Workflow Block: Route by Content powered by Fin | Community
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I would love to have a block in Workflows where I can define a set of topics like:

  • Cancelation
  • Product Idea
  • Feedback
  • Return 
  • Other (always exists)
  • ….

 

Each one opens a new branch in the workflow. Which path the user is channeled through is decided by an AI content analysis with Fin. If Fin is not sure, it always uses “Other” as fallback branch.
 

This would really help qualifying the inbound message, and start follow up flows, route to Fin, route to Team etc,

​@PhilippHoo  check out the latest version of the AI Categorization beta, you can essentially do exactly what you want with this setup!

 

 

 

 

Hi there ​@PhilippHoo you're going to love this: Intercom is currently testing a beta feature called AI Category Detection that does exactly what you're asking for.

With it, Fin can:

  • Automatically analyze the content of a message

  • Detect the topic (like Cancellation, Feedback, Return, etc.)

  • Route the user down the correct branch in your Workflow

  • Fall back to an “Other” category when it’s unsure

You simply create a conversation data attribute with your categories (with descriptions and examples), and then add the AI category detection block to your Workflow. From there, you can branch and trigger follow-up logic based on the category Fin detects.

It works across all channels and even supports multiple languages!

The feature is in beta right now.

Let me know if you'd like help setting up your category list or building the Workflow logic, happy to help!

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