Engagement & conversion
Your Intercom outbound — surveys, emails, series — in one funnel view. Find the messages that convert and the ones that just generate unsubscribes.
What it shows
Engagement is the only module focused on outbound activity. Every other module reads inbound conversations. Here, we read what your team sends.
Campaigns covered
- Surveys — NPS, CSAT, custom survey questions.
- Outbound emails — one-off broadcasts and triggered emails.
- Series — Intercom multi-step automations (onboarding sequences, re-engagement, upsell flows).
Good to know
The funnel
For each campaign, ResponZ reconstructs the five-stage funnel:
- Received — successful deliveries (excludes bounces).
- Opened— for emails; for surveys, this is the "loaded" signal.
- Clicked — any CTA interaction.
- Converted — the declared goal of the campaign was hit (survey submitted, sign-up completed, etc.).
- Paid — the contact moved to a paying plan within 30 days of conversion. Optional, requires Stripe data in your Intercom contacts.
Each stage shows the count, the conversion rate from the previous stage, and the unsubscribe count side by side.
Per-campaign view
Click into any campaign for the breakdown:
- Send count by day (catch send-time anomalies).
- Open and click rates compared to your account's rolling average.
- Reply rate — replies received in Intercom triggered by the campaign, with their sentiment distribution.
- Top three reply themes, clustered by topic — useful to spot when a survey question is being misread.
Workflows
Weekly campaign QA
Sort campaigns sent in the last 7 days by unsubscribe rate. Pause anything above your account average + 2 standard deviations. It's almost always a copy or audience issue, not a content one.
Monthly NPS / CSAT review
Open your recurring satisfaction survey. Check the conversion rate (should be stable). Read the top three reply clusters — they are the verbatim summary of customer feedback for the month.