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Create Internal Process from Outbound Series

  • July 2, 2025
  • 3 replies
  • 343 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! ☺️

    3 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:

     

     

    F
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    • fovibo
    • Active User
    • February 16, 2026

    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, and while looking into solutions online, I also came across the jenny mod official download, 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?

     

    Yes, you can do this with a workflow: set the trigger when a contact reaches the tagged message, add a condition to check if they haven’t booked a call, and then assign a task to your team with a note for follow-up.

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