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Messages & Series

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

  • 685 Topics
  • 1,648 Replies
685 Topics
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User2122New Participant
asked in Messages & Series
Displaying news in intercom chat

I'm having trouble displaying the news app in the chats home section. I have everything in my settings is there something additional that needs to be done?

1661
Racheal
Intercom Team
1 year ago
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User2149Active User
asked in Messages & Series
Does anyone know how to untag messages in bulk?

I'm cleaning up our tag list, but it's such a pain to remove tags that are linked to messages as sometimes there are 40 or more messages linked to it.  

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Racheal
Intercom Team
1 year ago
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User312Connector
asked in Messages & Series
How to import our historical changelog from Canny into Intercom News center?

We would like to migrate our changelog from Canny to Intercom News but can't figure out how to anti date legacy articles.  In the scheduling options, we cannot add past dates. Is there a work around to handle such legacy import?

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Racheal
Intercom Team
1 year ago
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Troy BNew Participant
asked in Messages & Series
Wait Block not letting users through series

Do wait blocks only let users through if they meet the rules? Mine meet the rules just get stuck as still waiting when I test as 1 min wait.or do wait blocks take a lot longer that 1 min even though 1 min set. I have been waiting for hours.I di think when testing wait blocks didn't work if they had no name. But that doesn't seem to fix anyway. Absolutely lost here, spent 20 hours trying to get this to work. Putting it down to an intercom bug.Bueller? 

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Racheal
Intercom Team
1 year ago
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Pete JNew Participant
asked in Messages & Series
How exactly does a wait block work? And has anyone used it successfully?

We are having problems with a wait block. It doesn't seem to be working properly for us. We have a wait block that users get to and we see x users finished waiting. But they don't go on to the next step. The next step is a post that doesn't have any rules or conditional logic. But the users who finished on the wait block don't see the post. See the attached image. I've tested and gone through the flow as a test user. I've got through the proceeding step and opened a stopwatch and timed it and after the wait period (currently set to 1 minute) the next step does not trigger.  Technically, how is wait implemented? Does the intercom Javascript code essentially start a timer? Does it rely on the user performing some action like checking the timer on a click event or a page reload? I'd like to know technically how it works. What I've seen is the next step in my series has shown up. But it didn't show up after the wait period passed. It showed up on the sec

2893
Daniel M15
Employee
1 year ago
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User586New Participant
asked in Messages & Series
Is it possible to use event metadata as parameter in e-mails?

I'm using zapier to create an event with some metadata. For example, the event is "Project completed" and the meta is "Project name".​I'm using this event to start a series that will constantly sendo e-mails and posts to the user.​What a want to do is to use the metadata "Project name" in an e-mail's body but it doesn't show up. ​Any ideas?

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1 year ago
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Eric KNew Participant
asked in Messages & Series
What would cause a routine outbound newsletter to start going into the Spam folder?

What would cause a routine outbound newsletter to start going into the Spam folder overnight when it has previously been going to their inbox folders without any issues? FYI. No major changes were made to the configuration as it is based on a template

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Racheal
Intercom Team
1 year ago
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CorrieNew Participant
asked in Messages & Series
I set up a welcome email series triggered on first user sign in in our app. The first email only goes out some of the time, missing a large number of users. The users are subscribed to this series and have not met any of our exit criteria.

Whats bizarre is that a lot of emails ARE sending and we haven't been able to detect a pattern.

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C
1 year ago
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Tom M15New Participant
asked in Messages & Series
How to have perfect grammar in a templated message?

Our template is:  Hi {person}, {Person} has finished {action} {deliverable} for {job name}.Cheers, {Author name) This works most of the time. But sometimes the grammar doesn't work. Like this:  Hi Dave, I has finished reviewing script for MAK001.Cheers, Paul Ideally it would read "I have finished reviewing a script" Any ideas how you make the templated message flexible enough to always make sense?!

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T
1 year ago
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Support D13New Participant
asked in Messages & Series
Upgraded intercom account to engage and signed contract 5 days ago, Intercom has now cancelled our subscrption due to finish 5th Dec... Upon using the chat I keep getting advised I'll get an update in "1 day" but still no answer.

Can somebody look into our account or give us a direct email to talk to somebody in sales as we definitely don't want to cancel our account as it's becoming critical.

191
Shauna
Intercom Team
1 year ago
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BehramNew Participant
asked in Messages & Series
What is the best way to set up series?

Hey all,  What is the best way to set up series? Would it not be to create segments, and then use these segments in the 'entry rules' rather than always setting up the filters in 'entry rules'? I would like to understand what are the pros and cons of the above? i.e either setting up series by creating a segment before, and then using that segment as part of the entry rules, or to fill in the filters in entry rules each time a series is to be set up?  What are the implications of each in terms of reporting, data hygiene?  Any insights are much appreciated. Thank you!

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Daniel M15
Employee
1 year ago
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NandiniActive User
asked in Messages & Series
Anyone facing an issue while adding filters to Posts, Emails? Like the preview does not show numbers. Only after multiple refresh it shows.

Anyone facing an issue while adding filters to Posts, Emails? Like the preview does not show numbers. Only after multiple refresh it shows.

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Racheal
Intercom Team
1 year ago
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Andy HNew Participant
asked in Messages & Series
How can I avoid overwhelming users with messages when Series + Last Contacted doesn't solve the problem?

Currently my company uses Intercom to message users around new features, re-engagement campaigns, onboarding and more. We've migrated what we can to Series, and we are utilizing the "last contacted" attribute wherever we can. Still a significant number of messages don't make sense as a series because they are one-off sends. We're still running into issues where users are receiving multiple messages when they log into our product, because there is no intrinsic priority order to the variety of messages that a user would fit the qualifications for, especially if they haven't visited in several days/weeks. So for example, if a user hasn't visited in 3 days, there may be messages from multiple series and one-off messages they would qualify to see upon landing in the product, and they all load near the same time.  Has anyone navigated this challenge before and found a way for all of these outbound methods to play nicely?  Recommendation from Intercom support was

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M
1 year ago
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VaidaNew Participant
asked in Messages & Series
How to ensure two live posts are both seen by the user?

I've got two posts that are live-- one that is a monthly product update, and another asking for feedback on a specific new feature. Both have the same audience, and are meant to appear as soon as the user logs in. If the user logs in when the first post is set live, then logs in again when the second post is set live a few days later, then there is no issue: both posts have great visibility. My issue is, if the user hasn't yet seen the first post before the second one is set live, when they log in, they just see the very first post pop up; to find the second post, they have to go to their message history, and the post is marked as read already. Ideally, they'd get two pop-ups for both posts. I have tried setting this second post to "large", hoping that perhaps the difference in format would mean both would appear, but it seems not. I also haven't found a filter that would enable me to show a post only if another post has already been seen; would the "last

1132
V
1 year ago
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Phoebe ENew Participant
asked in Messages & Series
How can I restrict my post to show on Admin pages only?

I want to set up a Post that only appear on specific pages that can only be accessed by admins but I'm having difficulty getting the Post to appear on admin pages. I have a Post that is intended to appear on specific pages that can only be accessed by admins. I scoped it to pages that contain `/admin` in the URL and I limited users to only those who clicked on `admin` on the nav (which is only visible to admins). However, the Post doesn't appear on any of the pages containing `/admin`.

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Employee
1 year ago
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OrionNew Participant
asked in Messages & Series
How do recurring messages work with tag-based rules?

Hello, I have a couple of questions regarding using recurring messages that have tag-based rules. Let's say I have a message that is sent to users with a certain tag, is scheduled to be sent once per week, and is sent to users up to 3 times.If a user receives 1 message and I untag the user, will they continue receiving the message?If a user receives 3 messages and I untag and re-tag them, will they receive another set of 3 messages? Thank you!

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O
2 years ago
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Wendy KNew Participant
asked in Messages & Series
My outbound email messages are now showing as double spacing. How do I fix this?

When adding the contact names to the bottom of our outgoing email it automatically double spaces the information.I have also tried to type it in word as single spacing and then copy and paste into the email template and it still populates as double spacing. Look forward to your suggestions. Wendy

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Racheal
Intercom Team
2 years ago
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AngelicaNew Participant
asked in Messages & Series
How do I trigger a Series every time a user matches the audience rules?

How can I get a user into a series repeatedly?

683
Racheal
Intercom Team
2 years ago
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Kevin J11New Participant
asked in Messages & Series
Hi, I'd like to know if it is possible to automatically trigger an additional email to be sent after a customers conversation has closed with one of my reps? In that additional email I would like to pass over some customer contact info into a JSON sn

I want to pass over the customer email, name, and a contact id of some sort to the second trigger email to fire off a Trustpilot review invitation as seen in this article - https://support.trustpilot.com/hc/en-us/articles/360021253259-How-to-use-Automatic-Feedback-Service-without-a-BCC-field In summation I'm looking to trigger a second email when a conversation closes without the API. And second, can I add a structured data snippet to the source code of the trigger email to pass over contact properties to trigger a trustpilot review invitation with the contacts properties?

1341
Daniel M15
Employee
2 years ago
A
AppuNew Participant
asked in Messages & Series
Intercom chat Personalization

i want to recognize the company even without them submitting the information on intercom

81
Racheal
Intercom Team
2 years ago
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Erin KActive User
asked in Messages & Series
Is there any way to do business days only in our wait time?

Hi there! When creating a series, Is it possible to have the series respect Mon-Fri days only? For example, If they are supposed to receive Post X but don't come online within three days send Email Y, is there any way to make it "Come online within three business days"? We are a B2B company so I don't want to bombard people for waiting two days on the weekend, but still want to be timeline and engage our customers. Any ideas / workarounds welcome!

371
Racheal
Intercom Team
2 years ago
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Rishi RNew Participant
asked in Messages & Series
Why there isn't a wait time on the entry rule block of a series

Why there isn't a wait time on the entry rule block of a series

391
Racheal
Intercom Team
2 years ago
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ZsoltNew Participant
asked in Messages & Series
When setting the series live, I get the error "Please finish creating a schedule"

I set up a test series to send emails and in-app posts to one specific email address - that is me - so that I could test how everything looks. When setting the series live, I get the error "Please finish creating a schedule" The problem is that I don't want to schedule any of the messages, I'm ok, with any day, any time, since I set all messages a few minutes apart - and I want to receive them one after the other in order to test how each email or post looks. Why doesn't it let me set it live?

2891
Racheal
Intercom Team
2 years ago
A
Andy ENew Participant
asked in Messages & Series
Why is an email in my Series not sending?

We have a series set up with multiple waterfall conditions. The first condition in the sequence successfully sent an email. BUT despite the other conditions being met - the related emails have not been sent, The situation in the second condition is the same in the remaining 17 conditions

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Employee
2 years ago
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Henrik AActive User
asked in Messages & Series
Posts and the code editor, how to use it?

Want to use the code editor that is available in e.g., Outbound - Posts. However I don't seem to be able to get much out of it. I assumed html would be rendered but it does not.  The code editor is meant to be used if I want to write in large letters in some other color, is that correct? I have trawled through Intercom's support pages but have not been able to find anything specific to this. A ton of other articles but not this 😉  I have attached a screen shot of what I am referring to.

2651
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Employee
2 years ago
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