Hey @Chevy .   Help Desk automations using Workflows can assign new conversations to a specific team or teammate based on criteria that you set. This criteria can consist of User attributes, the page the User/Lead is viewing, the channel the user started the conversation on or specific keywords in their initial message.

Before creating an automation with Workflows, you will want to make sure you have set up a team and have teammates assigned to that team —If you don't have a team already set up, go to Settings > General > Teams & roles. For a walkthrough in creating teams click here.

After you have your team set up you can begin creating assignment rules that will direct certain messages to the inboxes you have specified. Some examples of rules you can set up include:

• People writing in from your pricing page are routed to the "Sales" inbox

• Users with accounts spending more than a specified dollar amount are routed to a "VIP" inbox

• People using the keyword "bug" are routed to the Engineering team, the keyword "invoice" is routed to Billing, etc.

To create automations using Workflows, go to Automation > Workflows and click + New workflow in the top right.

You can use one of the prebuilt templates or build a Workflow from scratch by choosing a trigger. Common triggers to use for Help Desk automations are:

• Customer opens a new conversation in the Messenger

• Customer sends their first message

• Customer sends any message

Decide when this Workflow should trigger based on your criteria. For example, only trigger for Users on the Pro plan with a monthly spend greater than 500.

Now you can choose how these conversations will be assigned in the Workflow builder by adding an action and choosing Assign.

Instead of creating a new Workflow for each inbox automation or assignment rule, you can Apply rules to an existing Workflow which will check all paths and execute any actions which match the criteria you set.

Hey Bernice.

We already have teams set up, however for outbound emails we want to assign it to a team based on the email address. Example: if the email is sent from support@intercom.io , we want to assign it to the support intercom email inbox, however if the email is sent from banking@intercom.io , we want to assign the email to intercom banking email inbox. 
We have already explored the attributes, but we want it to be assigned based on the FROM email.