Guidance on how to set up different workflow triggers with rules and conditions and understand their prioritisation

  • 20 March 2024
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When creating a Workflow, there are multiple Triggers to choose from and it's important to note that once you chose a Trigger and set the Workflow live, you cannot change the Trigger type.

Each Trigger has a different purpose and there are 14 Triggers that can be used depending on if you are creating a Workflow for a Conversation or for a Ticket.

This article goes into more detail on what each trigger does and their common use cases 📄- 
https://www.intercom.com/help/en/articles/7434613-introducing-triggers-for-workflows

Your Workflows always run in sequential order. Customers only experience the first customer facing Workflow they match which is why we recommend having different audience rules in your targeting if you have multiple Workflows with the same trigger as if you have the same audiences and same triggers, only the first Workflow will fire.

You can read more on how to manage the order of your Workflows in this article below 👇

https://www.intercom.com/help/en/articles/7857645-managing-the-order-of-your-workflows

What I’ve noticed sometimes is a customer has a Workflow with a branch but the order is incorrect on the Workflow it matches so the first Workflow fires and the customer doesn't match the branch so the Workflow ends and never considers the other Workflow that would have worked for them if they didn't match the audience rule that was in the first Workflow.

Once a Workflow fires, only that Workflows rules and conditions will be considered which is why this is so important.

To apply rules in Workflows, you can then use the Apply Rules Action if you want to set conditions for specific actions. For example, if a user writes in and mention the words "cancel" or "refund", you can apply a specific action like mark as a priority, assign to a specific Inbox and Tag the conversation:

 

Here are the available Actions depending on your plan and you can also set conversation attributes if you use them:

You can read more on how to apply rules in this article- https://www.intercom.com/help/en/articles/7857898-build-inbox-automations-using-workflows?location=conversation

Workflows is super customisable and can handle various individual use cases. With 'Conditions', you can target users more effectively and can create specific workflows where if a user matches a particular condition, the workflow can change the route they are taking in accordance to your Workflow settings 🚀

As an example, you can set a condition to target users who recently provided a negative CSAT rating in a previous conversation so that their next conversation can be prioritised:

 

This can be useful if you want customers to take different paths within the same workflow. https://www.intercom.com/help/en/articles/7846212-using-branches-in-workflows

If you have a Workflow set up and a Basics bot set up, Workflows run before Basics so these conversations won't ask for CSAT for example from the Basics bot unless you’ve added this into your Workflow in the pathway like in the image below.
 



Hope this is useful information to know about how to set up Workflows with everything you want in the correct order.

 

 


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