Using Apply rules step in Workflows to tag conversations based on specific keywords

Hello Intercom community,

Pavel here, Engineering manager from Automation group at Intercom. 

We recently shipped the “Apply rules” step to our Workflows. This step is essentially a “case” statement that allows to apply multiple sets of actions based on specific conditions for each set.

What I wanted to share in this post is how well this step handles a very popular use case of tagging conversations based on keywords.

Before this release you could do it only using rules, and you had to create a rule per each keyword. Now you can do the same work in Workflows using just one Workflow.

Here’s how it works: 

1. Go to Workflows and find “After a customer sends any message trigger”

2. Add the “Apply rules” step​

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3. Set up keywords/tags pairs

4. Set your Workflow live!

Hope it helps!
 

Cheers,

Pavel