Can workflows in Intercom handle conditional branching?

Question

Can workflows in Intercom handle conditional branching? I'm looking to create workflows that adapt based on user behavior or attributes. For example checkout, if a user clicks a specific link, they should receive one message, but if they don't, a follow-up should be sent instead. Does Intercom support this kind of dynamic flow? If yes, how can I set it up effectively? Any tips or best practices for conditional workflows would be appreciated!

Milan · Accepted Answer

Hello ​@croftbarrowAre you looking for those messages to be part of the same conversation (hence, you’ll need workflows, chatbot)?Or, it can be different messages, independently sent (hence, you can either use Series or just independent messages)?Either way, this can be done, and I’ll show you how to do it via workflows and branching. You should use Current page URL attribute. See this example:I guess it is easy to understand but if not, feel free to ask.This should be tested, of course, as I’m not entirely sure how fast Intercom attribute is updated. But you can also add some wait before the branching.Hope that helps!

Fario Consulting · Answer

Hi,I would suggest that you look into using Intercom's Series feature

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