Intercom app

Send outbound messages and campaigns to support and connect with your customers in context.

Outbound explained

Beth-Ann Sher

Eric Fitzgerald

Brian Mongey

Onboarding, educating, and notifying your customers with in-context, automated messages.

Outbound

When and why you should send an email, a chat, a post, or a push message.

Choose the right channel for your message

How to format text, images, buttons and HTML in your outbound message.

Composing an outbound message

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

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

Learn the difference between sending Outbound messages to a Dynamic or Fixed audience.

Dynamic and Fixed audiences

How to use Intercom events when you message customers.

Using events as filters and triggers

Schedule a message to send at a specific time, or set a wider delivery window during which your emails can send.

Schedule a message to send at the right time

Give every message a goal, so you can see how well it prompts users to act.

Measure message effectiveness with goals

How to find and understand what each of the statistics mean on your outbound messages.

Understand your outbound message stats

Get started

Learn how to create and send targeted, personal emails your customers will want to read.

Get started with Outbound emails

Learn how to set up DMARC reporting with the Valimail integration to improve email deliverability and protect your domain from spoofing.

Setting up DMARC reporting with Valimail

Learn why some email recipients don't receive messages sent in Intercom, and how to identify and resolve the issue.

Understanding dropped email recipients

Dawn Perrott

Everything you need to know about sending emails with Intercom, and ensuring they land in your customers' inbox.

Emails

How to create highly targeted and personalized emails at scale.

Using dynamic content in emails

Set up automatic replies to emails and set response time expectations.

Email auto replies

Learn how to ensure unsubscribed customers still receive important communications

Include unsubscribed contacts in your email audience

Brian Byrne

Mridul Meharia

Sending emails to your leads and users

Send emails using our plain, personal, or company templates. Learn which template to use, and when.

3 email templates to choose from

Add multi-column layouts to emails

Update your company logo, address or social media links in your email templates.

Customize the pre-made email templates

How to customize your own email templates without code.

Visual email template designer

When to create emails using HTML templates, one-off HTML emails, or simple HTML blocks.

Creating HTML emails

Craft your own custom email template using HTML.

Create HTML email templates

Matthew Pelyhes

Laura Jolly

Customizing emails to suit your business

If users sign in to your app with Apple, this process will ensure you can deliver email to them successfully.

Sending email to users who sign in to your app with Apple

Give customers the freedom to customize their email preferences, and reach the right people with the right content.

Manage multiple email lists with granular Subscriptions

Improve open rates by only emailing people who want your messages.

Permission guidelines for email marketing

Tips for sending emails that keep your spam complaint rate low

How to prevent spam complaints

Tips to reduce your bounce rates and ensure good email deliverability.

Protect your workspace from high bounce rates

Get opens and clicks for your content with these best practices

Improve your open rate and email deliverability

Understanding the Gmail promotions tab, and how emails are sent there.

Deliverability and the Gmail promotions tab

How our workspace review process works for outbound email sending.

Intercom's workspace review process

How to get sending restrictions removed from your Intercom workspace

Email sending restrictions explained

Thibault Candebat

David Cawley

Ensuring your emails are delivered

Our guidelines for sending emails that comply with our Terms of Service and Privacy Policy.

Intercom's email sending guidelines

Craft an email for your inactive customers that gives them a reason to return to your app.

Retain customers that are slipping away

Create targeted, personal and measurable emails your customers open and read.

Email marketing best practices

Phil Byrne

Best practices

Email sending FAQs

Email customization FAQs

What are spam trap email addresses and why do they matter for your app?

How do I avoid spam traps?

A guide to Gmail & Yahoo new requirements for emails senders in 2024

Your guide to Google & Yahoo’s new requirements for email senders

Penny Gray

Cameron Gumley

FAQs

Liam Keegan

Caroline Glackin

Sending the right message at the right time lets you capture leads, and connect with customers.

Chats, Posts & Banners

Send contextual chats and posts to customers while they use your app or browse your website.

Create outbound chat and post messages

Create banner messages and engage your customers in an unobtrusive and effective way.

How to create a banner message

How to create highly targeted and personalized Chats or Posts at scale.

Using dynamic content in Chats and Posts

Message your customers every time they take an action with event based messaging.

Send repeatable messages based on events you track in Intercom

Send messages to your customers at regular intervals, like once a month, on their birthday, or the week before an important moment.

Send messages on a recurring schedule

Chat with visitors of your website based on what they do.

Send targeted messages to visitors on your website

Personalize your messages by sending them dynamically from, and routing replies to, account owners.

Send messages to users from account owners

Share apps in your messages and let users take actions directly in the messenger.

Send apps in messages

Learn how to send a one-off chat or email to people you pick in Contacts, find the message afterwards, and see what you can't change.

What is a 'Selection set' message?

Creating Chats, Posts and Banners

When to choose a chat or a post. And how to deliver it in the best way.

Setting up Chats and Posts for maximum impact

Everything you need to know about sending event-based messages

Transactional messaging with Intercom

Check out these example banners and find inspiration for your messaging plans.

Banner message best practices — Example uses

Learn when and where to welcome your users, and how to craft a message your customers will act on.

Welcome your new users

Send messages that celebrate what your customers do — from small jobs to big milestones.

Celebrate customer progress

Gather customer feedback easily by adding reactions to your messages.

Get feedback at scale using message reactions

What to say and who to target for your short, medium and long-term check-up messages.

Check up on your customers regularly

When, where and how to ask your customers for feedback about your features.

Get feedback on your features

Tell the right users about features when and where it matters, in an engaging way.

A guide to announcing your new features

Cross promote relevant features to users at the right time, in the right place. And offer a compelling incentive for signing up.

Convert trial users into paying customers

Message history lets you see changes that were made and the impact they had on your messages.

Keep track of message changes and performance

Popular blog posts we’ve written about how to do effective research.

Customer feedback resources

Understand how your banners are engaging your customers over time, and how effectively they drive action.

See how your banners are performing

Chats, Posts, and Banners FAQs

Michelle Faughnan

Orchestrate your customer messaging with Series and drive action at the optimal moment, in a cohesive way.

Series explained

Alek Toumert

Map out customer journeys and engage at every stage with Series

Series

Guide people from their first interaction with you to becoming paying customers with effective messaging.

Create an effective onboarding Series

Keyboard shortcuts make it even easier to build a messaging campaign in Series.

Build a series quickly with keyboard shortcuts

Target specific leads, set your goal, write effective messages and more.

Convert leads to users with Series

Easily copy your existing content into a series, and craft the optimal messaging experience.

Copying messages, tours, carousels and bots into Series

Test different message types, content, CTAs, and more. Find the best way to engage your users.

Test different paths with multivariate split testing in Series

Trigger actions in other apps with webhooks sent from a series.

Sending webhooks with Series

Getting started

Send engaging, effective campaigns and get the best out of Series.

Series best practices, tips & examples

Choose to send series messages once per company, or once per user.

Prioritize companies in Series

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

Measure series effectiveness with goals

See how customers progress through your series and improve engagement at every step.

Measure how well your series performs

Series changelogs let you see who made changes to your series, when, and what the most recent update was

See recent changes and a history of updates to your series

See how your Series is performing at a glance

View a Series Performance Summary Report

Ivan Branimir Skoric

Optimizing

Important things to note about Series — Company data, Limits & more.

Series FAQs

Use News to share contextual and relevant announcements with your customers directly in the Messenger.

News explained

How to set up targeted Newsfeeds, turn on your News Center and start adding News Items.

Getting started with News

Share your News Items in other Outbound messages to boost their reach.

Using News with other Outbound messages

Share contextual and relevant announcements with your customers.

News

Tooltips educate and drive adoption without disrupting your customers.

Tooltips explained

Troubleshoot the Tooltip builder when it doesn't load on your site, can't connect to Intercom, or won't save your Tooltip.

Why can't I build a Tooltip?

Educate and drive adoption without disrupting customers.

Tooltips

Learn how to add Tooltips to your product in this step-by-step article.

How to create a Tooltip

Learn when to use embedded versus overlaid and alignment.

Understanding the layout and position options for Tooltips

Adding and designing

Set up rules and scheduling to engage and educate a target audience at the right time.

Outbound

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