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The Workflow Recipe Book

Find out top tips from the Intercom Team on how to best set up and troubleshoot workflows

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8 Topics
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Employee
Paul M11Employee
posted in The Workflow Recipe Book
Auto reassign for unresponsive teammates

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇  Step 1: Start a new workflow Navigate to the Workflow section of your workspace here. Click the + New Workflow button, typically located in the top-right corner of the screen. From the options presented, choose to build your workflow from scratch.Select Create from scratch.  Step 2: Select your trigger Choose the Trigger from Internal process: If teammate has been unresponsive. This Trigger activates the Workflow every time a teammate stops replying, not just the first time. Step 3: Configure trigger rules Inactivity Timer: Set the inactivity timer to control how long to wait for a response from the customer before the workflow is triggered. Audience: Add filters for the conversations if you'd only like the workflow to trigger for certain conversa

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Joseph S.
Expert User ✨
P
Employee
Paul M11Employee
posted in The Workflow Recipe Book
Route conversations to a team inbox

This recipe will guide you through how to set up a Workflow that automatically routes conversations to a specific team based on your requirements. Check out the video walkthrough here on how to set up this Workflow. 👇    Step 1: Start a new Workflow Navigate to Fin AI Agent > Workflows. Click the + New Workflow button. From the options presented, choose to Create from scratch. Step 2: Select your trigger First, select the appropriate Category for your Workflow. For this case, you will choose Start of Conversation. Next, you will choose the specific trigger: When a customer sends their first message. Step 3: Define the audienceNow you need to specify & narrow down the audience by configuring the following: Channels: Choose the channels from which the conversation originates. Filters: Add any additional filters to further refine which conversations are included. Once you have configured your audience, confirm your selections with the Done button to proceed. Step 4: Build

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P
Employee
P
Employee
Paul M11Employee
posted in The Workflow Recipe Book
Notifying an internal Slack channel when a ticket is resolved

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇  Step 1: Start a New Workflow Navigate to the Workflow section of your workspace here. Click the + New Workflow button, typically located in the top-right corner of the screen. From the options presented, choose to build your workflow from scratch. Step 2: Select Your Trigger First, select the appropriate Category for your workflow.For this case, you will choose Tickets only. Next, you will choose the specific trigger: If teammate changes the state of a ticket Step 3: Define the AudienceNow you need to specify which tickets will trigger this workflow. You can narrow down the audience by configuring the following: Ticket Type: Select the specific type of ticket that should trigger this notification. Channels: Choose the channels from which the ti

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P
Employee
P
Employee
Paul M11Employee
posted in The Workflow Recipe Book
Notifying an internal Slack channel when a ticket is created

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇   Step 1: Start a New Workflow Navigate to the Workflow section of your workspace here. Click the + New Workflow button, typically located in the top-right corner of the screen. From the options presented, choose to build your workflow from scratch. Step 2: Select Your Trigger First, select the appropriate Category for your workflow.For this case, you will choose Tickets only. Next, you will choose the specific trigger: When a ticket is created. Step 3: Define the Audience Now you need to specify which tickets will trigger this workflow. You can narrow down the audience by configuring the following: Ticket Type: Select the specific type of ticket that should trigger this notification. Channels: Choose the channels from which the tickets originat

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P
Employee
P
Employee
Paul M11Employee
posted in The Workflow Recipe Book
Configuring and sending a CSAT survey when a conversation is closed

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇 Step 1: Start a New Workflow Navigate to the Workflow section of your workspace here. Click the + New Workflow button, typically located in the top-right corner of the screen. From the options presented, choose to build your workflow from scratch. Step 2: Select Your Trigger First, select the appropriate Category for your workflow. For this case, you will choose During conversation only. Next, you will choose the specific trigger: If teammate changes the conversation state. In the Trigger settings, select the Closed state. This ensures the workflow activates only when a teammate closes a conversation (not when a bot or Fin AI closes it).Step 3: Configure Audience Rules (Optional)Use the Audience section to set additional rules or conditions, su

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P
Employee
P
Employee
Paul M11Employee
posted in The Workflow Recipe Book
Conditional Logic & Trigger Configuration in Workflows

Trigger ConfigurationWhat It Is:Trigger Configuration is the process of defining the event or condition that initiates a Workflow. This is the starting point for any Workflow. Triggers can be based on user actions (like sending a message), system events (such as a ticket being created), or specific conversation attributes. Key Elements: Trigger Types: Examples include “Customer sends their first message,” “Teammate changes the conversation state,” “Customer has been unresponsive,” or “Customer visits a page.” Audience Rules: You can specify which Users, Leads, or Visitors the Workflow should apply to, using filters like user attributes, browser language, or capacity. Channel Selection: Choose where the Workflow should trigger (Web, iOS, Android, WhatsApp, Facebook, etc.). Scheduling: Set when the Workflow should be active (e.g., only during office hours). Goal Setting: For some Triggers, you can define a goal to measure the Workflow’s impact (e.g., conversion to a paid plan). ​

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P
Employee
P
Employee
Paul M11Employee
posted in The Workflow Recipe Book
Automating notes, tags, or AI summaries when a conversation is assigned to a team

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇  Step 1: Start a new workflow Navigate to Fin AI Agent > Workflows. Click the + New workflow button. From the options presented, choose to Create from scratch.  Step 2: Select your trigger First, select the appropriate Category for your workflow. For this case, you will choose During conversation. Next, you will choose the specific trigger: When customer sends any message. Note: This trigger activates the workflow every time a customer sends a message, not just the first message in a conversation. Step 3: Configure trigger rules Channels: Select which inbound channels (e.g., web, email, WhatsApp) you want this workflow to apply to. Audience: Add an audience rule for the "Team assigned". Select the specific team(s) you want this workflow to a

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P
Employee
P
Employee
Paul M11Employee
posted in The Workflow Recipe Book
Auto follow-up for unresponsive customers

This recipe will show how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇 Step 1: Start a New Workflow Go to the Workflows section in your Intercom workspace here. Click + New Workflow (usually at the top-right of the screen). Select Create from scratch.Step 2: Select Your Trigger Choose the Trigger from During Conversation: If customer has been unresponsive. This Trigger activates the Workflow every time a customer stops replying, not just the first time.Step 3: Configure Trigger Rules Inactivity Timer: Set the inactivity timer to control how long to wait for a response from the customer before the workflow is triggered. Audience: Add filters for the conversations if you'd only like the workflow to trigger for certain conversations This ensures the Workflow only runs if the conversation matches the filters. Channels: Select which Inb

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