Summary
Once you've set up Planhat's simple Intercom integration, as well as syncing Intercom chat conversations into Planhat, another feature is that you can send Intercom messages from within Planhat - here we are talking about bulk campaigns/announcements etc.
You can either send these messages manually (on an ad-hoc basis), or use Planhat Automations to send chat campaigns automatically
Who is this article for?
Planhat users who want to send Intercom messages from Planhat
Series
This article is part of a series on the Intercom integration:
Sending Intercom messages from Planhat ⬅️ You are here
Article contents
Introduction
If you have enabled Planhat's Intercom integration, then you can send Intercom messages directly from Planhat to your End Users! There are a couple of ways that you can message your End Users via Intercom from Planhat, and we explain how in this article.
When you send your chat message from Planhat, the message will appear as a snippet. This is an example of how your Intercom message will look:
Send an Intercom message to End Users manually
📌 Important to note
Each User will need an Intercom licence to have the ability to send a chat message
The Intercom integration needs to be connected in your Planhat tenant for you to see the "Send Chat Message" option
You can send a chat message to an individual End User by going to their End User Profile, clicking the ellipsis (3 vertical dots) in the top right, and selecting "Send Chat Message".
Trigger an Intercom message to go out automatically
Planhat's Automations feature enables you to send Intercom messages to your End Users automatically.
To access Automations in upgraded Planhat (ws.planhat.com), go to the "App Center" Global Tool. To add a new Automation, click "+ New app".
Click the image to view it enlarged
Now search for the word "campaign". Each of these templated Automations (shown in the screenshot below) can be used to send an Intercom message - just change "email" to "chat" in the drop-down menu when you are configuring the Automation.
Click the image to view it enlarged
Click the image to view it enlarged
As you can see from the screenshot, using templated Automations you can automatically send an End User a chat message when one of the following events occur:
End User enters a filter
End User leaves a filter
End User's NPS changes
For example, you could have an End User filter that captures End Users who haven't been active in the past 30 days. You then have an Automation set up that will send a message to check in on that End User as soon as they enter that filter. Planhat's filters are incredibly powerful, enabling you to automatically send messages to your End Users via Intercom based on a wide range of conditions.