Outbound filter rules: can no longer email our member list since the "seen less than 90 days ago" filter was added

Question

Hi all,After years of using Intercom to reliably email ~650 members in our organisation on a ~monthly basis, today we’ve run into a hiccup. Only ~270 members now show in the “Users” preview with no filters applied. There appears to be a new automatic filter of “Last seen less than 90 days ago” which does show in the Rules list when previewing the email, however when editing the email it doesn’t show, and therefore I can’t deselect it.FinAI support advises:“I apologize for the confusion, but the "last seen less than 90 days ago" filter is an automatic feature that can't be disabled for email messages. It's applied to ensure better engagement rates.However, if you need to include users who were last seen more than 90 days ago, you can create a specific filter for "Last seen more than 90 days ago" in your audience rules. This will allow you to target less active users if that's your goal.”I tried Fin’s suggestion of adding a filter for “more than 90 days ago” however this produces a list of 0; seemingly in conflict with the hidden automatic rule.I’ve created a ticket but hoping someone else has come across this issue already and has a solution 🤞Cheers,David

dbaus · Accepted Answer

Found the issue and resolved. We have a very high open rate on our emails 70-80% average and so thinking we didn’t need the unsubscribe link included anymore I had tried turning that off ~1 week before discovering the problem. Turns out with that option turned off the 90 day filter is fixed and cannot be removed. I didn’t put the two together straight away.Have suggested to Intercom support that this should be a tooltip when selecting to turn off the unsubscribe link - “Caution: you will no longer be able to email anyone who hasn’t been active in the last 90 days”.Good to have it resolved.

Nathan Sudds · Answer

​@dbaus You should be able to just remove that 90 days filter -- see my gif attached, hover over it in Edit mode and just delete with the x

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