Messages & Series

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

  • 635 Topics
  • 1,528 Replies

635 Topics

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Rob BathgateNew Participant
asked in Messages & Series

Series Wait = 5 minutes - significant delay

HiI have a series…Step 1 - user entersStep 2 - wait 5 minutesStep 3 - send emailIn my test of this series, the wait of 5 minutes in step 2 was closer to 30 minutes. At one point, the user was sitting in the "still waiting" like even thou the "entered at" time was 15 minutes ago. The email for step 3 was finally sent and received 34 minutes after the user entered the flow.Is this a hangover of a big server/queuing load at Intercom?If so, not ideal but ok - I'd just need to know what is going on so I can adjust the series and manage my expectations as to when it'll actually send. If it's not a load/queue issue... What's going on? ThanksRob 

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3 hours ago
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Eva KnutssonNew Participant
asked in Messages & Series

Customise bot image on messenger

Please help! How do I update the Bot image thats on on the messenger? 

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1 day ago
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Julianne WalkerNew Participant
asked in Messages & Series

Emailing users according to company tag

Is there a way to allow a user to enter a series every time that a certain tag is added to one of their companies, no matter how many times the tag is added to any number of their companies? I need to email users every time a specific tag is added to one of their companies, which could potentially happen multiple times a minute for multiple different companies that the user belongs to. Currently the entry rule is ‘Company tag is xyz’ and users are only emailed for their first company that matches, but I need them to be emailed for every company that matches even if the next company is seconds later.

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bernice
3 days ago
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Nick ReynoldsNew Participant
asked in Messages & Series

How can I merge query parameters in a url for a link in an email?

We send a link to intercom via an event that looks something like this: Page Url: https://example.com/some-page?test=true In our email, we have UTM tracking enabled, and the preview of the attributes looks like:utm_source=intercom&utm_medium=email&utm_campaign=email-testing the link attribute on a button set to:{Page Url}?utm_content=toplink Ideally, we would like all of these query params merging like this:https://example.com/some-page?test=true&utm_source=intercom&utm_medium=email&utm_campaign=email-testing&utm_content=toplink ...but instead, we see only the utm tracking:https://example.com/some-page?utm_source=intercom&utm_medium=email&utm_campaign=email-testing How can we merge all of these query params in such a way as to ensure we get the complete set?

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Jacob Cox
4 days ago
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annaaldersleyNew Participant
asked in Messages & Series

URGENT — 296 users in segment but only 142 when sending bulk email

I’ve got a specific segment of users uploaded from csv — 296 users in total. When clicking on “send message” and down to “rules” there’s only 142 users. I’ve switched “include those who were unsubscribed” on — but there’s still only 142. Am I missing something here? It’s really frustrating!  Thanks for any help :)

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aykut.aydin
6 days ago
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Keti BosikashviliNew Participant
asked in Messages & Series

Can I use event metadata as parameter in e-mails

I tried to send personalised email to my user and used event metadata with some parameters into email.I created data attributes, new event with metadata  Triggered series on this event Created email, and inserted event parameters there, but the problem is that when I receive email, value from event metadata custom_attributes are always empty.Is there any way to fix it?Thank you

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mateusz.leszkiewicz
16 days ago
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Stefan K12New Participant
asked in Messages & Series

How to track Youtube views?

Hey, We're using messages to point users proactively to individual Youtube videos embedded in the messages. Is there any way to track if people actually use them?

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16 days ago
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Oleh KoltsovNew Participant
asked in Messages & Series

Notification to indicate, that I'm in Away mode

Hello evetyone! I need your help. Could you please tell me how can I enable notifications to indicate that I'm writing from Away mode? Previously, when I was in this mode and messaging clients, I would be prompted to change my status to online. How can I restore this functionality

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20 days ago
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ilikeblueskyNew Participant
asked in Messages & Series

iOS crash when user tap on recent message everytime

Changing the translatesAutoresizingMaskIntoConstraints property of a UICollectionReusableView that is managed by a UICollectionView is not supported, and will result in incorrect self-sizing. View: <ICMDayTimestampDividerReusableView: 0x14a07f060; baseClass = UICollectionReusableView; frame = (0 0; 0 0); layer = <CALayer: 0x28380cb20>>*** Assertion failure in -[NSLayoutConstraint _setSymbolicConstant:constant:symbolicConstantMultiplier:], NSLayoutConstraint.m:669*** Terminating app due to uncaught exception 'NSInternalInconsistencyException', reason: 'NSLayoutConstraint constant is not finite!  That's illegal.  constant:nan firstAnchor:<NSLayoutDimension:0x282305040 "IntercomSDK_ITBAnimatedImageView:0x14a0959b0.width"> secondAnchor:(null)'*** First throw call stack:(0x1887da678 0x180a57c80 0x187d38d38 0x1a8f86ab0 0x1a8f866f8 0x1a8f865f4 0x10625f680 0x10625f2fc 0x10625f180 0x1062c9ecc 0x106216778 0x106295944 0x1062173fc 0x1062175f0 0x1061a4958 0x106176fa4 0x106176b6c 0

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aykut.aydin
22 days ago
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Ian FNew Participant
asked in Messages & Series

How do I add a signature to an email?

Our company uses multiple email addresses that can send emails through contacts. Is it possible for team members' signatures to be visible when sent via these addresses? At current , signatures are only visible when sent via individuals (YOU)

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mateusz.leszkiewicz
30 days ago
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CherryConnector
asked in Messages & Series

How to unsubscribe one customer from an email sequence?

We have an email sequence specifically for B2C leads. I want to unsubscribe one lead from that sequence as it turns out she is a B2B lead and therefore the rest of the automated sequence is not relevant for her. I’m sure there used to be an easy way to unsubscribe someone but I simply cannot find that now.

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1 month ago
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Natasha GazvodaNew Participant
asked in Messages & Series

Feature request: can we remove the CSAT survey from sending entirely for a certain team

Hi all,We would like to have the possibility of removing the CSAT survey from sending entirely for a certain team.Our team doesn’t really need this and it feels weird to send feedback to certain partners we are talking to when we are in constant comms with them. !-->Thank you!

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Sam M13
1 month ago
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fernando synctaNew Participant
asked in Messages & Series

Can you merge conversations?

I have multiple conversations from the same customer. I would like to merge them into a single conversation for easier tracking.  

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Diana Tripac
1 month ago
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Luke WNew Participant
asked in Messages & Series

How do I send a message using a company attribute when the user is in that company's part of the website (e.g. workspace)?

Hi there,  Our users can be a part of multiple companies. When using our app, they can switch between company workspaces (much like with Intercom, and many other services).  Every company has an attribute "isTrialing".  I'd like to send a banner to a customer when they are in the company workspace that is currently trialing.  I can create rules to "send banner to user when company is trialing", but this is then sent to the user no matter which company workspace they are in. This banner should only be sent to the user when they are in the workspace of the company that is currently trialing. Would appreciate any advice. Thanks!

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1 month ago
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CeceNew Participant
asked in Messages & Series

How do I trigger emails to users who have not logged in?

I'd like to send a series of emails to users who have never logged in on our product (i.e. to encourage them to log in and look around), what's the easiest and most reliable way of triggering this on SERIES via the entry rules? Thanks in advance!

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mateusz.leszkiewicz
1 month ago
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Ipek GulerNew Participant
posted in Messages & Series

How can I use Intercom for Account Management / CRM?

Hi, I want to use Intercom for Account Management and create sequences. I have found Series + email might be an option here, but then sending emails with unsubscribe links look like I am sending a marketing email, which doesn’t work for my case. Does anybody have any suggestions on using Intercom for Account Management and being able to create sequences without unsubscribe links, so that they are sent automatically and are seen as personal emails?  

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mateusz.leszkiewicz
1 month ago
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Nir FarkasNew Participant
asked in Messages & Series

Moving workflows between workspaces

Is there an easy way to duplicate/move a workflow between workspaces (test <->prod)?

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1 month ago
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Jaime at ReferralCandyNew Participant
asked in Messages & Series

Why is the chat support widget only showing Portuguese or Spanish options

I'm trying to reach intercom support. Their chat widget is only giving Portuguese or Spanish language options

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bernice
1 month ago
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avkiselevNew Participant
asked in Messages & Series

Open chat after any custom event

Hi, I'm thinking about becoming an Intercom customer, but first, I need to ensure it meets my specific needs. I'm interested in the ability to trigger the Intercom chat pop-up at the corner of a web page based on custom events determined by the webpage's algorithm. Is this feasible? Essentially, I'd like the Intercom chat to appear whenever my algorithm dictates—this could be in response to a webhook from the server or any other custom logic. Can Intercom support this functionality? Is there some method like openChat() that just opens chat “with no questions”?

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1 month ago
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Jackson KhanNew Participant
asked in Messages & Series

We just started getting this confirmation prompt everytime we click on a zendesk link. Anyway to bypass this?

Whenever we create a zendesk ticket in intercom and click the link to head there, we get this prompt now. It never happened before and it’s an annoyance. Any chance we can bypass this in a setting? Tried adding that to our trusted domains message list but that didn’t work.   

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1 month ago
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Miroslav ŠustekActive User
asked in Messages & Series

What does "Currently you can add only one rule like this" in message trigger rules mean?

I am trying to create a Chat message that will be sent 3 days after some event happened for the first time. I think that I was able to set up such message yesterday using “Add event or rule date” button.However, today the button is grayed out and when I hover over it, it says “Currently you can add only one rule like this”.What does that mean? It this function temporarily disabled globally? Or is there some problem with our account setting or something? When will be this feature available again?I cannot see any ongoing incident on https://www.intercomstatus.com/ . Neither I can see any note in the documentation (https://www.intercom.com/help/en/articles/5420235-send-messages-on-a-recurring-schedule and https://www.intercom.com/help/en/articles/5180516-send-repeatable-messages-based-on-events-you-track-in-intercom) that the feature is available only in some specific cases.

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1 month ago
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HolgerConnector
asked in Messages & Series

Follow up on message reactions

Hi there,I have an automated messaging running in Intercom and give users the option to react with emojis. Now I would like to follow up automatically depending on the emoji they have chosen to find out why the user reacted in this way. How can I do this? I know that this is possible for articles but I didn’t found it for message reactions.Thank you very much in advance and best regardsHolger

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1 month ago
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Team TRACTRNew Participant
asked in Messages & Series

How to delete contact events

Considering existing contacts with several create event calls, how can I clear all events for a specific contact ?I can use API if necessary, but I didn’t find any resources on this subject

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1 month ago
Shauna
ShaunaCommunity Manager
asked in Messages & Series

Can I revert from HTML editor when creating an outbound email?

When creating an outbound email, I changed to HTML editor but now I can't change back so all I can see is the HTML instead of the normal UI.

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1 month ago
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yevgeniy.shtokalNew Participant
asked in Messages & Series

Couldnt send error

I cant reply our users who contact via chat. The error does not disappear for a very long time, we are losing customer loyalty. I can’t contact you because your chat is also not working, please solve the problem and contact me as soon as possible https://imgur.com/a/vgS49eM 

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bernice
2 months ago
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