Skip to main content
All CollectionsProactive SupportSeriesOptimizing
Measure series effectiveness with goals
Measure series effectiveness with goals

Add a goal to your series and accurately measure its impact — Learn all about goals in this article.

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

When you create a series you should have a specific intent in mind, for an action you want your customers to take.

Your series goal should represent this intent with an attribute that should be updated or event that should occur.

For example, if you want customers to invite their teammates to your app, you could use an event based goal that is hit if the count is increased:

If you’re encouraging customers to set up their profile you could use a custom attribute: ‘Profile_complete is true’ as your goal:

Each individual message in your series can also have its own specific goal. Read more about message goals here.

Note: It is not currently possible to use People Segments as part of a goal in a Series.

How to add a goal

In your series under Show settings’ you can choose the rule a customer must match to hit the goal. As an example, in this series: ‘Encourage Customer Upgrades’, the goal is ‘Plan is Premium’:

You should also define the time period in which it must occur for it to be counted towards the Series:

Note: This time constraint is from when the user enters the Series.

For example, if you've set a goal of "Upgraded account" with a time period of 7 days, the user would need to upgrade their account within 7 days of entering the Series in order to count toward the goal.

The Series goal's time constraint is based on when the user enters the Series. Whereas a message goal's time constraint is based on when the user receives the message.

Pro tip: The shorter a period you select, the more confidently you can attribute the change to the series. 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.

A customer can also still hit a goal after the Series has been paused so it's recommended to setup a timeframe ('Customers have to match within') to allow customers to hit the goal.

What happens when a customer hits the series goal?

When a customer hits your series goal they won’t exit the series immediately. If you’d like them to exit the series, add an exit rule for the same attribute or event.

In your series’ stats you’ll see the percentage of people who entered the series that met the goal:

You can also track this over time and see a full list of every individual that hit the goal:

And, you can filter this list by how the customer left the series before they hit the goal:

If you haven’t set up any Goals or Exit Rules for your Series, then we won’t show these in the overall Series reporting by default.

Note: This doesn’t apply to message-level goals, as you can set those up individually for each of your message blocks.


What happens if I change the series goal?

Changing a Series goal will apply to any users who enter the Series going forward, but users already in the Series will not match the new goal, since it takes a "snapshot" at the time they enter.

Using Company data as the goal

For Company goals, the report does not include a user name, or buttons to tag or message users.

Companies become eligible to hit company goals when the first user from a company receives a piece of content.

Additionally, if this goal is not met within time timeframe set, a company can re-qualify to hit the goal if a new person from the company receives the piece of content.

What happens if I switch between user and company goals?

If a piece of content has a User goal, with goal successes, and you switch to a Company goal, the user successes will contribute to the count at the top of the page. At the bottom of the page, the Company name and attribute will display as blank.

If a piece of content has a Company goal, with goal successes, and you switch to a User goal, the company successes will contribute to the percentage at the top of the page. At the bottom of the page, the User who received content for the company when it met the goal will display, as well as that user’s goal attribute.

Currently, if your content has a user goal, and you switch to a new user goal, we display the percent of people who have met either goal.

The logic here is to make sure you can see how your content has performed as long as it has been live, not just how the most recent goal performed.


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?