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Message rules: When, how, and to whom should a message be sent
Message rules: When, how, and to whom should a message be sent

Set up the perfect audience and delivery method for your messages.

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

When crafting a message, it’s simple to define your audience and choose how it should be sent.

Depending on the message type (email, mobile push, chat, post, banner, carousel, tour or workflow) there are some minor differences, but most of the process is the same. You can configure all of this under the “Rules” tab. Choose:

  • When the message should be sent. — This is used to configure event based messaging. If your message is strictly audience targeted, ignore this section.

  • Where to send it. — For audience based messages you can set up URL or “time on page” rules.

  • If it should be received by all your customers, or just a certain group of visitors, leads or users.

    • Dynamic messages are sent to everyone who matches the filters when it is set live, and anyone who matches them in future.

    • Fixed messages will only be sent to people who match the filters when the message is set live.


To send people a message more than once (after a specific event occurs, or they take a certain action) click “+ Add event rule”. Then, select an event and sending frequency.

For example, this message sends:

  • Up to once per day.

  • When the event “Upload complete” is tracked.

  • Until it has been sent 3 times.


  • Standard messages (not event based) are triggered when someone matches your audience filters. For these messages it’s not necessary to select an event trigger.

  • Event based messaging is not currently supported with Emails, or Product Tours.


For messages that are not triggered by events, this is where you define "Where" it should be sent.

You can target specific page URLs, set a delay or both. In this example the message will send on the pricing page, after 60 seconds:

Pro tip: It's a good idea to copy and paste URLs from your app or site directly, as this will catch any characters hidden in your browser's address bar, like trailing slashes.

Add filters that determine If a person should receive your message:

With powerful and flexible filters, you can target any message at exactly the right people.

For example, if you’d like to send a message to engaged users your rules might be: Users with “Web sessions greater than 10” and “Last seen less than 30 days ago”.

Note: It’s ‘Last seen less than 30 days ago’ because recently active customers are far more likely to see your message. We recommend only targeting users who were recently active in your app.

Pro tip:


Finally, decide if your message should have a dynamic or fixed audience:

  • Messages with a dynamic audience send to everyone who matches the filters now, and anyone who matches them in the future.

  • Messages with a fixed audience will only be sent to people who match your audience filters right now.

Note: If you're sending an event based message, the audience will be dynamic.

What’s next?


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