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.
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Hey 
Shauna here from Support!
I’ve gone ahead and opened a conversation with our support team so that they can dig into this further for you 
They will need information like ‘URL to the message’ & ‘URL to the specific user profile’ - they will reach out to ask for this, so best to have this handy 
Just to note; we are experiencing a little backlog at the moment but someone will be with you shortly!
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