It's essential to regularly measure the performance of your messages, so you can optimize their effectiveness. We'll outline three ways you can measure your message performance below.

The customer engagement overview report lets you see how your messages are performing, whether they're sending as expected and which users you’re sending too many messages to. 

These valuable insights will help you decide which messages to send in the future. And you’ll be able to quickly spot when your messages need to be more targeted to avoid annoying the same customers again and again. 

You'll find the customer engagement overview report in Reports > All reports > Intercom reports.

The first chart shows you how many messages you’ve sent. To see how your messages perform over a specific time period, just select the date range you'd like to measure at the top.

You can also filter by message type to slice the engagement stats you'll see below.

Hover over a bar for any specific day in the Messages sent by day chart and you’ll see which and how many messages were sent that day. This lets you see things like; which messages get sent to the most users and which messages get sent to very few users in comparison. 

If one of your emails is sending to fewer customers than expected, try these deliverability tips to boost your send rate. 

Or if a Chat or Post messages is sending to fewer customers than you hoped, rethink your audience filters. For example, you should only target customers who have recently used your app - customers who aren’t active in your app won’t receive your message. 

You can also see which users received the most messages during your selected time period, and how many messages they received. This helps you know if you’re sending too many messages to any particular user. 

Your message stats allow you to quickly see how engaging your messages are (sorted from highest to lowest engagement). Click on the sent value to see individual stats for each message. For example, you’ll see how many users opened your message, clicked on a link in your message, or unsubscribed.  

Well-targeted chat or post messages should see an open rate of above 30%. To boost your open and click rates you should A/B test your messages so that you can fine tune them to be as effective as possible. 

You should see a minimum open rate of above 25% for well-targeted emails. If you’d like to increase your open rate for any message, make your subject line more engaging.  

Analyzing your data can help you better understand the performance of your messages. For example, you can:

See how to export your messages data into CSV files.

You can easily measure how a single message is performing. Once a message is live, you’ll see key stats including percentage of sends, opens, clicks, goals hit and replies:

You can also click on each stat for more detail. For example, If you select ‘Clicked’, you’ll see the users who clicked a link in your message. You can use the dropdown to see the number of times each link was clicked:

You can also filter by dates and pick the duration (for individual messages and for messages in Series).

To view individual replies to messages without having to open a new window, just scroll down to see customers who replied and click 'View reply'.

To take a closer look at your message's performance, you can export the data.