Hey @James Bradley! 

To create a workflow, you'll need to:

• Choose a trigger for the workflow, which could be when a customer starts a new conversation, clicks on a website element, or when a teammate changes the status of a conversation, among other options.
• Use the Workflows Builder, which is a visual interface where you can build your workflows. This includes a canvas for building and adding bot steps, a sidebar for configuring steps, and an inserter menu for creating the steps that make up your workflow.
• Additionally, you can enhance your customer support by using Custom Answers in Intercom. Custom Answers allow you to provide specific, consistent, and detailed responses to customer inquiries. They can include rich media, Custom Actions, Custom Objects, and Custom Apps. These can be prioritized over AI-generated responses to ensure customers receive the same response every time they ask a question. Custom Answers can also be suggested to customers in real-time as they type their questions in the Messenger, which can help them find solutions quickly and reduce the workload on your support team.

For more detailed guidance on setting up workflows and using Custom Answers, you can refer to the following resources:

Workflows explained
Custom Answers

Hopefully those guies help! Best of luck with the implementation