A push message is a message you can send to users of your mobile app that links to a specific page in your app without starting a conversation. When someone clicks on your message they’ll land directly on that page. This encourages them to focus their attention entirely on your call to action.
iOS push message example:
Android push message example:
Push messages vs Push notifications
You can also send push notifications to notify customers when you send them an in-app message. This is useful for starting a conversation with customers or when you need more space to get your message across than a push message allows. To do this, follow our guide for creating and sending an in-app message.
To send push messages or push notifications you must have the latest Intercom SDK installed in your mobile app. Find out how here.
Create and send a Mobile Push message
First, click “New” or “New mobile push” in the top right corner:
Then, choose Push as your channel:
Note: If you’re on the “Mobile push” tab, 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:
For this example we’ll start from scratch, but the following steps also apply if you customize a template.
Next, choose where you would like your customers to see your message first (on an Android or iOS device). If you have both an iOS and Android app, you can send your message to both your iOS and Android customers. Just click ‘Any device’:
Add deep link URIs to pages in your app
Deep links let you direct users to a specific page in your app when they open your push message. Like taking them directly to their shopping cart, for example. Studies have shown that using deep links can even improve user retention, when compared to links that open your app's homepage.
In the ‘Create your message’ section, enter your iOS and Android deep link URIs. Your URI is the page you would like to direct customers to when they click your message.
Note: You might need to chat with your developer to get the URI for the page you want to link to.
Now, it’s time to write your message content
Give your message a title and write your content. Your customers likely receive dozens of push notifications a day, so remember to keep it short, snappy and to the point. You can also add emoji to make it really stand out. Unlike other message types, you can’t add images, video or HTML blocks to your push messages.
Pro tip: Make your message even more personal by adding variables that automatically pull in your users’ first name, company name or an event that you’ve created. For example, your message can display the number of tasks a user has completed.
Important: Push messages encourage customers to take action, rather than chat. So your customers can’t reply to a push message.
A/B testing your message
To ensure that your content is performing as well as it can be, you should A/B test your message. Intercom makes it easy to create and send two versions of a message to see which is the most effective. Read all about A/B testing here.
Choose your audience
First, decide if it should be sent as a One-off, or Ongoing message.
- One-off messages will only send to people who match your audience filters right now.
- Ongoing messages send to everyone who matches the audience filters now, and anyone who matches the filters in the future. If you’d like your message to be ongoing for a certain period only, you can define a stop date (see “Schedule your message” below).
Add rules to select the exact group of people you’d like to receive your message. For example, if you’d like to send a message to active users on your free plan, the rules might be: Users with “Plan is Free” and “Last seen on iOS or Android less than 30 days ago”.
Set a goal for your message
Every message you send should have a goal, but open rates will only tell you so much. Goals are the true measure of how a message is performing.
To add a goal, choose the attribute or event for the result you want to measure from the dropdown under “Set your goal”:
Example: if you set your goal to “Plan is pro”, each user who gets this message and then upgrades to your Pro plan, will contribute to this goal's total.
You can set a goal using any data you track in Intercom, whether it's an event or a user/company attribute.
Schedule your message
Next, you can schedule a message to send at exactly the right time. There are three ways you can do this:
- Set specific dates and times for your message to start and stop sending.
- Schedule messages to send during or outside your office hours.
- Set a custom delivery time during which your message will send.
And that’s it. Your message is ready to send!