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Create Internal Process from Outbound Series

  • July 2, 2025
  • 4 replies
  • 587 views
S

Hey, I am looking to create an internal process for one of our teams based on when a user reaches a point in an outbound messaging series and have hit a wall. 

In the series I have a message encouraging a customer to book a call, when they get this message, if they haven’t booked I want to trigger an internal process where a member of our team proactively calls the customer. I have added a tag to this message, however I don’t know how to assign a task to my team to do the follow-up action. 

 

Not sure if this can be done via a workflow eg. Person Tagged “X” > Assign To “X Team” > Add Note

 

Can anyone help?

 

Best answer by Emilygav

Hey ​@Sarah Murray! Emily here from Support Engineering at Intercom 👋🏼

 

You can automate internal follow-up actions in Intercom using Workflows triggered by tags applied in a Series. Here’s how you might set this up! 👇

 

Create a Workflow by going to AI & Automation > Workflows and clicking + New workflow.
Set the trigger to when a person is tagged (e.g., when your Series applies the tag after the message encouraging a call).


Add actions in the Workflow to:
• Assign the conversation to a specific teammate or team for follow-up.
• Optionally, tag the conversation or person for tracking.
• You can also add a note or use other actions as needed.


This process allows you to route follow-up tasks to your team automatically when a customer reaches a certain point in your Series and hasn’t booked a call.

 

Hope this helps Sarah! ☺️

    4 replies

    Emilygav
    Intercom Team
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    • EmilygavIntercom Team
    • Intercom Team
    • Answer
    • July 11, 2025

    Hey ​@Sarah Murray! Emily here from Support Engineering at Intercom 👋🏼

     

    You can automate internal follow-up actions in Intercom using Workflows triggered by tags applied in a Series. Here’s how you might set this up! 👇

     

    Create a Workflow by going to AI & Automation > Workflows and clicking + New workflow.
    Set the trigger to when a person is tagged (e.g., when your Series applies the tag after the message encouraging a call).


    Add actions in the Workflow to:
    • Assign the conversation to a specific teammate or team for follow-up.
    • Optionally, tag the conversation or person for tracking.
    • You can also add a note or use other actions as needed.


    This process allows you to route follow-up tasks to your team automatically when a customer reaches a certain point in your Series and hasn’t booked a call.

     

    Hope this helps Sarah! ☺️

    S
    • Sarah Murray
    • Author
    • New Participant
    • July 11, 2025

    Hey ​@Emilygav ,

     

    Thank you for getting back to me however there doesn’t appear to be an option for me to start a workflow based on when a person is tagged unless I’m being silly. These are the only options I have:

     

     

    K

    ​@Sarah Murray my team is having the same exact issue. It comes down to the fact that conversations cannot be automatically created via a tag. What we have done to solve for this is create a “Call Needed” tag that is assigned to the person at the end of the series. Then, in the “Contacts” section of IC, you can filter for that tag and call those people as needed. Once the call has been made, the tag should be removed and replaced with “Call Completed”. That way the person will drop out of the view.

     

    It is not the best process and certainly not scalable, but it works for now. Ideally, we would be able to create an internal conversation at the end of a series and assign that conversation to a person who will do the following up/appropriate action. We are also looking into options to use webhooks or integrate with third party platforms to send an email, thus creating a conversation back in IC.

    Hope this helps!

    S
    Intercom Team
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    Hi ​@Sarah Murray, Seán here from the Fin technical support team 👋

     

    Thanks for raising this, what you’re trying to do makes sense, but there are a couple of important limitations in how Series and Workflows behave today. A tag block in Series can automatically tag or untag users as they move through the series, and those tags can then be used for things like segments, reporting, or custom Help Desk views. 

     

    The main limitation is that there isn’t a native way to use “tag applied in a Series” as its own standalone trigger to automatically create and assign a new internal conversation/task for a teammate. Workflow automation is still based around choosing a supported trigger first, and then using audience rules/conditions from there. 

     

    So in practice, the workaround ​@Kailey Buxbaum  described is the closest native option today: use a Series tag such as “Call needed”, then have the team work from a filtered Contacts list/segment/view, and remove or swap the tag once the follow-up is complete. 

     

    One other thing worth calling out: if you’re tagging the outbound message itself, that tag is only used to organize the message in Outbound, it won’t automatically apply to the resulting conversation. If you need tagging to drive downstream behaviour, it’s better to use a Series tag block (for the person) or a Workflow “tag conversation” action where a conversation already exists.



    So this is currently a product limitation but that said, we always love hearing what our customers want, and the best place to share feedback like this is our Community Product Wishlist. I'd recommend searching there first to see if a similar request already exists, and if it does you can upvote it or add your comments. If not, you can create a new one here: Product Wishlist.

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