How to Optimize Intercom Workflows for a Small Team?

Question

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

Jacques Reynolds · Accepted Answer

Hey @johntyson👋 Jacques here from support engineering with Intercom.To set up effective and simple workflows in Intercom for a small team, a place to start would bedefining a clear intent and goals for your workflows. Focus on solving specific problems and identify the most common questions or tasks that can be automated. Keep the workflows simple at first and prioritize the customer experience you want to deliver.For organizing your team and minimizing manual tasks, you can use Help Desk automations within Workflows to assign new conversations to specific teams or teammates based on set criteria. This can include user attributes, the page they are viewing, the channel they started the conversation on, or specific keywords in their initial message. Before creating these automations, ensure you have set up your team and assigned teammates to it. You can then create assignment rules to direct messages to the appropriate inboxes, such as routing messages from your pricing page to the "Sales" inbox or using keywords like "bug" to route to the Engineering team. To create these automations, go to Automation > Workflows and click "+ New workflow".Remember, instead of creating a new workflow for each inbox automation or assignment rule, you can apply rules to an one workflow, which will check all paths and execute any actions that match the criteria you set. This would helps keep the system streamlined and efficient.Here is some documentation to help you get started:Get started with the Help DeskWorkflows best practicesUsing the workflows builderOrganize Help Desk by teamsHope this helps!

Gabekressel · Answer

Keep it simple.Use basic workflows like auto-assigning chats based on tags, setting up canned responses, and automating follow-ups. Inbox rules help keep things organized, and chatbots can handle FAQs. Try not to overload with features - start small and tweak as you go.

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