Hey @Graziela  Jacques here from Support Engineering in Intercom. 

I’m sorry to hear you’re finding it difficult to navigate our Workflows feature! Let me try clearing some things up for you here.

There are 2 components of Workflows:

• Triggers: For a workflow to send, you first choose its trigger. This can be when a customer starts a new conversation, if they click on a website element, if a teammate changes the status of a conversation and many more.

• Workflows Builder: This is the visual interface where you build Workflows. The Workflows Builder contains the canvas where you can build and add bot steps, the sidebar where you can configure steps and the inserter menu where you can build the steps that become a workflow.

Check out these article for more information

• Workflows best practices
• Using the workflows builder
• How to trigger a workflow

Hope this helps!