🗞️ Intercom News Setup Checklist
✅ Step 1: Enable the News Feature
Navigate to your Intercom workspace.
Go to Settings > News.
Toggle the Enable News option to activate the feature.
📝 Step 2: Create a News Item
Click on New Article under the News section.
Add a compelling Title and Content.
Include relevant Images or Media to enhance engagement.
🎯 Step 3: Target Your Audience
Define your audience by selecting specific User Segments.
Set Visibility Options to control who sees the news item.
📅 Step 4: Schedule or Publish
Choose to Publish Immediately or Schedule for a later date/time.
Review the Preview to ensure everything looks perfect.
Click Publish to make the news live.Class Intercom
🔄 Step 5: Monitor Engagement
Track Views, Clicks, and Engagement Metrics from the News dashboard.
Gather Feedback from users to improve future news items.
📣 Intercom Outbound Chat & Post Messages SOP
🛠️ Step 1: Access the Outbound Messages Section
Navigate to your Intercom workspace.
Click on Outbound from the main menu.
Click + New message in the top right corner.
Choose Chat or Post as your message type.
✍️ Step 2: Compose Your Message
Select the Sender and assign Reply Ownership.
Choose the Reply Type:
- For Chats: Collect visitor email addresses and allow text responses.
- For Posts: Allow simple reactions or no replies, plus text responses.
Decide on the Delivery Style:
- Badge, Snippet, or Full message.
For Posts, select the Format:
- Small or Large.
Add your Message Content:
- Include text, images, videos (MP4, max 40MB), buttons, apps, or file attachments.
🎯 Step 3: Define Your Audience
Set Audience Rules to target specific users based on attributes or behaviors.
Choose Delivery Platforms:
- Web, iOS, Android.
⏰ Step 4: Schedule Your Message
Decide when the message should be sent:
- Immediately.
- At a specific date and time.
- During or outside office hours.
- Custom delivery times.
📊 Step 5: Set Goals and A/B Testing
Define a Goal to measure message effectiveness (e.g., increase in project creations).
Enable A/B Testing:
- Create alternate versions of your message.
- Monitor performance to determine the most effective version.
🔁 Step 6: Add Follow-Up Actions (Optional)
Enable Automatic Follow-Ups:
- Qualify leads with conversation starters.
- Allow Fin AI Agent to respond to replies.
- Send auto-replies (when Email Collector is enabled).
🚀 Step 7: Review and Launch
Preview your message to ensure it appears as intended.
Confirm all settings and configurations.
Click Publish to send your message.
📢 Intercom Banner Message Launch Checklist
1. Access the Banner Creation Tool
Navigate to the Outbound section in your Intercom workspace.
Click + New message.
Select Banner as your message type.
2. Compose Your Banner Content
Enter a clear and concise Title.
Write the Message Content, utilizing formatting options like bold, italics, links, and emojis.
Personalize the message using customer attributes (e.g., first name, company).
3. Configure Banner Settings
Choose the Sender and decide whether to display their avatar.
Determine if the banner should be Dismissible by the user.
Select the Action for the banner:
- None (informational only)
- Open a URL
- Open a URL via a button
- Collect email addresses
- Launch a Product Tour
- Gather emoji reactions
4. Design and Placement
Choose the Position of the banner:
- Top of the page
- Bottom of the page
Select the Style:
- Inline (pushes content down)
- Floating (overlays content)
Pick a Color that aligns with your brand or message urgency.
5. Set Audience and Scheduling
Define the Target Audience based on user attributes or behaviors.
Decide on the Delivery Timing:
- Immediately
- Scheduled for a specific date and time
- During specific hours or days
6. Preview and Launch
Click Preview to see how the banner will appear to users.
Review all settings and content for accuracy.
Click Set Live to publish the banner.
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