Email triggers are confusing af (signed up) | Community
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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 intercom is all correct.
 

 

Hey ​@relevic, welcome! It looks like you've set the “When to send” rule for the message based on the date, rather than the “Audience” rule. 

What I’d suggest is that you remove the “When to send” rule, and replace it with an “Audience” rule of Users and Signed Up less than 1 day ago. Here’s what that looks like: 

 

 

Does that make sense? When you set that live, that will send only for people who have signed up less than one day ago (ie: today), from this point onwards (ie: not everyone who signed up before today).

 

Hope that helps! 

 

Conor

Oh, this has been really helpful.

 

Thanks Conor. 👏🏻

I’ve also been struggling to understand these settings and this has been helpful.

In this same case, let’s say it’s a welcome email to be sent at signup, which of these settings should be used?:

  • Send once, first time the person matches the rules

or

  • Send every time the person matches the rules

I’m particularly thinking of a scenario where a user signs up, later cancels their membership, and then decides to sign up again.

 

Also, will the email be sent instantly when the user signs up? From the settings, it seems this is triggered only once per day.

 

​@Adam Davis Heya Adam! The “Signed up” date won’t be changed if a user deletes their account (see here - the wording Intercom uses is “Signed up (the day a user first signed up for your product)”.

A better approach might be to track the “subscription start date” as a custom attribute, then set that whenever a new subscription starts for a user. 

Then, yes, combine that with setting the sending rule to “Send every time the person matches the rules”.

How common is it for customers to cancel and then restart their memberships? Is there a critical outbound message you send via Intercom at the start of memberships? 

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