribute json blocks for html blocks contains an invalid message template variable.” I sent 10 Preview messages successfully to various email addresses for testing, and only encounter the error when I try to set the email live. I built the email in Figma with the Emailify plugin. I have exported code before using the same programs and didn’t get this error but obviously this is a different email with different styling. I am clearly not a programmer (I know just enough to be dangerous) and I am comfortable making minor changes in HTML. I have read the help desk article https://www.intercom.com/help/en/articles/245-creating-html-emails and I see the list of supported HTML blocks but am not sure how to search in my code for something *not* allowed. Happy to share the full code with someone who can help.

232
Paul Byrne
Intercom Team
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YannNew Participant
asked in Messages & Series
I cannot start a free trial

After I complete the information to start a free trial, and verifying my email account, it return a “403 Forbidden: Workspace Suspended” tips, and after that, every time I click the “Start free trial” button, it return this. How could I start a new free trial? The Screenshot of the tips

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Paul Byrne
Intercom Team
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Tricia YonahaConnector
asked in Messages & Series
Chatbot routing

Our chatbot widget is linked to our company's website and knowledge base. We set up a workflow for the chats to route to a chat inbox, but they are routing to our General team inbox. How do I fix this routing issue?

1009
Milan
Expert User ✨
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Yusuf CelenliNew Participant
asked in Messages & Series
Small team with 1 account?

Hey all. Curious if there are any solutions or recommendations for a small team to use Intercom. Currently we’re seeing $29/mo per seat which is SUPER pricy and already extremely limited as it is as we’re very small and in the beginner stages. It makes no sense to spend $60 or more a month just for 2 reps when we only have maybe 1 chat per week coming in. I’m wondering if anyone uses a shared email/account or have any recommendations. We can’t even take advantage of all of the features of Intercom because it’s gated behind a $85/seat/month cost which is almost 3x the cost of the entry level plan. We love Intercom but feel super restricted despite paying for it.

463
mateusz.leszkiewicz
Intercom Team
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Ron HillNew Participant
asked in Messages & Series
Untagging Option

Zipline International drone delivery service uses intercom to tag customers when they request notification that our delivery service is back up following a period of downtime. To do this, a workflow tags the customer with a notification tag. This is how we find those needing notification in outbound message filtering. However, we must manually untag all users. As we continue to scale, this will become unscalable. We urgently need an untag or remove a tag action that can be applied to the outbound messaging to clean up the tags post message delivery. Thanks! Ronald Hill, Customer Support Agent Zipline International 855-947-5163

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Akshay SinghalNew Participant
asked in Messages & Series
SMS Limit reached and support is unresponsive

Without any prior warning, Intercom is showing this message “You have reached your SMS sending limit, please reach out to our support team to increase it.” I reached out to support via messenger and haven’t heard back in over an hour. This is a major disruption for us since SMS is the primary communication channel for our users. I wasn’t even aware there is a sending limit on SMS - doesn’t seem to be documented anywhere. Has anyone faced this before? Is there another way to reach Intercom’s Support other than wait for a “Person” to respond in Messenger?

161
Paul Byrne
Intercom Team
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User316New Participant
asked in Messages & Series
How can I send emails to multiple users?

Is there some way to upload a CSV of user IDs instead of having to manually enter each one into the 'who will receive this' bit? I want to send an email to 50 or so people.

15285
conor
Innovator ✨
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travish headNew Participant
asked in Messages & Series
hey i am new here

can you help me

101
conor
Innovator ✨
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Oana-LauraNew Participant
posted in Messages & Series
PII Redaction Tools Integrated with Intercom

Hello everyone 👋 I'm curious to learn what redaction tools you're using for masking PII (Personally Identifiable Information). At the moment, we're using Strac to redact all PII in real-time, but I'm interested to hear if anyone else uses different redaction tools integrated with Intercom. Would love to hear your experiences and any recommendations you might have! Thanks in advance! 😊

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dbausNew Participant
asked in Messages & Series
Outbound filter rules: can no longer email our member list since the "seen less than 90 days ago" filter was added

Hi all,After years of using Intercom to reliably email ~650 members in our organisation on a ~monthly basis, today we’ve run into a hiccup. Only ~270 members now show in the “Users” preview with no filters applied. There appears to be a new automatic filter of “Last seen less than 90 days ago” which does show in the Rules list when previewing the email, however when editing the email it doesn’t show, and therefore I can’t deselect it. FinAI support advises: “I apologize for the confusion, but the "last seen less than 90 days ago" filter is an automatic feature that can't be disabled for email messages. It's applied to ensure better engagement rates. However, if you need to include users who were last seen more than 90 days ago, you can create a specific filter for "Last seen more than 90 days ago" in your audience rules. This will allow you to target less active users if that's your goal.” I tried Fin’s suggestion of adding a filter for “more than 90 days ago” however this produces a l

604
Nathan Sudds
Top Expert ✨
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LiudvikasNew Participant
asked in Messages & Series
Add an attachment to an outbound message through API

I want to send email with attachment to customer. Conversation should be created, when email is sent. I am using REST Api Message endpoint with flag create_conversation_without_contact_reply: true. Everything works fine except I can’t add an attachment. Is there any way how to add an attachment to message?

801
Emilygav
Intercom Team
Graziela
Innovator ✨
GrazielaInnovator ✨
asked in Messages & Series
Bulk email delivery

Folks who use mass email sending via Intercom, do you have any tips? I’ve checked out the best practice articles, but since this will be my first time doing it, I’d appreciate any recommendations for an app from the Intercom App Store to help filter out suspicious email lists. Thanks!

901
ryan.parker
Intercom Team
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Amy CNew Participant
asked in Messages & Series
Excluding users who are currently in a specific series

I want to exclude users from a series who are currently in a certain other series. Is 'has entered' the other series adequate or do I also need to specify 'have not completed/disengaged/exited' the series?

441
ryan.parker
Intercom Team
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essaNew Participant
asked in Messages & Series
hello good morning how i can ask question

hello good morning how i can ask question

592
Trevor
Innovator ✨
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HosamNew Participant
asked in Messages & Series
Assigning to a Team Inbox Based on a Custom Event Message

Hello everyone! Is it possible for an outbound message be sent and assigned to a team inbox, allowing them to be notified when it’s triggered? We have developed a custom event for when a customer (traveler in our case) attempts to submit their booking but encounters a failure that prevents submission. Once this occurs, an outbound message is sent to them stating that we noticed the failure and that one of our agents will reach out immediately for assistance.I noticed that if this message is sent, our inbox is not triggered until the customer replies to the outbound message. We want to notify out agents immediately to help customers proactively.

541
Diogo Silva
Innovator ✨
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User2296New Participant
asked in Messages & Series
How can I "sample" my audience for NPS surveys using the new Survey feature?

I'm playing around with the new Survey feature - which is very cool to have in Intercom, but I'm missing the option to spread sending the surveys over time to a big group of people. For example, if I have 10,000 users who login each month, I don't want to send it to 10,000 right away. I want to send the survey to 2,500 random people each month for the next 4 months. Ideas?

1403
mateusz.leszkiewicz
Intercom Team
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Kulpreet AlaghNew Participant
asked in Messages & Series
Best approach for delaying emails in a Series: Wait Block or Rule Block?

Hi, I've set up a Series with an entry rule to check for new customers and I want to send them emails after a few days. Which would work better - a Wait block (for X days) or a Rule block (First seen exactly X days ago)? Wait block Rule block Thanks

352
Nathan Sudds
Top Expert ✨
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João MacielNew Participant
asked in Messages & Series
Automatically export outbound conversation data

Hello everyone, we would like to automatically export outbound conversation data, for example, knowing when it was sent and to whom it was sent. When sending individually, we can retrieve this data, but when sending in bulk to multiple contacts, is it possible?

401
Diogo Silva
Innovator ✨
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Tiago CamposNew Participant
asked in Messages & Series
Checklist scheduling

Howdy folks! Im setting up a new checklist. Question, if a person clicks on the “X” when they are going to see the checklist again? Is it possible to “pop-up” the checklist every x days? Thanks

241
Diogo Silva
Innovator ✨
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Arian ShaikhNew Participant
asked in Messages & Series
How can I add style in the reply body response in conversation using rest API request

Although, I am able to send p tag or a basic string message, but when I send something like this:`"body":"<html><body><div style='margin-top:30px; text-align:center; display:block;'><a href='https://google.com#39;>Record your Screen</a></div></body></html>"` it just goes as empty

151
F
Innovator ✨
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Montreal CollegeNew Participant
asked in Messages & Series
How can I personalise the chat launcher?

How would it be possible to visually change the chat launcher?The default widget is not too accessible for users unless they accidently happen to find it.Is it possible to increase the size - give a pop up transition, which isnt natively possible? Thanks

352
Nathan Sudds
Top Expert ✨
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Tom TupperNew Participant
asked in Messages & Series
JS API error handling

The JS API has no documented methods for capturing and handling errors. Is there an undocumented callback that can be used to capture and gracefully handle errors? If not, why not? Both the Android and iOS SDKs have error handling but there is zero documented error handling for the JS API. This makes the API far less useful. All assistance appreciated.

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Graziela
Innovator ✨
GrazielaInnovator ✨
asked in Messages & Series
New design

Today, I spoke with support about changing the font, and they told me it’s not possible. Is that really the case? This new font is quite challenging; when you look at the number 0, it sometimes looks like an 8. It’s causing a lot of issues for users.

502
Graziela
Innovator ✨
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Tach75New Participant
asked in Messages & Series
Help Needed: Issue with Chat Multiplication in Intercom Folders

Hi everyone, We are working with Intercom and recently added the function to sort incoming chats based on the customer's inquiry. Chats that didn't fit into specific categories were sent to a general folder. However, we are encountering an issue where closing resolved chats in folders seems to cause the chat count to increase rather than decrease. For instance, if there are 20 chats in the "Payments" folder and we close one, instead of the number dropping to 19, it sometimes increases to 22 and then stabilizes at 21. Has anyone experienced something similar or have any suggestions on how to fix this? Your help is greatly appreciated! Thank you!

311
Shaq Payne
Intercom Team
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