Automating notes, tags, or AI summaries when a conversation is assigned to a team

Paul M11 · 2025-08-20T15:18:59+00:00

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 apply to. This ensures the workflow only runs if the conversation is currently assigned to the chosen team(s). Step 4: Build the workflowOnce you finish setting up the trigger and click Done, you'll be in the workflow builder. Click the + Add Step button to add an action. Add a note Click + Add step and select Add a note. Enter your Note content (e.g., instructions, reminders, or context for the team). Optionally, use @mentions to notify specific teammates or the team. Add a tag Click + Add step and select Tag conversation or Tag person. Choose or create the tags you want to apply for categorization or workflow tracking. Add an AI summary note Click + Add step and select Add summary note. This will insert an AI-generated summary of the conversation as an internal note (feature availability may depend on your Intercom plan). Step 5: Set the workflow liveYou have now configured the entire workflow. You will see an overview of the trigger and the corresponding actions. To activate it, simply click the Set live button. Your workflow is now active and ready to go.

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