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Question

Custom outbound messages

  • September 4, 2026
  • 1 reply
  • 18 views

Hi everyone! 👋

I’m looking for some help from anyone in the community who has created custom outbound messages as personalized posts and implemented them in Intercom.

I’d love to understand how you approached the implementation, specifically, what path/workflow you followed, which Intercom features or APIs you used, and how you were able to make the posts personalized.

If you’ve implemented something similar, I’d really appreciate it if you could share some details about your approach or point me in the right direction.
 

Thanks in advance for any help! 🙏

1 reply

melzayat
  • melzayat
  • New Participant
  • September 4, 2026

Hi ​@Lais! How are you? 
When you say custom, what do you mean specifically? I have built custom series from scratch, basically without using any of the provided templates. This will depend on the plan that you're on, so make sure you have the feature for personalized posts enabled. What I normally do is use the outbound features, and I first map this out in a mapping tool like FigJam or Miro, but you can build it out straight on Intercom if you want. After that, I also map out segmentation, both for rules and triggers, and then I just build it out within Intercom. 
I haven't had the need to use APIs, but as far as intercom features go, I go to the section Outbound and build that there. What are you trying to build specifically? Maybe I can help you out better. 

Mel Zayat
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