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Outbound

Send perfect messages and targeted campaigns with Intercom's outbound features. Includes: messages & series, surveys, product tours.

  • 1,053 Topics
  • 2,581 Replies
1053 Topics
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KatMarselloNew Participant
asked in Outbound
NPS survey response rate

Hi everyone, We recently started using Intercom’s NPS survey feature, but we’ve noticed our response rates have dropped significantly compared to our previous tool.In our old setup, there were a few things that really helped boost responses: A “dismiss” option that let users hide the survey temporarily, and then reshow it later. An automatic follow-up email if someone closed the survey, giving us another chance to capture their sentiment. A Slack integration so our team could proactively reach out in real time. Intercom suggested setting this up through a Series (survey + email), but that would mean duplicating the Series every 90 days and sending all NPS requests at once, rather than based on user duration or behavior. That’s why we set it up as a survey, less manual work, but it does come with these limitations.We hoped that moving NPS into Intercom would give us deeper segmentation (e.g., being able to filter detractors, promoters, and neutrals by NPS survey, against our interco

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ls.samueNew Participant
asked in Outbound
Display the NPS survey according to the user's language

Is it possible to display an NPS survey in multiple languages within a single survey, based on the user's language? We would like to have a consolidated overall NPS, but to achieve this, the text needs to be shown in English, Portuguese, and Spanish, depending on the user. If we create separate messages, we will need to extract and calculate the NPS outside of Intercom.

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Ryan Parker
Intercom Team
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ToolsNew Participant
asked in Outbound
How to hide older checklist from users without loosing data?

Hi,We currently have an outdated single onboarding checklist in our product, and we’ve created new segmented versions to replace it. However, we don’t want to lose the data from the existing checklist.I checked with Fin and reviewed the checklist FAQs, and it looks like I’d need to delete the old checklist to prevent users who’ve already seen it from accessing it again. Is there really no way to simply “unpublish” or disable it instead?Thanks in advance!

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Iryna LokhvytskaNew Participant
asked in Outbound
Message rejected due to local policy. Please visit https://support.apple.com/en-us/HT204137

Hi, Does someone received such errors recently? Where this error should be fixed: on intercom or our side? 

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Nur Nahid
Super User ✨
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GernotNew Participant
asked in Outbound
Is it possible to send the first question (e.g. NPS rating) as part of an email to improve response rates?

If not, is it planned to enable that? Are there ways how I could build that kind of template on my own? (Developer background is present). Thank you very much in advance :)

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Adam DavisNew Participant
asked in Outbound
Trigger email with custom content via API

We use unique, one-time use invite links for our service. Can we pass these links to a triggered email in Intercom via API?

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Emilygav
Intercom Team
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LynnaNew Participant
asked in Outbound
outbound message-tour, doesn't work

We create a outbound message-tour, and it doesn’t work as expected. The state is live, no error at all, everything seems goodBut when we test it, it’s not there. 

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Aleksei O
Innovator ✨
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JacksonNew Participant
asked in Outbound
Is there a way to switch quickly from sending a messenger message to sending that customer an email?

The same way I can switch from Email/Message to Note, I would like the ability to go from a messenger message to sending the customer an email that doesn't go through the messenger and also isn't a separate conversation. This would allow us to send sensitive information via email rather than the messenger as a follow up to a conversation that was started in the messenger. 

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Nir FarkasNew Participant
asked in Outbound
Moving workflows between workspaces

Is there an easy way to duplicate/move a workflow between workspaces (test <->prod)?

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Lampros StaikosNew Participant
asked in Outbound
Is it possible for a user to have different "identities" on a domain and a subdomain for the same workspace?

Hello,I have set up Intercom on my main domain (e.g. https://www.example.com) and I’ve also set it up on my sub domain (e.g. https://sub.example.com). These are two completely separate applications that use the same Intercom workspace for customer support (because they are related to each other in some way). A user can create an account on either one of these two subdomains, however these accounts are not “shared”, in the sense that if an account on www.example.com has the same email address with an account on sub.example.com, these accounts have nothing in common; they are stored in different databases and are treated as completely separate entities, which makes sense considering that they are used in different applications.Here is my issue: On www.example.com and sub.example.com Intercom stores some cookies that I presume are used in the identification of the user. These cookies however have ‘.example.com’ as their domain. The consequences of this are that if a user logs in to their 

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relevicNew Participant
asked in Outbound
Email triggers are confusing af (signed up)

I’m running into a frustrating issue with Intercom’s rule-based email sending, and I’m hoping someone here can help.I’ve set up a rule to trigger an email when a user signs up and the date condition is “if it’s on the date”. My intent is to send the email only to users who sign up today (or optionally, 1 day before today).However, even with this condition in place, the audience preview is showing my entire user base — including people who signed up months ago. I’ve tried adjusting the timing logic to things like “2 or 3 days before the date,” but the result is the same: the rule still includes everyone.Screenshots of my rule configuration are attached for reference.Can anyone point out what I might be doing wrong? Is there a specific way to restrict the audience so that only new signups from today (or the last 24 hours) are targeted?Thanks in advance for any help! p.s. i’m sending over sign up times from my internal database over to intercom in realtime so the data contained within int

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Conor
Innovator ✨
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Dallas RameyNew Participant
asked in Outbound
How do I have a Product Tour that walks users through multiple pages/URLS?

I have not been able to move between different URL pages to easily build a Product Tour. 

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Jacques Reynolds
Intercom Team
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Grupo OLXNew Participant
asked in Outbound
Não consigo fazer comunicação ha 3 semanas na intercom

Não consigo fazer comunicações há 3 semanas na Intercom! Desde que mudaram a cobrança dos acessos de equipe está com algum “bug” pois mesmo com acesso ilimitado, dando ok para a nova cobrança e limitando outros membros da equipe, estou com acesso total as funcionalidades, mas não consigo fazer nenhum tipo de comunicação!!Nossas ações e resultados estão sendo impactados por não estar conseguindo utilizar a ferramenta contradada justamente para essa finalidade.  Abri um chamado (16119309) e falaram que mais clientes estavam com esse problema, porém não deram um prazo ou se quer uma estimativa de um prazo para que a ferramenta volte a funcionar. Mais alguém está com esse problema? Alguém da equipe pode solucionar?  

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Emilygav
Intercom Team
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Sarah MurrayNew Participant
asked in Outbound
Create Internal Process from Outbound Series

Hey, I am looking to create an internal process for one of our teams based on when a user reaches a point in an outbound messaging series and have hit a wall. In the series I have a message encouraging a customer to book a call, when they get this message, if they haven’t booked I want to trigger an internal process where a member of our team proactively calls the customer. I have added a tag to this message, however I don’t know how to assign a task to my team to do the follow-up action.  Not sure if this can be done via a workflow eg. Person Tagged “X” > Assign To “X Team” > Add Note Can anyone help? 

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Daphne VijnNew Participant
asked in Outbound
Outbound views series

Hi, since I manage certain series, I would like to create a View in Outbound where I can only see the series relevant to me. That way, I don’t have to search through all series, but can directly access the active ones for my department with a single click.

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Emilygav
Intercom Team
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Martyn PottsNew Participant
asked in Outbound
Change default sender for my new conversations

When I create a new conversation to my client via Whatsapp in Intercom (logged in as myself), the default sender always loads as one of my colleagues so I have to change it every time. Is there any way to change the default sender to my own profile? 

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Steeve Cayla
Innovator ✨
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Janice ChuengNew Participant
asked in Outbound
Is it possible to insert images in WhatsApp templates on Intercom?

I know it could be done on Meta or other CRM platform. And u know the messages are way more attractive if media files added. Or is it just like a paid alternative function on intercom?If yes please let me know how much is it for that. Thank you!!!

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Intercom Team
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KarlNew Participant
posted in Outbound
Add “Conversation ID” as an attribute in macros

Add “Conversation ID” as an attribute in macros, so it would be automatically filled with the relevant Converation’s ID when using the macro.

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Intercom Team
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Sebastien CoteNew Participant
asked in Outbound
Inquiry about Non-Profit Discount, Multi-Language and multi Help Center

Hello,We are a small non-profit organization based in Canada with five employees. We have been exploring a client support solution for our multiple events.We have a few questions regarding your services and features. We are curious if your platform offers any discounts or special pricing for non-profit organizations based in Canada. Each of our events requires will need a dedicated Help Center to provide tailored support to our participants and attendees. Could you please confirm if it's possible to add multiple Help Centers under one account? Finally, Canada is a bilingual country, with both French and English being official languages. We will need the capability to publish articles and provide support in both languages. Can your platform accommodate this requirement?

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JHarlowe
JHarloweConnector
asked in Outbound
autoresponder emails from customers creating ticket loops

Greetings friends, Wanted to put this out to the crowd to see what creative solutions folks have come up with.We are seeing ticket loops / duplicate tickets getting created when a customers support  / IT platform gets a response from our Intercom. Esentially the two platforms are locked in an auto response battle. We have enable the “Make sure autoresponder emails from customers go straight to your spam.” option for our email channel however, we are still seeing these happen. Question: What have others done to help with that? Workflows? Tags? Open to ideas and thanks in advance for the brain power

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JHarlowe
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Kristin HuntNew Participant
asked in Outbound
When developing a Product Tour, how can you get back to Settings of a specific step once it has been saved?

I’m almost done with a Product Tour, but want to go back into each step and adjust the size, or location of the message on the screen, but can’t seem to get back to the Settings options once the Done button is selected. I can see settings applied to the entire tour, but not to the individual steps? Is it too late to adjust these settings, and do I have to begin a new tour to fix it? I’ve even tried to add a new step, copy and paste the text into the new step but Settings can no longer be applied to each step once Save and Done are taken.

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ChelseaRentPrep
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Ella YoungNew Participant
asked in Outbound
multiple drafts

please create a feature so we can have multiple outgoing emails drafted at once. please!

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Intercom Team
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Alyona MusailovaNew Participant
asked in Outbound
Outbound series with product tour and checklist are glitching and not loading properly

Hi everyone, we’re experiencing glitches and slowing down of the intercom on our website. The chat bot won’t answer questions and freezes. The product tour sometimes glitches and shows two highlighted pieces of the tour at the same time. The tooltip glitching as well and shows two at the same time. The checklist’s "Tasks" doesn't allow me to "mark as completed".  The support has been slow on responding to our messages and these issues are affecting our customers that we’re considering turning off the intercom. Any ideas?

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Nathan Sudds
Top Expert ✨
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Lakshya BhardwajNew Participant
asked in Outbound
Enabling Multiple Survey Response Triggers for the Same User to Slack via Webhook

I am reaching out with a query regarding the Slack and Intercom integration for Studio. We have encountered a case wherein, when a user completes a survey multiple times, the response is sent to Slack only once, despite the survey data being available in Intercom.This behaviour appears to be due to the webhook setting, where we have selected the option Enter once, first time the person matches the rules.It seems this may currently be a limitation that survey results can be sent to Slack only once per user per day. I would appreciate hearing your thoughts on this matter.

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Jacques Reynolds
Intercom Team
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lcj1051New Participant
asked in Outbound
I can't click elements inside a modal on product tour

I’m trying to build a product tour for an aplication that requires the user to upload a PDF fileIn order for the user to upload this file, they need to prees a button called “Create contract”This button opens a modal with a file input and, after the user has uploaded the file, new text fields pop upI’m havind an issue where I can’t click anything on Intercom toolbar while this File upload modal is upI tried custom selecting the input css but Intercom wasn’t able to recognize itI’ve read some documentation but I don’t know if this is Focus Trapping or something similarIs there a way to solve this? 

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Jacques Reynolds
Intercom Team
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