Unfortunately, Intercom's automated in-app messages do not support recurring schedules. This means that you cannot repeatedly display the same message to a customer every time they match a specific audience rule.
Fortunately, there is a solution, which we will cover in this tutorial.
IMPORTANT: Before getting started, make sure that you have already configured an Intercom survey campaign in Retently.
Start with creating a new campaign in your Intercom workspace.
Next, you will have to configure the "Campaign membership".
Set up the rules that will define what segment of your users will match this campaign (e.g., active customers, customers that have been using your product for a long time, etc.). Of course, you can also skip this step, which means that all your users will be eligible to receive surveys.
You will also have to specify when a user should exit your campaign (e.g., when they've received all surveys when they haven't received a survey in over 90 days, and you can also apply additional rules).
NOTE: Intercom allows you to set up a maximum period of inactivity of 90 days. If a user doesn't receive a new message in a campaign within 90 days, they will be removed from the campaign. Due to this technical limitation, you will be able to send recurring surveys with a maximum interval of 90 days between surveys.
The next step is to create the campaign messages. These are the actual surveys that your customers will receive in this campaign. For instance, if you want to survey your customers four times over the course of a year, then you will need to create four messages in your campaign.
Each message allows you to configure a set of rules, to specify when a customer should receive it.
Ideally, all the users that enter your campaign should receive the first survey right away, and afterward, they will receive recurring surveys on a regular basis.
To continue with our 90 days recurring scenario, here are the recommended audience rules for each message:
1st survey message: to ensure that all users matching this campaign will receive the first survey immediately, you can leave the default user targeting, without applying any additional rules.
2nd survey message: To make sure that a customer will receive the second survey 90 days after the first one, you will need to apply the following audience rules:
- Message received "1st survey": you should always specify that a customer should have already received the previous message in this campaign.
- Retently last survey -> more than -> 89 days ago: since the Intercom campaigns limit you to 90 days between messages, you can set the last survey condition a little lower, such as 89, or 85 days, to make sure that a user will not be removed from the campaign for inactivity.
X survey message: You can create as many additional survey messages as needed. Just make sure when you will be configuring the audience rules to set a condition that the user should have received the previous message, and that the last survey was sent about 90 days ago.
Finally, you can save your campaign and set it live.
Let's assume that this campaign is for one whole year. After the year has passed you will have to create a new one. In order to not create it from scratch, you can use the duplicate function. It will create a new campaign while preserving all the settings from the other campaign. You can adjust it and start sending surveys in it.
Send recurring survey with a larger interval of days in between them
As mentioned in the previous chapter, Intercom's campaigns have a maximum limit of 90 days between messages. This means that if a customer doesn't receive a message in a campaign within 90 days, they are automatically removed from the campaign. Therefore, you are limited to sending recurring surveys every 90 days or less.
But if you need to survey your customers, let's say, twice per year (every 180 days), then the Intercom campaigns will not fit you. Luckily, there is a workaround!
Let's assume that your recurring surveys scenario is to send surveys a couple of times per year, over the course of two years.
You will have to create four regular in-app messages.
For each one of them, you will have to configure the audience rules.
For the first survey, configure the audience rules so that the needed segment of your audience will receive this message (e.g., active customers, etc.).
For the second survey message, your audience configuration should look like this:
- Audience segment: your main audience segment.
- Retently last survey count -> is -> 1
- Retently last survey last occured -> is more than -> 180 days
The third and fourth survey audience rules are identical to the second one's, with a small adjustment: Always increase the survey count.
This is required in order to make sure that customers will not receive multiple surveys at the same time. Since every time a customer received a survey, the Survey count event is increased in their profile, you can easily use this event to your advantage.
This way, a customer will never receive the second survey if they haven't received a first one yet, and the third survey will not be triggered in 180 days if the customer did not receive the second survey yet.
You can adjust the survey schedule to your needs, and if you need any help with the setup, get in touch with us and we will be glad to assist you.