Create targeted and personalized Checklists for your customers which open in the Intercom Messenger.

First, go to Proactive Support from the main menu and click + New message in the top right corner.

Then, choose Checklist as your content type.

You can also choose to start with a pre-made template by picking this content type from the left sidebar.

Give your Checklist a title, an optional description and decide whether or not to show a sender.

Now add steps to your checklist outlining what your customer needs to do to achieve their goal. Each step must contain a title and short description.

In Step settings choose the action best suited to the goal for each step. Steps can:

If the step doesn't require a specific action, or if the action requires them to do something outside of your product, you can leave this as No action (read only).

Depending on the action you choose, there are different options to configure.

Go to page URL

This action allows you to input the page URL that you wish to direct them to in your product. The URL will open in the same browser tab.

Launch a Product Tour

This action lets your customers jump straight into a Product Tour of your choice. The Product Tour will redirect them to the relevant page from which to start the tour in the same browser tab.

Open an Article

This action lets your customers open up an Article within the Messenger. They can navigate from the Article straight back to the Checklist.

Enter the approximate number of minutes it should take for your customers to complete each step so that they can know roughly how much time it will take them to complete the Checklist.

There are two ways to acknowledge when customers have completed a step:

You can use one or both of these methods to let customers progress through the Checklist.

Customers will see a button to mark their Checklist as complete when this option is enabled. Once the step has been marked as complete, they won't be able to change it back to incomplete.

Add rules to automatically detect when a customer has completed a step using data that you're tracking in Intercom. When a step in the Checklist is resolved automatically using the rules you create, the Checklist opens again to notify them of their progress and encourage them to take the next step.

You can apply multiple rule conditions and specify whether customers should meet some or all of these.

Here are some examples…

Event trigger data

If your Checklist step asks a customer to create a project, you can track a "Created project" event. If a customer who has a Checklist triggers that event by creating a project, the step will be automatically marked as complete. Learn more about tracking events in Intercom.

Product Tour engagement data

Automatically resolve a checklist step when a user reaches the last step of a Product Tour. When a Tour is selected as an action type, it will automatically be applied as a step completion rule.

User and event attributes

Automatically resolve a Checklist step when a user or event attribute value meets certain conditions. Event attributes are different to event triggers as they record the first, last and total count of times a user did a specific event.

Company-level attributes

A Checklist step can also be automatically resolved for all users of a company when a particular company level attribute is matched. Once completed by a single user, the matching Checklist step will be marked as completed for everyone who is part of the company.

This solves for situations where company-level action generally only needs to be done once, by someone in the company. For example:

The company data which is matched for automatic resolution can be set through a Product Tour or other workflow by the first user in a company.

Once you’ve finished adding steps to your Checklist, return to General settings and decide how you want customers to be notified about new tasks to complete.

Optionally add a celebration message that will appear once customers complete all Checklist steps. Use confetti to add a feel good factor and include a button to highlight the next best action for them to take.

Now you’re ready to trigger your Checklist to send automatically using rules, or share it both in and outside of your product.

Before you can set your Checklist live, you will need to ensure that you're using the latest version of the Messenger and have enabled the Tasks space so that customers have a way to access the Checklist.

You can enable the Tasks space for Visitors or Users from Messenger > Content > Spaces.