If you have the Messages product, you can send your customers targeted in-app or email auto messages. Auto messages send to users who match your message's audience rules.
You can send auto messages for lifecycle marketing, onboarding messages, to nurture leads or get customer feedback, for example. Below, we’ll show you how auto messages send and how to create one.
Note: In this article, we focus on messaging logged-in customers. You can also automatically message visitors to your website.
Create a user auto message
First, go to the Messages product and click 'New auto message'.
In-app messages are great for encouraging users to take action while they’re using your product. Emails and push notifications are perfect for re-engaging people who drop-off.
Write your message
Next, it’s important to write an engaging and relevant message.
Here’s how to use Intercom’s powerful message composer to format and personalize your message.
Target the right audience
Once you've created your message, your next step is to target the right audience. Just add a rule or combine multiple rules to select your audience. For example, if you want to encourage free users to convert to a paid account, you could send a message to users who ‘Signed up less than 30 days ago’ and 'Last contacted more than 2 days ago'.
If you'd like to target more than one type of audience, you can combine 'and' with 'or' to create more flexible audience rules. For example, you could target users on one of two plans, who signed up less than 60 days ago. Just add a rule:
Then, change the 'and' to 'or' between those rules:
Now, you can target two types of customers with the same message.
Pro tip: Check out this article for sample messages to create.
Send messages at the right time, in the right place
The best place to tell someone about your new calendar feature is on the calendar page itself. Intercom makes it easy to target specific URLs so your users get the message exactly when they need it.
Note: To target based on URLs, select ‘Web’ when choosing your channel:
After composing your message and choosing your audience, you can set page targeting.
If you'd like your users to engage with a page before messaging them, you can easily trigger your message to send after a certain amount of time on page.
When targeting a page, select the option: 'After a user has spent a period of time on page'. Choose how many seconds you'd like to pass before your message appears:
Now, your message will trigger for users who are more engaged with the page they're visiting.
Note: The limit for "time on page" targeting is 299 seconds. Also, it's not possible to use "time on page" filters on messages in campaigns.
If you'd like to target specific pages, choose “Only on certain pages” for these options:
- Where page URL is: This is generally useful when targeting a single page.
- Where page URL contains/starts with/ends with: This is useful for targeting a subset or group of pages. It should also be used when adding query parameters or hash parameters to the URL will change how the page displays for users.
- Where page URL is not/does not contain: This is most useful for excluding certain pages.
Choose the right option for your situation, and then enter your URL, like this:
Before you send your auto message
Set a goal
We recommend setting a goal to track the action you want your customers to take after reading your message. For example, you can set your goal as ‘Plan is Pro’ to see how many and which users upgrade to your Pro plan.
Note: You can set any behaviour or action you track in Intercom as your goal.
Schedule your message to start and stop sending
Automatically stop your message when it no longer makes sense for your customers to get it. It's a good idea to set the date when you create the message so that you don't have to remember on the day.
Send emails at optimal times
You can set a delivery time to any automatic email to ensure it reaches your customers at the best time for them. This depends on the kind of product you have and the type of email you’re sending. For example, if you want to send productivity tips to your customers, they’ll most likely welcome emails on weekdays and within business hours.
Preview auto messages before sending
You’ll see how your message will appear to users on the right-hand side of the screen as you create it. But for extra peace of mind, you can send a message to yourself as a test user before you send it to your customers.
When do user auto messages send?
Auto messages won’t send to any given user more than once.
Note: If you use a company variable in your message, it will send to your user for every company they’re a member of in Intercom.
An in-app user auto message sends when:
The user logs in and matches the rules you set - we’ll show you how to set these below.
Important: If you add a last seen rule, we first check any messages matching the state of the value for that attribute on the user before it updates with the login.
An email user auto message sends when:
- Users match your audience rules.
- During the delivery times you set.
- Organize your messages using folders or add your auto message to a Smart Campaign.
- Now that you have your auto messages up and running it’s time to A/B test them.
- Learn how to automate your customer engagement in our upcoming webinar.