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Messages & Series

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

  • 710 Topics
  • 1,702 Replies
708 Topics
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Alex C15New Participant
asked in Messages & Series
Is it possible to compare two distinct attribute values in any way?

For example, our customers sign up for a plan with a given number of allowed users. I'd like to compare the 'people' count on the company with this value (which is stored in a custom attribute on the company) in a rules block in a series/or even in a dynamic content section in an email in order to say 'you're not using all of the users you're paying for'. We have too many different 'allowed user' counts to set this up manually, i.e adding if/else if steps in dynamic content and comparing 'people' count to a given integer. I haven't found a way to do this dynamically in Intercom, and my current understanding is that it isn't possible. If I've missed something, or there's a workaround I'd love to know. If not, then consider this a feature request!

740
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AtriNew Participant
asked in Messages & Series
Users are not entering series on login or page refresh. Have to wait for 1 hour cycle.

I have a series where users are not matching after they login or when they refresh the page after login. Users are getting added only after the hourly sync runs to add new users to the series.  What could be going wrong here? [Updated]: Sharing more context here - Users are only entering the series when the hourly check happens. This is a problem for me because the First Run Experience of the app is part of the Series. My series entry rule has two conditions - email should contain a particular domain and a custom attribute should be true. The custom attribute is updated async from the app through intercom(update) call. However, when the call is coming through the user is getting updated with the right value of the attribute (checked in user list) but the user is not entering the series till the next hourly sync happens.

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Milan
Expert User ✨
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Kim TConnector
asked in Messages & Series
Is there a way to get an urgent response from Intercom?

How can I get a hold of Intercom when it is urgent? Our outbound email has been blocked incorrectly, and I haven't had an answer from them in 4 days. And messenger takes forever to get a response from...  Is it possible to get our own CSM whom we can talk to?

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Employee
Lisa B11Employee
asked in Messages & Series
Why hasn’t this user / any users entered my Series?

Why hasn’t this user / any users entered my Series?

310
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Kristin VNew Participant
asked in Messages & Series
Why is the chats opened rate and sent rate not the same?

I have a chat message that is live in the product. It is set to show the full message. So for me that means that each customer who logs in to the product with the right criteria will see the message - but we have a sent rate of 13 but opened rate is 7. How come is that? Why is 5 users not counted as they have seen the message?

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Daniel M15
Employee
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Osama H12New Participant
asked in Messages & Series
How to setup an abandoned cart series that fires off timely emails?

Hey guys - we've had a few abandoned cart series setup for quite sometime now. They basically target any user who drops off our checkout flow without purchasing. The problem I'm facing is the that I have no control on the time from when a user abandons the cart to the time they get their first email. It seems to vary between users from 45 minutes up to 2 hours.  Abandoned cart emails are extremely time sensitive so we want to send them from 30 minutes to 60 minutes. Is there anyway this can be done on intercom?

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Daniel M15
Employee
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Jordan S12New Participant
asked in Messages & Series
Trigger a Ticket in Series?

It would be great if we could create a ticket automatically without requiring the user to click a Reply button from a bot. Use case:We have a 'connect integration' button in our app that sends an Intercom event. We'd want to trigger an automated message to the user that we're working on it AND automatically create a ticket in that message.

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Employee
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Shauna O12New Participant
asked in Messages & Series
Buttons aren't showing in my email template...

I have set up an Outbound email - in a plain template, the buttons aren't showing and I don't know how to fix it.

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Shauna
Intercom Team
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Shauna O12New Participant
asked in Messages & Series
Anyone got a workaround for throttling messages?

Anyone got a workaround for throttling messages?

590
Shauna
Intercom Team
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User157New Participant
asked in Messages & Series
Newsletter to only unique addresses

Hi, we work with small business customers so make extensive use of the company layer in Intercom. It's quite usual that a single person is on multiple companies with the same email adress, but therefore has unique users in intercom (unique IDs, companies etc, but same email adress).  Is there some practical way of sending a newsletter to only unique email addresses? Currently we have customers complaining that they get our newsletter up to 10 times (as they're on 10 different companies).  The only way I can come up with is each time having to download the entire user list, remove duplicate email users, re-uploading with a tag, and sending only to tagged customers. A lot of work for our content team each time they want to send a simple newsletter! Johan

910
Oseas
Employee
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GianniConnector
asked in Messages & Series
Send welcome message on Intercom user creation (product sign up)

Hi,  I currently have a welcome email that is sent if sign up is < than 1 day and an onboarding attribute is of a specific value. Due to the nature of our product, I would prefer to send the email as soon as the user is created in Intercom.  Could you confirm if the "signed up if it's on the date" Trigger will help achieve this ?  I can't find anything in the help docs to explain the "if it's on the date" parameter. Thanks!  

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NetOpsNew Participant
asked in Messages & Series
How can I concatenate two or more attributes to create a URL for a link?

{{custom_data.base_url}}{{custom_data.query_params}}

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Milan
Expert User ✨
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ImaNew Participant
asked in Messages & Series
setting entry rules

i am trying to test a series created, with two active user emails. when i add the emails like this, feedback says no user matches. is testing only allowed for 1 user per time? is it only one account or all? because, it the user results come up when i only add one of the emailils.

280
Kevin Bendixen
Top Expert ✨
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User1352New Participant
asked in Messages & Series
How do I create custom fields?

I want to import from an excel file, and pull specific fields from the file into the body of an email. Much like a Word document email merge, but using Intercom.

10280
Daniel M15
Employee
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John CNew Participant
asked in Messages & Series
iOS 15 impact on inflated open rates

Hi, It's a known issue that iOS 15 inflates open rates when Apple downloads images, not the users.How can we trust the open rates from our outbound messages on Intercom? What measures are being taken to fix this?Thanks.

760
Racheal
Intercom Team
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ImaNew Participant
asked in Messages & Series
What does 'Completed and took next paths' and 'active' mean?

what's the meaning of this statuses? 'Completed and took next paths' and 'active'. i'm trying to identify those who disengaged from the path in my series

280
Racheal
Intercom Team
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ImaNew Participant
asked in Messages & Series
Why isn't a user seeing a Tour within a Series?

There's a user whos not seeing the tour from the series they are in. on the stats, it says user has entered the series and has received the tour minutes ago. 

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Racheal
Intercom Team
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UnmuktNew Participant
asked in Messages & Series
Can I reuse an existing product tour in a series?

E.g. I have created a product tour separately, and now I want the series to call my product tour (and not create a new one).

1260
Shauna
Intercom Team
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User38New Participant
asked in Messages & Series
How can i have continuously updated messages data on my data warehouse using the Intercom Message Export API

Hi everyone, i currently use the export job API to retrieve the message stats that we use to calculate series and messages performance metrics such as open rate, ctr, bounce and spam rate and so on. We do this by running a script on google apps script that has the following functions: Creating an export job with the desired (and user defined) time rangeAfter the export job is created, constantly check untill the job status is completedOnce the export job is completed, the export job is downloaded and written to a spreadsheet page, from which all metrics will be calculated. Since this process currently runs on google sheets, it is highly limited in terms of volume of messages that can be analyzed, as gooogle sheets has a high performance penalty when handling more than 50.000 rows,(our current row count for a full week of messaging is about 100,000 rows, which means that we can retrieve results for shorter-than-a-week intervals at each time) Aditionally, this format doesn't provide

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Karen F11New Participant
asked in Messages & Series
Customers progressing in spite of wait rules

I have a series that I set live and some customers progressed through the series immediately even though the first post has been set with "if not online after 5 days" and they have gone through to the next rule block and then been sent a chat. What would make this happen?

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Racheal
Intercom Team
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User1912New Participant
asked in Messages & Series
Is there a way to link a new chat option for a customer when sending out an outbound email?

I am setting up product renewal emails to send through Intercom which will notify a customer of the upcoming charge associated with the renewal of the product. I would like to add something to the email such as "Have questions about your current product, need to update your subscription, etc." to email and when the customer clicks the link, it opens up a new chat with the support team and the customer to answer any questions and potentially prevent a customer from canceling their subscription.

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Employee
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User1876New Participant
asked in Messages & Series
Is there a way for non-premium accounts to look for a macro without scrolling to do so? (by using a search bar like on premium accounts)

We have a team that only sends messages but do not take conversations with customers, they lose about 5 to 10 seconds each time they use Intercom and use a macro.Thank you in advance for your lights! 😊

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Shauna
Intercom Team
ShaunaIntercom Team
asked in Messages & Series
How can I send an outbound message/email to a specific list of users?

I want to send an outbound message/email to a specific list of customers. Is there an easier way of doing this other than putting in their information one by one?

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Shauna
Intercom Team
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Leah M11New Participant
asked in Messages & Series
Best practice for sending user attributes within a Series to Amplitude?

What are best practices for sending user attributes within a Series to Amplitude? [e.g. was user part of Test A or Test B within a specific Series]  Amplitude requires nested data (JSON) like events, and Intercom appears to only allow key/value pairs with simple values.

710
Daniel M15
Employee
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User312Connector
asked in Messages & Series
Users "not matched and removed from path" for no reason. Can someone help me to understand why ?

I have noticed in one series that some users leave a path "Not matched and removed from path" although they absolutely no reason to do so as the rules and exit rules of such path and series.  The path and series is pretty basic, only a suite of emails with entry rules, emails and wait tags in between. I can't find any reasons for this happening in the help center. Do you have an idea of what may happen ? Or informed about a bug ongoing ? Thank you for your help

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