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Messages & Series

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

  • 690 Topics
  • 1,662 Replies
690 Topics
T
TuomasNew Participant
asked in Messages & Series
Segmentation based on message data

Many times, when we communicate with our customers, we need to use their message data for segmentation. This applies to any of the Intercom channels.We would like to utilize message data to, for example, exclude or include contacts who received message x. Another example would be to exclude or include contacts who did not open message x. We understand that this can be partially achieved with series, but not with individual messages.Currently, we address this issue by applying tags to users. For instance, we tag everyone who opened message x and then exclude or include them from the next message.Is there anyone solving this in a different way?

211
Racheal
Intercom Team
1 year ago
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Nikki WeinleinNew Participant
asked in Messages & Series
One of my proactive support messages isn't sending despite users matching rules

One of my proactive support messages isn't sending despite users matching rules. I checked using the “check if a user matches” and Intercom agrees that the users match but is not sending the messages. 

1561
Shauna
Intercom Team
1 year ago
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Inbal BasNew Participant
asked in Messages & Series
Large message vs small message engagement

Is there data on what is more engaging - Large message (popup that darkens the screen) or small message (on the side and less intrusive)? 

321
Eden
Employee
1 year ago
A
App IntercomNew Participant
asked in Messages & Series
How to hide "intercom-notifications-frame"

Hi,I have set hide_default_launcher: true when booting Intercomwindow.Intercom?.("boot", {   api_base: "api_base",   app_id: “appId”,   user_id: “userId”,   email,   hide_default_launcher: hideDefaultLauncher,});But the intercom-notifications-frame"is still shown, how to force hide it?(The issue relates to my checklist or tasks of Intercom)Thanks

1872
R
1 year ago
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SarahP567New Participant
asked in Messages & Series
Can you automatically tag users when sending individual outbound emails (NOT inside a series)?

I was wondering if there is any way of automatically tagging users when sending individual/personalized outbound emails, so that tag could (later) be used as the entry rule to a series. Is it possible? Is there any other way? Thanks in advance!

331
Nathan Sudds
Expert User ✨
1 year ago
M
Murat MutluNew Participant
asked in Messages & Series
Can I link directly to the knowledge base with the Messenger open?

Hi there,Is it possible to link to the Intercom help center, but when the user lands, pop up the messenger?The use case is that we want to try and pop up the messenger using a URL param or something similar, is that possible?​​

1262
M
1 year ago
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Greg S13New Participant
asked in Messages & Series
Automate tagging of users who have received a post or tour?

In a Series, I can tag all users who go through the Series based on messages they’ve received.What about in a post or product tour that is not in a Series? Focusing just on Posts, I know how to tag users who have received the Post, but how do I ensure that users who receive the Post in the future will also be tagged?

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G
1 year ago
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Ramisa ChowdhuryNew Participant
asked in Messages & Series
Proactive Support - Integrating coursework in Welcome Message to New Users

We are trying to design an in-app pop up that will be displayed to a new user upon logging in the first time and direct them to take a course (external link) and we want to keep sending reminders to the user until they click the link. My question is:If a user closes a post pop-up on the first log-in, would we be able to send reminder pop-ups at some predetermined cadence? Is it possible to have a rule that makes it so that, if a user clicks the link in that message, the message won't show up any more?

331
Jacob Cox
Intercom Team
1 year ago
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Rylee MorrisNew Participant
asked in Messages & Series
Can a user be added to multiple series at once?

Several users are added to a series, but not added to another series I thought they would have been. Is it just possible that a user can’t be added to multiple series at once?

391
Jacob Cox
Intercom Team
1 year ago
Diego Maury
Diego MauryNew Participant
asked in Messages & Series
Leads not matched - WHY?

Why are my leads marked as NOT MATCHED if they capture the NAME and the EMAIL in the previous step. Do they need to stay online for 3 hours to be matched? I used to make this step using MAKE + GMAIL + TALLY and it was almost instantly. I don’t get the novelty of the Series then. Series: https://app.intercom.com/a/apps/i3tqp94h/outbound/series/281909 

401
Jacob Cox
Intercom Team
1 year ago
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Henrik RNew Participant
asked in Messages & Series
Is it possible to select per message if the whole conversation should be included in the e-mail notification

We need to know if its possible with eg a switch to decide not to send the reply with whole conversation by email in some occations?Eg if the answer I am going to provide is including sensitive data / GDPR stuff I want to “check a box” for the reply only to be visible when logged in and reading in the messenger and not to included in the email notification. As in “read the answer here when logged in”. All other messages can be includes, as ordinary support answers.I could find there is a general setting to either turn it on or off but the question here is if its possible with a switch in every conversation/ticket to turn it off just per message?https://www.intercom.com/help/en/articles/3527623-sending-email-notifications-without-conversation-content-or-history

392
H
1 year ago
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Alexis PNew Participant
asked in Messages & Series
How do I measure sign ups after sending an email?

Hi! I’m wondering how I would set a goal up to capture total signs ups after sending an email. 

223
Nathan Sudds
Expert User ✨
1 year ago
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RAM Tracking MarketingNew Participant
asked in Messages & Series
Can I get notified when someone clicks a link within a post?

When I am creating a post I will use a URL, but we are offering an additional benefit to our existing customers - as this is something that we want our team to get on quickly is it possible to receive notifications through email which tells us who it was that clicked the link in real-time?

1081
Nathan Sudds
Expert User ✨
1 year ago
M
MessagesNew Participant
asked in Messages & Series
Posts appearing for logged out users

Hi all - I have noticed that if I set a post live whilst I am already logged in (and have my account in the targeted tag) I will sometimes not receive the post until I log out. In my industry that is a big regulatory issue, so I was wondering how I prevented any user from being able to see the post when logged out?

2261
Racheal
Intercom Team
1 year ago
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Peter78New Participant
asked in Messages & Series
Third Party Access to Transcripts

Is there a way to grant access to a third party vendor to analyze all our transcripts? I can see how they can be download easily from a team member but is there a way to grants access to a separate party to go in and download or analyze all transcripts from the last two years?  

681
Racheal
Intercom Team
1 year ago
J
Jess MilesNew Participant
asked in Messages & Series
Is it possible to push Intercom contact data into a 3rd party form dynamically?

Hello there,I’m trying to replicate what I was able to do with our previous email and automation provider.I used to be able to pre-populate our JotForms with data from ActiveCampaign by linking the form field data with the attributes via a URL. This meant that when a contact would open the email and click the link, the form would automatically populate with their unique data, and so we’d be able to attribute submissions to users without having to rely on them adding the exact email address they use to sign up to our service.I’ve tried using the same logic for Intercom in the URL below, but so far I’ve not been successful. Please say I’m missing something obvious! This is the URL I’ve implemented in an Intercom CTA linkAnd unfortunately here you can see that it’s not had the desired effect - the data isn’t being pulled from Intercom  

1172
J
1 year ago
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User2062New Participant
asked in Messages & Series
Can we see exact date and time when our outbound message was read by the user?

HI. can we see when an outbound chat message was read by the user? We send out important info that sometimes the customer says they didn't see, yet the message shows as seen. Can i tell when that message was read? Not after last seen info. Thanks.

814
V
1 year ago
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IxfianIshantNew Participant
posted in Messages & Series
Intercom Latest version 15.1.6 not compatible with compose version 1.5.0

Hello Intercom Community , I am getting crash when i navigate to Intercom Messenger (version of 15.1.0 to 15.1.6 )Ex : Intercom.client().present(space = IntercomSpace.Messages) i am using kotlin version 1.9.0 and compose version 1.5.0but in version of intercom  15.0.0  everything working good,So i raise this issue , Please give me proper solution 

1862
C
Intercom Team
1 year ago
John
JohnNew Participant
asked in Messages & Series
Using Hubspot Integration to trigger custom workflows/automations

Hi There,I am trying to connect our Sales Team with our Customer Support Team, the idea is to triage customers that are slipping away in their first 7 and 14 days -  Purpose - Sales team working with leads in Hubspot who are not reponding to attempts to contactAim - Customer Support in Intercom is able to set up an automation for the customer in the meessenger which will ask them to reach out to us ad book a meeting using Hubspot Calendar or Calednly and then we can continue the onboardingResult - that the link between Hubspot and Intercom is able to trigger this automation on a user by user basis Has anyone got a solution to this problem, I think that we need some link from Hubspot that pushes the automation to the audience we want - but I haven’t seen anything like this available?

2281
Nathan Sudds
Expert User ✨
1 year ago
Diego Maury
Diego MauryNew Participant
asked in Messages & Series
Redirect lead to new URL in a series

I want to know if there’s a way to redirect a LEad / User to a new URL as the final step of a Series. The URL it’s part of my own website/app. 

1362
Diego Maury
1 year ago
D
doig-mmConnector
asked in Messages & Series
Line breaks in Messenger Special Notice & changes not live after setting live.

Is there any ability to add line breaks in the Messenger settings > Special Notice:Seems like Intercom doesn’t allow them: the line break has been added on the left but is not respected on the right,Also, after clicking ‘Save and set live’, the changes are not live.Is there a delay before the changes are live?The Cloudflare cache has been cleared, but a hard refresh and incognito do not show the changes.

992
A
1 year ago
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User2541New Participant
asked in Messages & Series
Display "Sent" date on the messages

I was wondering if there’s a way for us to display the date that the message was sent right on the chat box? Our chats includes reminders where dates are crucial.

1381
Shauna
Intercom Team
1 year ago
H
HenrikgaNew Participant
asked in Messages & Series
Contacts down a path if they open or click a link?

We want to send contacts down different paths depending on their actions. We have created a post and then two separate paths, one for if the contact clicks a link the other path for if they open the post but do not click the link. We are not sure if this will work as intended. Any help is greatly appreciated 😎 

281
Racheal
Intercom Team
1 year ago
J
josephqNew Participant
asked in Messages & Series
Pre-fill search input in the messenger widget help section

Hello Our SaaS solution has recently introduced an in-app search feature allowing our users to search in different app locations. When we don’t find results we’re encouraging users to find possibles answers within our help center (powered by Intercom) trough the SDK JS Widget. In order to achieve that we’re calling programatically Intercom('showSpace', 'help');We would like to go further and be able to call this method or similar one with a text parameter that would fill the search input on the “help” space and trigger a search within articles :  Would it be something achievable on your side ? I’m available if you want/need more details!Thanks

1572
B
1 year ago
S
Stefan B.New Participant
asked in Messages & Series
Altering Paths by interjecting new branches

So I built a few automated workflows within Intercom (eg How Does It Work, FAQ, etc..).They’ve been online for a while and I’ve analysed the most used paths, etc.Now I want to alter the paths, add new branches, remove underused ones, .. you catch my drift.Problem is, one major change is I want to interject add a new path after the first question. There doesn’t seem to be the option to create a new path in between existing paths.Or do I redirect all the current answers to a new path, then loop back to what is now my first automated response, and afterwards delete all the first paths? If that makes any sense.TL;DR: can I squeeze a new message between the ‘start’ of a workflow and it’s first response, once it’s already been made?

1942
S
1 year ago
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