Hi everyone,
If we have an outbound message that was already sent to users and they’ve received it, is there any way to update or change that message for those same users?
We tried creating a new version of the outbound message, but it only applies to new users. Users who already received the original message continue to see the old content.
Is there any option in Intercom to modify or replace or delete those previously delivered outbound messages?
Thanks in advance 🙏
Best answer by Thomas Metcalf
You cant change the message that has already been sent. But if you want to send a new proactive message try using the ‘If a customer has been unresponsive’ workflow type - I use this to trigger ‘wait’ messages after the customer has been assigned to a team inbox
You cant change the message that has already been sent. But if you want to send a new proactive message try using the ‘If a customer has been unresponsive’ workflow type - I use this to trigger ‘wait’ messages after the customer has been assigned to a team inbox
Hi,
As far as I know, once an outbound message has already been delivered and viewed by users, Intercom doesn't provide a way to retroactively edit or replace that message for those recipients. Creating a new version typically affects only future deliveries.”Analisi Logica”
A common approach is to send a follow-up message with the corrected or updated information and, if possible, archive the original campaign to prevent additional users from receiving it.
Hope this helps!
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