Skip to main content
The activation message

When customers sign up but fail to take their first steps, inspire them to act with a targeted message.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Many users who sign up for a product only use it once. This is especially true for products with a free trial. You can’t just assume someone has committed to your product because they signed up – they could just be curious to check it out. 

There will be times when a user signs up, but fails to take the first step like completing registration, or adding their teammates. This is the exact time you should send them an activation message to stop them from slipping away. 

When to send your activation message

You should set up an auto message that triggers to all new users who haven’t carried out the step you want them to take 2 days after sign up. Your filters here would be something like ‘Signed up more than 3 days ago’ and ‘Project created is false.’ 

Encourage the key action

This is your second chance to grab your user’s attention - you might not get another. Your message should clearly outline the next step your customers need to take, but it also needs to show them the value of doing so. Here are some tips: 

  • Make it as easy as possible for them to take action. For example, link directly to the page where they can complete the action.

  • Let them know how taking action will benefit them (tell them the job it will help them do).

  • Use active, lively language - make your users excited to take the next step. 

  • If it won’t take long to complete, let them know. For example, you can say, ‘It only takes a minute to crop your photo.’ 

Write your next message

Now that you’ve helped your customers take the first important step, it’s important to keep them engaged and stop them from slipping away. 

If you're just getting started with messages, you might be interested in the series of message templates we put together over on our blog. They'll help you get your messaging strategy off the ground. Check out the guide now


Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts

Did this answer your question?