Support for customers, before they need it
Onboard, educate, and notify your customers with in-context, automated messages that cut support volume and keep customers happy.
Tools to onboard customers and get ahead of known issues
Onboard customers faster
Onboard users with interactive guides, personalized tasks, and in-app highlights, no code required.
Create targeted user journeys
Build omnichannel message sequences for customer segments with an easy-to-use visual builder.
Reduce volume at the source
Inform customers of issues when they arise, with a selection of message types to choose from.
Keep new users in your product and out of your inbox
Build powerful automated support experiences
Create cohesive targeted message sequences across channels with a no-code visual builder.
The right message, right when it matters
In-product Messages
Share news and updates with your customers directly inside your product to provide in-context help.
Mobile Push
Send customers a mobile notification that can bring them back into a specific place in your app or support conversation.
Banners
Provide customers with system-wide notifications on your website or product to communicate important updates.
Proactive chats, news, and surveys
Chats
Deliver proactive messages with contextual information and relevant updates directly in the Messenger.
News Items
Share support-relevant or company news and updates with customers directly in the Messenger.
Surveys
Send targeted, in-context surveys to understand customer behavior on web, mobile, or in-app.
Test your message and implement the winning strategy
A/B Testing
Run quick tests using different messaging variations and choose the winning message to improve engagement.
Templates
Use prebuilt templates for popular use cases, from onboarding new customers to notifying them of outages.
Helpdesk Updates
Over 60 improvements to the helpdesk you use everyday
The features you've been asking for and improvements you'll notice every day.
Customers using Outbound see transformative results
By proactively targeting specific customers … we’ve seen a reduction of almost 80% in the contact rate for temporary issues.”
Our onboarding completion rate is almost 5x higher than with our previous solution. Onboarding is much more personalized and far more scalable.”
Intercom’s Outbound and self-serve support capabilities are really powerful for us. They’ve enabled us to maintain a customer contact rate of 7%. We’re also using features like Series to be more personalized in our approach to messaging customers.”
FAQs
Outbound is the proactive side of Intercom, the helpdesk built by Fin. It lets you onboard, educate, and notify customers before they need to contact support, using interactive product tours, checklists, and in-app tooltips, proactive messages like in-product messages, mobile push, and banners, and targeted message sequences built with a no-code visual builder.
Proactive support means helping customers before they have to reach out. Instead of waiting for a question, you onboard new users, share updates, and flag known issues in context, so customers get up to speed faster and contact support less. With Intercom, you do this through onboarding tools, proactive notifications, and targeted messaging sequences.
By getting ahead of common questions. Onboarding tools help customers help themselves, and proactive notifications keep them informed about new features, known issues, and policy changes before they open a conversation. TrueCommerce reduced the contact rate for temporary issues by almost 80% by proactively targeting affected customers.
Interactive product tours, checklists, and in-app tooltips guide new users through your product step by step, with no code required, so they get up to speed faster and get more value without contacting support. Webex Events saw an onboarding completion rate almost 5x higher than with their previous solution.
You can reach customers with in-product messages, mobile push notifications, and banners to share news, updates, and known issues. You can also send chats, news items, and targeted surveys in the Messenger to gather feedback on web, mobile, or in-app.
Series is a no-code visual builder for omnichannel message journeys. You sequence messages across product tours, in-app messages, email, push, and more, targeting customers precisely based on live behavioral data, product usage, and custom attributes. Spendesk uses Series to personalize how they message customers while maintaining a 7% contact rate. Learn more about omnichannel support.
Yes. Run A/B tests with different messaging variations and roll out the winning version to improve engagement. You can also start from prebuilt templates for popular use cases, from onboarding new customers to notifying them of outages.
Outbound is part of Intercom, the helpdesk built by Fin, so proactive messaging shares the same customer data, Help Center content, and reporting as the rest of your support. Your team works from one system, and customers get a consistent experience whether they’re reading a proactive message or talking to Fin.
