Skip to main content
Answered

Needing Help with Conversation Tags


  • New Participant
  • 1 reply

Hi, new to workflow and running into a bit of a roadblock. I am trying to route users that interacted with either the custom answers or FIN, and get them to a specific team using Tags and I am not getting the chats routed to the branches created. Are Tags a good use for routing interactions to specific teams or is there something else that would work better? 

Best answer by Jacob Cox

One thing to keep in mind when using branches in Workflows is that the branches work from top to bottom. So if you have 3 IF statements and and ELSE statement in your branches, the first branch that the conversation matches with is the one that it will take. So if it matches for branch 2 and branch 3, it will follow down the branch 2 path.

View original
Did this topic help you find an answer to your question?

2 replies

Forum|alt.badge.img+4
  • Intercom Team
  • 109 replies
  • February 9, 2024

Hi @Paco -- Cam from the Support Engineering team here. 

Looks like you’ve had a chat with my teammate Kendall in Messenger and managed to get this sorted out so I’ll leave you to it👍


Jacob Cox
Intercom Team
Forum|alt.badge.img+5
  • Sr. Technical Support Engineer
  • 441 replies
  • Answer
  • February 10, 2024

One thing to keep in mind when using branches in Workflows is that the branches work from top to bottom. So if you have 3 IF statements and and ELSE statement in your branches, the first branch that the conversation matches with is the one that it will take. So if it matches for branch 2 and branch 3, it will follow down the branch 2 path.


Reply


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings