Create Checklists in Intercom

Prerequisites

Intercom account with Messenger configured (Essential plan or higher)
User properties and events flowing into Intercom (see intercom-user-properties)
Product Tours add-on if linking checklist steps to tours

Steps

Understand checklist mechanics. Intercom Checklists are persistent in-app task lists that appear inside the Messenger widget. Each checklist has 3-15 steps. Steps can auto-complete based on user data events, or require manual user clicks. Checklists persist across sessions and show progress (e.g., "3 of 6 complete"). They are ideal for multi-step setup wizards where users may complete steps across multiple sessions.
Create a checklist via the Intercom API. Use the Intercom REST API to create a new checklist programmatically. Intercom does not expose a public REST endpoint for checklist CRUD -- use the Intercom dashboard to create the checklist, then trigger it programmatically via the JavaScript API:
```
// Trigger a specific checklist by ID
Intercom('startChecklist', CHECKLIST_ID);
```
Alternatively, set audience rules in the Intercom dashboard to auto-show the checklist to users matching a segment (e.g., signed_up_at within last 7 days AND setup_completed is false).
Define checklist steps. Each step needs:
- Title: Short action label (e.g., "Connect your data source")
- Description: 1-2 sentences explaining what to do and why
- Action type: One of:
  - Link: Opens a URL (use deep links into your app, e.g., /settings/integrations)
  - Open article: Opens an Intercom Help Center article
  - Start tour: Launches a Product Tour (see intercom-product-tours)
  - No action: Informational step, auto-completes on event
- Auto-completion rule: Tie to a user event or data attribute. Example: step "Connect your data source" auto-completes when the Intercom user attribute integration_connected becomes true. Set this in the checklist step configuration under "Mark as complete when."
Configure auto-completion via user data. For each step that should auto-complete, ensure your app sends the corresponding event or updates the user attribute in Intercom. Use the Intercom JavaScript SDK:
```
// Update user attribute when they complete an action
Intercom('update', {
  integration_connected: true,
  setup_step_3_completed_at: new Date().toISOString()
});
```
Or use the Intercom REST API from your backend:
```
POST https://api.intercom.io/contacts/{id}
Authorization: Bearer {token}
Content-Type: application/json

{
  "custom_attributes": {
    "integration_connected": true
  }
}
```
When the attribute matches the auto-completion rule, Intercom checks off that step in the user's checklist.
Segment checklists by persona. Create multiple checklists for different user types. Use Intercom's audience rules to show the right checklist based on user properties:
- Rule: persona_type equals technical_builder -> show "Developer Setup" checklist
- Rule: persona_type equals team_lead -> show "Team Setup" checklist
- Rule: persona_type equals solo_creator -> show "Quick Start" checklist Each persona gets only the steps relevant to their setup path.

Track checklist engagement. Intercom fires events when users interact with checklists. Forward these to PostHog for funnel analysis:

// Listen for checklist events and forward to PostHog
// Intercom does not expose granular checklist JS callbacks directly.
// Instead, track step completions via the same user attribute updates
// you use for auto-completion:
posthog.capture('wizard_step_completed', {
  step_name: 'connect_data_source',
  step_number: 3,
  checklist_id: CHECKLIST_ID,
  persona_type: userPersona
});

Handle checklist completion. When all steps are complete, trigger a celebration moment and next action:

// Check if all setup steps complete
Intercom('update', {
  setup_wizard_completed: true,
  setup_wizard_completed_at: new Date().toISOString()
});

// Show a congratulations in-app message (configure in Intercom)
// Trigger: setup_wizard_completed = true AND setup_wizard_celebrated != true

Use intercom-in-app-messages to show a completion banner that suggests the next high-value action.

Shareable checklist links. Generate a shareable checklist link from the Intercom dashboard for use in onboarding emails. Include the link in Loops email sequences so users can access their checklist from email:
```
https://app.intercom.com/checklist/{checklist_link_id}
```
This opens the checklist in the Messenger widget on your site.

Error Handling

Checklist not showing: Verify the user matches the audience rules. Check that Intercom Messenger is loaded on the page. Confirm the user's signed_up_at and other filter attributes are set correctly.
Steps not auto-completing: Verify the user attribute is updating in Intercom. Check the auto-completion rule matches the exact attribute name and expected value. Use Intercom's "Test as user" feature to debug.
Multiple checklists conflicting: Intercom shows one checklist at a time. If a user matches multiple checklist audiences, Intercom shows the most recently created one. Use mutually exclusive audience rules to prevent overlap.

Tool Alternatives

Appcues (appcues.com): Checklist and onboarding flow builder with no-code editor. API for programmatic control. Starts at $249/mo.
UserGuiding (userguiding.com): In-app checklists with auto-completion. Starts at $69/mo.
Userpilot (userpilot.com): Checklist widget with analytics. Starts at $249/mo.
Chameleon (chameleon.io): Launchers (checklist-like widgets) with deep targeting. Starts at $279/mo.
CommandBar (commandbar.com): AI-powered checklists and nudges. Usage-based pricing.

Create Checklists in Intercom

Instructions

Create Checklists in Intercom

Prerequisites

Steps

Error Handling

Tool Alternatives