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Messages & Series

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

  • 690 Topics
  • 1,662 Replies
690 Topics
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Daniel VeenstraNew Participant
asked in Messages & Series
Send event based SMS without customer email

Hi, I am trying to send an automated outbound SMS message for a referral program, which is triggered by an event we send from within our backend software. In the past, we have been able to use the customer’s email to identify their contact info in Intercom, but in this case, we want to send texts to new users whose email we may not have yet, we will have just their phone number. Is there a way to send an event without needing the email field, or a way to workaround this limitation?Typically we’d send an event with the payload like this: const data = { eventName: InterCommEventNames.refer_a_friend_invite, createdAt: Math.round(Date.now() / 1000), email: "", metadata: { referrer_customer_id: lytCustomer.id, referrer_customer_email: customer.email, referrer_first_name: customer.firstName, referrer_last_name: customer.lastName, referral_code: referral.referral_code, }, };But if I try to drop the email parameter and include phon

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1 year ago
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OliviaatCopilotNew Participant
asked in Messages & Series
Outbound broken

Our team has been having an issue sending an Outbound Post for an important feature update this week.We started seeing some issues with a message we set live on Wednesday, August 23th (users are not receiving push notifications for this message, despite the setting being enabled), and yesterday (Thursday, August 24th) the outbound issue seems to be getting worse. We set a new message live yesterday that should have been sent to 600+ people based on the filters, but none sent after 29 minutes. After a full day, only 50 had sent (out of 600+).It's important we're able to communicate with our messengers in bulk right now as we had major feature releases planned this week that are now being blocked by Intercom.We’ve reached out via chat and email, but haven’t heard back from the team. Anyone else experiencing major Outbound issues right now?

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Racheal
Intercom Team
1 year ago
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Maika SupportNew Participant
asked in Messages & Series
Send email marketing for new leads - stuck with rule setting

I have a client file in the Leads folder and want to send marketing emails to them.I have finished composing the email but the result is still not sure how to send, because I am stuck in the setting rules "When and where to send". I don't understand how to set the rules here.This is a new customer, has not logged in or interacted with my website. I need to send an email asking them to sign in. What's wrong with the email notification that has been sent but no one has received it? 

301
Jacob Cox
Intercom Team
1 year ago
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Ruslan SNew Participant
asked in Messages & Series
Getting error to 100% of push messages that our series tries to send

Hi there! All messages failed with this error  DeviceTokenNotForTopic   Is there any guide on what we should do to fix this error when series tries to send a push? Please advice how to fix.  

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aykut.aydin
Employee
1 year ago
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Jess RNew Participant
posted in Messages & Series
Does anyone know how to link an Entry Rule in a series to an email that is already created? It seems to want me to create a new response type to the rule instead of being able to link to existing content.

Does anyone know how to link an Entry Rule in a series to an email that is already created? It seems to want me to create a new response type to the rule instead of being able to link to existing content.

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C
1 year ago
Diego Maury
Diego MauryNew Participant
asked in Messages & Series
Can I use Custom Action in Workflows to send an email?

In a workflow on my website, the bot asks if the user wants to choose between A, B, or C. Assuming they select option A, I want to send an email saying: "Hello, since you chose option A, we are sending you the link for option A."How can I make this work?Is it done with Custom Object?Do I need to use the API?

3551
Larissa Alberti
Intercom Team
1 year ago
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WenqinNew Participant
asked in Messages & Series
I have an intercom post that is set as "show the full message". Why would the open rate by 77% instead of 100%?

My automated message is a post set as "format - large", "sent as - show the full message". Therefore, the expected behavior is that every user should see this message pop out in full on their screen without having to open it. However, the stats in Intercom shows a 77% open rate. How is that possible? Shouldn't the open rate by 100% since this message is supposed to pop out in full on its own? Thanks for your help!

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1 year ago
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Sally HughesNew Participant
asked in Messages & Series
None of my outbound messages (tours, tooltips, etc) are showing on frontend.

We’re just launching and I’ve been working hard to get user support via tool tips, tours, and checklists. However, despite previously having my work show on the front end, suddenly nothing will appear. I’ve jigged and rejigged all the audience rules, settings, etc. and am at my wits end. Waiting for a live person to support but it has been a lot of hours and I’m getting desperate….literally supposed to be emailing our user testers now. Can anyone think of something I should be checking, or a setting that I should double check? It all works in my previews, but just not live on front. thank you in advance for any help or insight. Very appreciative of any time you have to take. 

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S
1 year ago
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Trường NguyễnNew Participant
asked in Messages & Series
Activate chat not working

Hello, Has anyone encountered the same situation as in my video?\https://app.usebubbles.com/qL5Ueiev8AXxt9wJaiRgi9/i-am-getting-error-like-this

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Shauna
Intercom Team
1 year ago
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Murat MutluNew Participant
asked in Messages & Series
How do I update an email in a series without doing it manually?

Hi all,I hope you can help.I created a number of outbound email messages to enable us to reuse them across different campaigns.When i made the series, I use the feature ‘Copy existing message’ feature which i then used to add the various rules.I made some changes to the base email messages and wanted those reflected in the series - but i can’t see a way to do that without manually editing the email in the Series rather than a way to sync an update etc.Is there a way to update a series by changing the email copied? Or do i have to update every series manually? Thanks!

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Eden
Employee
1 year ago
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Jiayan YuNew Participant
asked in Messages & Series
How to avoid conflict between in-app banners

Hi all, I am creating a series with multiple banners to engage users with features they haven’t used yet. I tried testing these banners, but have found that multiple banners will trigger on top of each other at the same time if the user fulfills the criteria for multiple entry rules. I tried splitting 2 of the banners into individual series, spacing them out by time on URL, and adding a last contacted filter on one of the banners -- but that did not seem to work.  Does the last contacted criteria not include users who have engaged with an in-app banner? I thought of adding tags to exclude folks who have received 1 banner from receiving another, but the ideal behavior here is actually that the user should be able to receive multiple banners if they haven’t used the related features, just not all at the same time. Any tips on how I can avoid conflict between in-app messages would be appreciated! 

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1 year ago
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Aliyah LoftonNew Participant
asked in Messages & Series
Is there a way to establish the calling feature with an existing phone number?

Hi I am interested in the calling feeature but do not need a new number. We have an established phone number that our residents are familiar with. Is there a way to keep that number and use the calling feature? Thanks.We are currently using Zoom phone.

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Eden
Employee
1 year ago
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Mario BunticNew Participant
asked in Messages & Series
Scheduling messagess

Hi, i dont see options like in help article in my account: https://www.intercom.com/help/en/articles/234-schedule-a-message-to-send-at-the-right-time Also i canot contact support, constantly chat is hiding from my app. Its anoying. 

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Racheal
Intercom Team
1 year ago
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Bianca.bondNew Participant
asked in Messages & Series
Buttons in the welcome message

How to add buttons in the first post?! Like on the main page of the site of the intercom itself  

3031
Eden
Employee
1 year ago
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Lacey SpenceNew Participant
asked in Messages & Series
Need to notify a user when something new is posted by a user they follow

Hi friends! This is what I need to set up:User #1 follows another user #2 (I have this event set up) User #2 posts something new ( I have an event set up in general when any user posts something) A notification goes to User #1 letting them know that a person they follow (user #2) has posted something new. Not sure how to make this work and connect these. If I need to set up events, tag/filter people. I’m so confused. Please help! 

1332
Nathan Sudds
Expert User ✨
1 year ago
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MusNew Participant
asked in Messages & Series
Notification push performance

Hello,I need to be able to send a lot of notifications (around 40k) to my users as quickly as possible. Currently I tested to send around 25k~ push notifications but it took more than 5min to send all of them. How could we improve performance ? And have a shorter deliver time ? Thanks in advance 🙏🏽

372
Jacob Cox
Intercom Team
1 year ago
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Erin DohertyNew Participant
asked in Messages & Series
Banner send after dismissal using based on fixed schedule

Our users sign into our platform at an organizational level, not as individuals. For banners, this means we want someone to be able to dismiss the banner, but then have it reappear the next day or at the next login, to make sure everyone at the organization has a chance to see the important message. However, I only see weekly, monthly, or yearly options in the settings — is there a way to get this to happen daily or the next time the user is seen?  

1256
Sarawut Nakkoed
1 year ago
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Kurt StuartNew Participant
asked in Messages & Series
Add an attachment to an outbound message

Does Intercom have the ability to add an attachment to a message?

5371
Shauna
Intercom Team
1 year ago
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MaxDatingProNew Participant
asked in Messages & Series
Downturn in the graph for users

Can you tell me why there is such a downturn in the graph for users who have completed the series? There is information in the statistics for individual users

101
Shauna
Intercom Team
1 year ago
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Jiayan YuNew Participant
asked in Messages & Series
How can I create a post with multiple pages?

Is it possible to create a post with multiple pages? E.g., the user clicks an arrow to progress to the next page of the post. 

301
Racheal
Intercom Team
1 year ago
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User407Connector
asked in Messages & Series
Why are some contacts not showing up in my message audience when building a message?

The contact list and the list of outbound messages are out of sync by thousands for the same condition. Why is this?

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1 year ago
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Arvind SubramanianNew Participant
asked in Messages & Series
How do you setup surveys within Intercom's email builder?

Context - I want to send out a churn-related survey and gather information on why the customer churned away. Ask - We want to collect the survey in the form of options presented to the recipient, where they must select a choice instead of replying to the merchant. How do I set it up using intercom’s email builder and pass the data as a user tag to intercom? 

801
Shauna
Intercom Team
1 year ago
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albertngNew Participant
asked in Messages & Series
How do I add two of the same app in Home? i.e., New Conversation

I would like to add two New Conversation apps onto the home page, so that it triages to a different internal user depending on which the end user selects. I was wondering how I could do this.Thanks!

371
Eden
Employee
1 year ago
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Carlos CoralNew Participant
asked in Messages & Series
How to send messages using REST API?

Hi, i am trying to send a message to a list of users using REST API, but it only supports a single message by request. There is any way to send messages to multiple users?

3101
Racheal
Intercom Team
1 year ago
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User1140Active User
asked in Messages & Series
Block content with a post users can't dismiss until they don't match the audience any more?

I want my users to see a post when they log into my web app for the first time if they match a certain rule. I want the post to appear over my ui and block it, and I don’t want the users to be able to close / dismiss it. Once a user is manually approved by my team, the team will add a tag. The tag will exclude them from the audience that is shown the post, so the next time they log in the post won’t appear.  Is that possible? 

591
Racheal
Intercom Team
1 year ago
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