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

1. Navigate to the Workflow section of your workspace here.

2. Click the + New Workflow button, typically located in the top-right corner of the screen.

3. From the options presented, choose to build your workflow from scratch.

Step 2: Select Your Trigger

1. First, select the appropriate Category for your workflow.

   For this case, you will choose During conversation only.

2. Next, you will choose the specific trigger: If teammate changes the conversation state.

   

3. 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, such as targeting only specific teams, channels, or conversation types if needed.

Step 4: Add the CSAT Rating Request

Click + Add Step.

Select Ask for conversation rating (this is Intercom’s built-in CSAT action).

You can place this action directly after the Trigger here or within a specific Workflow path.

Optionally, use predicates or branches to control when and for whom the CSAT survey is sent to.

Step 5: Add a Wait Step

Click on Rate Your Conversation once the step has been added.

Click to turn on ‘Wait for customers to give a rating before continuing the Workflow’ if you want the Workflow to continue after the rating has been added.

Optional Step: Add branches when the Wait step has been turned on

If you want the Workflow to continue after a conversation has been closed and rated to get more feedback for ratings under a certain threshold, you can use branches.

After the Wait step, add your Branch.

Configure each Branch to check for conditions such as ‘If Conversation Rating is less than Ok’ -> You can then add another step after this with a new message asking for more feedback

The second Branch would become ‘‘If Conversation Rating is More than ok’ -> You can then Close or add other follow-up actions.

Step 6: Set the Workflow Live

You have now configured the entire workflow. You will see an overview of the trigger and the corresponding action.

To activate it, simply click the Set it live button.

Your workflow is now active and will send CSAT surveys when a conversations are closed.