If you have our Messages product, you can send your customers in-app or email auto messages. Auto messages are sent to your users the first time they match a set of criteria (sometimes we call these filters).
You can send auto messages for your lifecycle marketing, onboarding messages or to get feedback, for example. Below, we’ll show you how auto messages send and how to create one.
Note: On this page we focus on automatically messaging signed-up customers, inside your app. But you can also automatically message visitors to your website.
How user auto messages send
Auto messages won’t send to any given user more than once.
Note: If you use a company variable in your message, it will send to your user for every company they’re a member of in Intercom.
An in-app auto message sends to users when:
The user logs in and matches the rules you set - we’ll show you how to set these below.
Important: If you add a last seen rule, we first check any messages matching the state of the value for that attribute on the user before it updates with the login.
An email auto message sends to a user when:
- You first put your message live. We immediately check for users who match the rules you set, and queue messages to be sent.
- The user hasn't logged in (or had their data otherwise updated). In this case, we check once each hour to see if there are any messages that now match that user.
- Only during times that you set in a delivery window. We’ll explain more about that below.
Create a user auto message
Click the ‘Message’ drop-down menu at the top of your user list and select ‘Auto Message’ from there.
First you’ll need to target your message to the right audience. Just add a rule or combine multiple rules to select your audience. For example, if you want to encourage new users to upload their first song, you could send a message to users who ‘Signed up less than 30 days ago.’
Pro tip: Check out this article for sample messages to create.
Your next step is to choose the right channel for your message. In-app messages are great for encouraging users to take action while they’re using your product. Emails and push notifications are perfect for re-engaging people who drop-off.
Send auto messages at the right time, in the right place
Target in-app auto messages more accurately
The best place to tell someone about your new calendar feature is on the calendar page itself. Intercom makes it easy to target specific URLs so your users get the message exactly when they need it.
When you’re choosing your message type, select ‘Web’ as your delivery method and tick ‘the Only show in-app for a particular page’ option.
Next, you’ll have three types of URL match to choose from:
- Where a page URL is: This is generally useful when targeting a single page.
- Where a page URL contains: This should be used when adding query parameters or hash parameters to the URL will change how the page displays for users. This is generally useful when targeting a single page.
- Where a page URL matches 'regex: Regular expressions allow you to match complex URLs. We suggest this tool to create and test your regular expressions.
Finally enter your URL, like this:
Send in-app auto messages after a specific amount of time on page
If you'd like your users to engage with a page before messaging them, you can easily trigger your message to send after a certain amount of time on page.
First, choose 'Web' as your delivery channel. Then, tick the box beside 'Only show this message after a specific period of time on page'. Lastly, choose how many seconds you'd like to pass before your message appears:
Now, your message will trigger for users who are more engaged with the page they're visiting.
Send emails at the optimal time
You can set a delivery window to any automatic email to ensure it reaches your customers at the best time for them. This depends on the kind of product you have and the type of email you’re sending. For example, if you want to send productivity tips to your customers, they’ll most likely welcome emails on weekdays and within business hours.
Write your message
Before you send your auto message
Set a goal
We recommend setting a goal to track the action you want your customers to take after reading your message. For example, you can set your goal as ‘Plan is Pro’ to see how many and which users upgrade to your Pro plan.
Note: You can set any behaviour or action you track in Intercom as your goal.
Automatically stop auto messages from sending
Automatically stop your message when it no longer makes sense for your customers to get it. It's a good idea to set the date when you create the message so that you don't have to remember on the day.
Preview auto messages before sending
You’ll see how your message will appear to users on the right-hand side of the screen as you create it. But for extra peace of mind, you can send a message to yourself as a test user before you send it to your entire userbase.
Note: We've provided you with three draft messages to help get you started. Before you put them live, update them with your own content and add rules to make sure they go out to the right users at the right time.
- Organize your messages using folders or add your auto message to a Smart Campaign.
- Now that you have your auto messages up and running it’s time to A/B test them.
- Learn how to automate your customer engagement in our upcoming webinar.