Intercom lets you send both automatic and manual messages to engage your customers. Here’s how they work, and when to use them: 

  • Auto messages are messages that you set up in advance to automatically go to users at key moments. They automatically send when specific users meet the rules you set for the message. 
  • Manual messages are one-time messages that you send to one or more users in real-time. 

Important: Auto messages will only send once to any given user, even if users meet the criteria for the message. 

Just click the ‘Message’ tab in your user list and choose between an auto or manual message. 

Auto messages are great for: 

Onboarding new customers 

You can trigger messages to send at key moments during onboarding. For example, you can let customers know when they should use an important feature for the first time, or contact them right before their trial ends. Check out this guide to create your first onboarding campaign. 

Helping customers at key moments 

Auto messages are great for helping customers inside your app at key moments while they’re using your product. For example, after customers take a specific action in your product, you can trigger an auto message that guides them to take the next logical step. Learn how to anticipate your customer’s questions. 

Manual messages are great for: 

Announcing a feature or update 

These work well for time-sensitive announcements like when you want to launch a feature. Here’s the best way to announce your new features.

Reaching out to a high profile customer now 

Manual messages are perfect for when you want to speak to a customer right now. For example, when a high profile user signs up, you might want to reach out and offer the chance to chat, or to let them know that they qualify for your VIP support. 

User testing a message

Manual messages are ideal for trying out a message you’re thinking about automating. If you're sending a mail out to 100s of 1000s of users, you’ll really benefit from trying it out with 20, or 50 users first, and seeing what the reaction is like. 

What’s next? 

Did this answer your question?