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Outbound

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

  • 1,054 Topics
  • 2,593 Replies
1054 Topics
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BradNew Participant
asked in Outbound
Transactional emails for each of 2 "Orders" - Custom Objects

I am having trouble understanding how to use your transacitonal email. You make mention of examples in you blog post about sending order-related updates. But, I do not see an object as a trigger for sending email sequences. Heres an example:Beth has 2 orders for subscriptions. Each of the two orders has it's own unique expiration date and product associated with it. The two subscriptions expire 3 months apart - one on January 31, the other on April 15th. We want to send Beth an email 3 days before the expiration of each subscription.All i am seeing is attributes and events, but how/where do you maintain both of these orders if you only have dates or names for events, and only top-level attributes for a person?Seems we need ability to house an array of objects associated with a person, or to act on each object as a trigger for a sequence. Please give me in-depth detail on how to architect Intercom to let an expiration date on each of these two orders trigger their own email sequence, wi

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Jacob Cox
Intercom Team
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D'MarquisNew Participant
asked in Outbound
How do you embed videos and gifs in an email message?

I've attempted to embed a video and a gif in email messages that are part of a series but have not found success. I copy and embed HTML code from the original video and gif site and then paste. I then paste that code into the message using the "Insert HTML" option. Unfortunately, nothing seems to work. Any suggestions are greatly appreciated!

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YoujiKawaguchiNew Participant
asked in Outbound
[SDK] [iOS] [Objective-C] [Crash] Intercom 12 crashes

Hello, I have a problem with Intercom 12 and 15.I have a problem under certain conditions when using the Intercom iOS SDK: when I try to open a conversation from the Intercom conversation list, the application starts crashing with an error.I updated the SDK version to 15 and it crashed with the same error.The application is launching the messenger with `[Intercom presentMessageComposer:@""]`. Are you aware of these problems and can you suggest a solution? Xcode version 14.3 (Objective-C)Intercom iOS SDK version 12.4.3 / 15.0.0 ↓Crashing patterniPhone Xs iOS version 16.5iPhone 12 iOS version 16.5 ↓Patterns that do not crashiPhone 7 iOS version 15.0iPhone Xr iOS version 16.3.1iPhone 12 mini iOS version 15.4.1 Errors:Fatal Exception: NSInternalInconsistencyException Invalid batch updates detected: the number of sections and/or items returned by the data source before and/or after performing the batch updates are Data source before updates = { 1 section with item counts: [1] } Data source

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Employee
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Chuck TaylorNew Participant
asked in Outbound
How do I open a messenger window from a link in a product tour?

I want to open an intercom messenger in the product without use clicking on the messenger icon.  For example, I want to add a link in a product tour that says "Contact us", which opens a messenger window when user clicks it.

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Erin KActive User
asked in Outbound
Message Throttling

We need some way to include throttling for our messaging. I want to be able to set up posts and chats that don’t have an end date, but I fear that someone could log in for the first time in a while and get three messages at once. I wish I could prioritize messages so I knew that they would only get one at a time.  (This would be for things that don’t go together in a series)

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Racheal
Intercom Team
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MktActive User
asked in Outbound
How can I send transactional emails to people even if they unsubscribed?

3 days before the free trial ends, we send users a payment warning telling them we'll charge their credit card.  People who unsubscribe from our mkt emails don't get this warning. That's a big deal.  How can we send emails even if users unsubscribed? The audience rule "Unsubscribed from Emails is true" gives 0 users :-|    Thanks!

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Astrato design teamNew Participant
asked in Outbound
My video does not show when I embed the code and set it live in a post

Any idea why my video would not show up when I embed it and set it live? Works and previews fine in my draft version.

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Employee
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Courtni AdamsNew Participant
asked in Outbound
"Save" button not showing

Once I create my product tour, I cannot makes content/word edits, because there is no save button! It might be because I have it pointing at an element to click, so once I select that step, it pushes to the next page, not allowing me to “save” my edits on that step. Can I suggest a “save and continue” button to capture that pages changes?

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Jacob Cox
Intercom Team
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Team ChargedNew Participant
asked in Outbound
How to implement optional form fields in Product Tours

Hi there,I am building a Product Tour that walks users through a multi-step form. I have certain optional fields that I want the user to be able to fill, but not obliged to fill, e.g. Apartment/Suite/Building # for address.If I set the step to Next or Done button, they can’t fill in the field.If I set the step to Fill in the Field, they must fill in the field.How can I manage this use-case?Thanks,Peter

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Jacob Cox
Intercom Team
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Steve ErvinNew Participant
asked in Outbound
Series, Posts, and Tours - Single Page App

Hi there, I have a single page app. I’m having some issues being able to set up series or subsequent events on the same page.The behavior I want:Welcome post Dismiss or click a link in the post Launch a product tour on the same page without any other interaction. I’ve tried two ways:Launch post and then product tour in the same series. The issue that I’m having is that when I dismiss the post, the product tour does not launch without a page refresh. (The post AND the product tour is on the same page). Launch post, click a link in the post to a the product tour (show tour anywhere link) or insert the product tour directly (displays the product tour name and description with a link).  The issue that I’m having here is that when the user completes the product tour, the post pops back up.  Is there something I’m missing here?Why won’t the product tour launch without a page refresh? Why doesn’t Intercom treat a link click as a dismiss? Or is there a way to do this? I’ve tried tagging and h

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Racheal
Intercom Team
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User276Active User
asked in Outbound
Can I add multiple goals to a message?

Message goals should be able to target segments or allow for the same filtering and/or options used to build segments. Limiting users to just one binary goal creates a lot of bad reporting for us. Has anyone found a way around this?

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Eric Fitz
Employee
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Steven GilliamNew Participant
asked in Outbound
Custom Actions and Objects in a Series? (not in a bot action)

Hi can I use a custom action and/or custom object in a series (not in a bot).  ex.  I would like to send an email after fetching data from an external API using a GET request.  This action will be triggered by the user’s place in the series, NOT by them sending a message to us.   

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Nathan Sudds
Top Expert ✨
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zihaoguanNew Participant
asked in Outbound
iOS SDK Intercom Messenger on dismiss callback

Hi,Is it possible to detect the Messenger was dismissed on iOS, so that we can call another method right after the user is back to our app?

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blizzerandNew Participant
asked in Outbound
I want to start email series when a tag is added to a user

So, my requirement is that I want to start a series for a user when a tag is added to them. Let’s say I add the tag user-email-not-verified, and they get added to a series (which will walk them through the steps to verify their email) However, I’ve not been able to figure out how to do it yet without using events. Can anyone please help. 

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Jim HeisingNew Participant
asked in Outbound
Dynamic attachments for transactional Emails?

We would like to send transactional emails using your Visual Email Template editor, but include attachments (like say an invoice) to the Email? Is this something that you support either via your web application or API?I know that we can add a file to the editor but we need a way to attach a PDF file we generate on the fly.

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jennifergNew Participant
asked in Outbound
How can I do apply the same product tour and checklist to different tenant?

Our company has a platform that multiple clients are using. The websites they have are the same for UI elements and functions, but each client has a different URL. We want to realise product tours and checklist once and apply them across different tenant (clients with different URL). Is this possible?

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Racheal
Intercom Team
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Matan ZrihenNew Participant
asked in Outbound
CSAT survey - How many users actually engage with it?

Hey everyone 👋🏼,Does anyone know how can i check what is the percentage of users who fill in the CSAT survey out of the total number of closed conversations? i’m trying to build it in a report, but can’t find the right formula.

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Racheal
Intercom Team
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User816New Participant
asked in Outbound
Can I trigger a custom app handler based on a link/button click in an in-app message?

We want to trigger a custom app handler based on the link/button user clicks in the in-app message (web app). We do not want the user to navigate using this link, we rather want to get this event and react to it the way we need. How to do it? I.e. we want to open some particular page in our web app with some param. But messenger only allows us to insert link and users to navigate to those links directly.

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Carmen McGradyNew Participant
asked in Outbound
Rollout features on Day 0

Any tips or best practices for announcing the new messaging app within the product? I tried putting a tooltip above the messaging app but ran into an error. Any ideas you have would be greatly appreciated?

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Jacob Cox
Intercom Team
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Steve ErvinNew Participant
asked in Outbound
Capture URL when Ticket Created

I have a ticket set up for users to submit bugs. They click on an element, I launch the Messenger to have user create the ticket. However, I want to track the URL that the user was on when they submitted the bug/ticket.  Is there a way to do this?

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Jacob Cox
Intercom Team
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dimple.palNew Participant
asked in Outbound
Dynamically changing sender's email address on an automated message ?

An automated message was set up to send to the users after they onboard the programs. But the message is coming from an employee account who created those automated message templates. What I want to do is to dynamically changing the sender’s email address of the employees who is assigned to look after the particular user.  Is there a way to adjust the setting in intercom so these automated messages look like they are coming from that designated employee who is actually assigned to the user's account?  

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Racheal
Intercom Team
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Shubham SahareNew Participant
asked in Outbound
Intercom chat auto-populate message working on dev but not working on the production web application

Hello Intercom team,I am Shubham from Webgility company.We are using your Intercom service in our online application with the attached plan features.We are trying to initiate the intercom chat for our customers, whenever any error comes in the app, with an auto-populated message in it. And for that we are using the javascript function as mentioned in your api doc -> https://developers.intercom.com/installing-intercom/docs/intercom-javascript#intercomshownewmessage.This is working as expected on your dev environment. On dev, the chat pop-up opens with an auto-populated message in it. But on production, it is just opening the pop-up and not auto-populating the message we are passing in the method.Is it due to our plan features or there is something else we are missing?  

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Employee
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User2335New Participant
asked in Outbound
Can an SMS series branch into distinct paths based on user replies?

We are hoping to build an SMS based series that takes into account user responses to determine the next message sent. It would be a minimally complex “choose your own adventure” series where user interaction via SMS response drives the chosen series path. Does anyone have any idea if this is possible? I’ve looked at the audience rules in a series but there doesn’t seem to be any rule based on an SMS reply. Thanks! 

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Paula MNew Participant
asked in Outbound
email cadence

I want to know if in the intercom I can send a cadence of emails where the sending of the second email is triggered if the user has downloaded the file from the previous email?

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Shauna
Intercom Team
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Erin KActive User
asked in Outbound
Is there any fix for Transactional Emails for Unsubscribed? Needed for Password reset.

I moved all of our transactional emails to intercom, but it’s a real issue that we can’t use a workaround for people who need to reset password if they have unsubscribed. 

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