Series lets you build cohesive campaigns with all of Intercom’s channels: Custom Bots, Product Tours, Mobile Carousels, Banners, chats, posts, emails, and mobile push messages. This flexibility, combined with nuanced targeting based on your customer data makes for the ultimate contextual messaging experience.
The visual builder makes it a breeze to orchestrate even the most dynamic messaging journeys.
What is a series?
A series is made up of ‘blocks’.
There are four kinds of block:
A rule block is where you define the filters that a customer must meet to enter a series, or proceed down a specific path.
You can filter based on customer/company data attributes, or interactions with previous parts of a series.
A content block is where you create the content that your customers should receive. You can send: Chats & Posts, Product Tours, Mobile Carousels, Emails, Mobile Push messages, Custom Bots, or Banners.
Each content block can have a goal, and specific scheduling.
A wait block lets you define a specific time period, or date that must pass before customers will proceed any further through a series.
A tag block lets you automatically apply tags to customers as they complete their journey through a series. You can tag customers when they match the filters for a rule block, or based on interactions with series content.
Blocks are connected in paths.
You can have a simple linear path:
Multiple separate paths:
Or, paths that diverge and converge as needed:
This means it’s easy for customers to enter the series for different reasons, get relevant and contextual messages, and exit at the right time. 👌
How to build a series
To build a Series, go to Outbound > Series and click ‘New series’:
You can build a series from Scratch, or start with one of our templates. There are templates for:
Onboarding your customers.
Re-engaging inactive customers.
Use the filters on the left to quickly find a template that suits your needs:
For this example, we’ll start from scratch. The first step to take is adding the entry rules. This is the set of filters a customer must match to enter the series and start receiving messages. Just drag and drop a rule block from the sidebar on the right:
Tip: If you’d like certain types of customers to enter the same series at different paths, just create multiple rule blocks. 👌
Then click on the rule block to open its settings. Here you can choose the filters a customer must match to enter the Series:
In this example, we’re targeting all users who don’t yet have the ‘Premium’ plan, so we can encourage them to upgrade.
Pro tip: As you add blocks, it’s a good idea to give them a clear title, which will be visible in the series overview, so you can see at a glance what’s going on:
Next, let’s add our first piece of content; a post message sent in your app. You can drag and drop a message block from the right hand menu, or just hover over the previous block and add it like this:
Then, open the message to create its content:
For each message block, you can define how long a message should try to send for, as your customers might not be online to receive it right away. By allowing them a little more time to log in and receive it, your messages can be sent in exactly the right order.
Click this section to set the time period you’d like to attempt to send the message for. After this period, anyone who hasn’t come online to receive the message will be disengaged with this path in the series:
Or, you can create a path for anyone who doesn’t receive it in the specified time period:
Tip: Try a different channel if sending additional messages to customers who haven’t logged in. For this example, we’ll add an email message as a fallback:
For all the users who do receive the message, you can add specific rules based on how they interacted with it. E.g. you could target everyone who clicks the upgrade link in the message. Just hover over “When delivered” for all the options:
Select the behaviour you want to target (in this example ‘Clicked link’) and it’ll automatically add a rule block:
This allows you to direct users down separate paths based on whether or not they match the rule. You can also define exactly how long they have to interact with the previous message. In this case, they have three days to click the link after receiving the email:
Let’s do the same for the fallback email, so we can capture everyone who engages with the offer, and direct them to the same next step:
In this case the next step will be a product tour, to demonstrate all the value the customer can get out of the ‘Premium’ plan. To connect one block to another, just drag and drop the connecting arrow:
Series lets you automate more than just messaging, so let’s automatically tag everyone who upgrades their plan after progressing through this series. To do so, we need one more rule block which targets any customer who received the Product Tour, and is now on the ‘Premium’ plan:
Then, add a tag block:
And, for those that haven’t yet upgraded, we’ll add one more email as a fallback, and link that to the same tag block if it causes an upgrade:
Now, let’s take a step back and look at this series in its entirety.
To encourage customers to upgrade their plan, there’s a Post message sent in your app, followed up with an email, both of which direct to a Product Tour. After customers take the tour, if they upgrade their plan they’re tagged automatically. If not, they’ll receive one last email to try again.
Pro tip: This example is based on the “Encourage Customer Upgrades” template. If you’d like to explore a ready made version, just open that template and dive in. 👇
Define a goal for your series
To properly gauge how effectively your series is encouraging customer action, you should add a goal for anyone who enters. Do this under ‘Show settings’:
Then choose the right filters and how long a customer has to meet the goal:
Note: If a customer matches the filters for your goal after the set time period, they won’t be counted towards the goal stats for this series.
Set up your exit rules
On the same tab you can define overall exit rules for your series:
If a customer’s data is updated to match the filters in this rule they will exit the series completely, and cannot re-enter.
For a simple way to manually remove specific customers from a series, just add an exit filter for all customers with a certain tag, then you can apply it as needed to anyone who should exit the series.
Customers can also exit a series if they reach the end of a path, hit the series goal or don’t engage with messages for a set time.
Set your series live
With your messages, entry rules, exit rules, and a goal in place it’s time to set your series live 🚀
Note: If there are any missing connections, or issues with your series, you’ll be warned before setting it live 👌
As soon as you set the series live, customers will start to enter if they match your entry rules, and you can easily measure how they’re progressing:
Note: "Scheduling" is available for series rather than "Frequency and scheduling" because a customer will only enter a series based on entry or exit rules, so having a frequency is not applicable.
To learn all about measuring the performance of your series, read this article.
Got existing content you'd like to add to a series? This article explains how to copy messages, bots, tours & carousels into a series.