What is Series?
Series is Intercom’s new visual builder for customer messaging. You can now bring all of Intercom’s content types into a unified messaging experience. Build the ideal customer journey with Chats & Posts, Emails, Mobile push messages, Custom Bots, Product Tours and Mobile Carousels.
If you have Campaigns in your current Intercom plan, then you already have full access to Series. 👍
Series also offers more flexibility and functionality than Campaigns. Some highlights include:
- Better engagement filters — Target customers more accurately based on their interaction with previous content in a series. E.g. send a fallback email to customers who haven’t logged in, or message all users who did (or did not) follow links in a previous message.
- Automatic tagging — Make tagging a part of the customer journey, and easily filter or segment your users who have reached specific points in a series.
- Precision timing — Add waiting periods for a duration or specific date, or allow customers more time to receive a message.
- More content — A single series can have up to 250 blocks, far more content than the current 30 message limit in campaigns.
On top of this, it’s easier than ever to design more comprehensive messaging flows, as a series can have multiple entry points for different types of customers and as many paths as you need.
Campaigns are going to be deprecated
Now that you have access to Series, in three months it will no longer be possible to create a new campaign.
From that point onwards, you’ll have another three months to access any existing campaigns before the campaigns feature is removed completely. This gives you plenty of time to migrate to Series and take advantage of all the new capabilities.
This article will show you how to migrate a campaign to a series, and offer advice on optimising it to take advantage of the new functionality. 👍
Things we’ll cover:
- What happens when you migrate a campaign?
- Starting the migration process.
- Connecting and optimising the messages in a series.
- Setting your series live.
What happens when you copy a campaign to series
When you migrate a campaign, its messages are copied into a new series where you can simply connect them for the same messaging flow, or take a moment to optimize the campaign with Series’ additional capabilities.
Your campaign’s goal and exit rules are also automatically copied to the new series.
Important: Reporting stats will start from 0 on the series, but you’ll still have access to the stats from your campaign.
The existing campaign will stay live until you have completed the migration process so there’s no interruption for your customers.
When you’re happy with your new series and set it live, the campaign will ‘empty’. This means any customers currently in the campaign, will finish it without entering the series. Any new customers who would have entered the campaign will enter the series instead.
Note: If you change the entry rules for the series so it targets a different audience, you can choose to also keep your campaign live.
Starting the migration
Go to Outbound > Campaigns and open the campaign you’d like to migrate. If this is your first time using Series, we recommend starting with a small campaign.
Click “Copy to Series’ in the top right corner:
Tip: If you’d like to test the migration process with an example campaign, you can quickly create one from a template, and migrate that. 👌
You’ll see all of the messages from your campaign created as ‘blocks’ in a series:
A group of connected blocks makes up a ‘path’ in a series:
Each campaign message is now broken into three connected blocks:
- Rule block — Contains filters that customers must match to enter or proceed down a path.
- Content block — Contains the actual message you’re sending to your customers.
- Wait block — Defines a time period, or specific date that must pass before customers can proceed down a path.
- The default message spacing from your campaign will be added as a wait block after each message. In this example, it’s one day.
- The campaign’s entry rules are also converted to a rule block, which you’ll see on the top left.
- Series also has a fourth type of block: Tag blocks allow you to tag customers automatically based on their engagement with the series.
Connecting and optimising your messages for the ideal journey
To complete the migration you must connect your messages into the path or paths you’d like customers to take through the series.
In this example we have four messages. To connect the first two in a linear order, just drag and drop the arrow from one path to the next:
This means that after the customer receives the first message (Welcome Email) they’ll wait for one day, then receive the next message (welcome Chat) if they match the rule block before it.
Before connecting the third message, lets optimise it
The original campaign message used a filter for “signed up three days ago”. This was to delay sending the message, and you may have similar rules in your own campaigns. We can now remove the rule block, and update the wait block to do the same job:
For the final message, we’ll connect it to the flow in a different way, so it’s sent to all users who didn’t receive the welcome chat.
In a series, you can choose 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, the messages can still be sent in the right order.
In this case, we’ll set the wait to 3 days:
Tip: As you optimize your series you might want to move the blocks around so it’s easy to see your customers’ possible paths through the series.
To move multiple blocks at once, just drag and select them:
We’re ready to connect the final message in the series:
Pro tip: You should also consider whether another content type might be better suited for any of your messages, now that you can choose from Chat, Post, Mobile push, Email, Product Tour, Carousel or Custom Bot.
Since these are both the final messages in their paths, we can remove the wait blocks:
Let’s add a tag block instead, to apply a tag automatically to everyone who reaches the end of this path:
Now that all the messages are connected in a flow we’re happy with, there are three things left to check: The entry rules, the exit rules and the series goal.
The campaign’s entry rules still need to be connected to the path, but we also have the rule block from the first message. You can connect multiple rule blocks in a row, but we recommend combining the rules into a single block, and removing one:
Tip: You can have different entry points for a single series. For example, users on the same plan, but using different versions of your app, like iOS and Android.
You’ll find your series’ exit rules and goals under ‘Settings’:
Here you can adjust the filters to ensure that your customers exit the series at the right time, and that your goal is tracked correctly:
Note: 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 all your blocks connected, and paths complete you’re ready to set your series live. If there are any pieces missing, you’ll see a message like this:
If there’s no warning message, or you’ve fixed any issues, click ‘Set series live’ and choose what should happen to the original campaign:
If your series is targeting the same set of users, you should choose ‘Stop entering’. This ensures none of your customers will receive duplicate messages.
If you’ve modified the series to target a different group of users you can choose ‘continue entering’, but keep in mind that campaigns are going to be deprecated. 😉