Create Internal Process from Outbound Series | Community
Skip to main content

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?

 

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! ☺️

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:

 

 

Reply


Terms & Conditions