You can proactively reach out to visitors on your website based on who they are and what they do. Here’s how to create ongoing messages that help you chat to, capture and qualify high quality leads. 


  • You’ll need Intercom Messages to send messages to your visitors. 

  • Anyone on your website who’s not logged in can receive these messages, including your leads or users

Create a new message to capture leads

You can create a new message to visitors in minutes. First, go to Outbound, and click ‘New’ :

Then, choose 'Chat' or 'Post' as your channel:

Note: If you’re on the chats or posts tab of Outbound, this is selected by default, so you’ll skip this step.

Next, choose to create the message from scratch, or start with a pre-made template: 

Tip: Some good templates for messages to visitors are: 

  • Offering help on your pricing page.

  • Increasing your newsletter subscriptions.

For this example we’ll start from scratch with a chat, but the following steps also apply if you customize a template. 

Before composing your message, you’ll see these options to define how it’s received by site visitors. Selections you make here will update the preview on the right, so you can see how your message will look: 

You’ll need to choose who the message should come from, and which Inbox you’d like replies assigned to. — If you’d like to share new leads equally among a team (like your sales team), choose that team with ‘round robin' enabled.

The ideal settings for a message to visitors are:

  1. Chat message type. — You can collect a visitor’s email address with a “Chat” message, or start a conversation by allowing text replies.
    You could send a small post message, but chat's are most effective for engaging visitors on your site.

  2. Sent as Snippet. — Make the first few words engaging and indicate what your message is about.

Create an engaging message

To make your message engaging, you can easily add video clips, images, buttons, apps and more. Just click the '+' icon on the left:

It's easy to insert an image, embed a video, add a call-to-action button, apps, and more. 


  • Uploaded video clips must be in mp4 format and no more than 40mb in size. They'll display in a 4:3 aspect ratio.

  • Buttons & Social buttons can only be inserted in Post messages, not Chats.

Automatically qualify leads who reply

Next, configure our bot, Operator, to automatically qualify your leads.  Below the message, switch “Add follow up actions” on:

Then, select “Trigger Operator’s qualification task bot”. You can configure the qualification data Operator collects on the Operator tab under “Qualify leads”.

Choose your audience 

Next, you’ll need to select ‘Visitors’ and target each message to send to the right prospects, at the right time. 

For example, you might know that visitors who arrive on your site after clicking a link from a ProductHunt promotion are more likely to convert to customers. To specifically message these folks, your filters would look like this: 

Tip: You can also combine 'and' with 'or' filters for more powerful audience targeting.

To ensure the message only sends on your pricing page add a ‘URL contains’ rule under “Where to send this”: 

Tip: You can also choose to send your message after a person has spent a certain amount of time on the page, like 10 seconds in this example. ☝️

Pro tip: If you’ve installed our Clearbit Reveal integration, you’ll also see additional company data to choose from, like the number of employees in a visitor’s company, the total amount of funding they’ve raised, and more. You can see the full list of Clearbit Reveal data available in Intercom here.

Send the message when your team is available 

To avoid missing important leads, set your message to send during your office hours, when your team is available to respond:

Important: Delivery times for visitor auto messages are calculated based on your workspace’s timezone

That’s it. You’re ready to set your message live 🎉 

What’s next? 

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