Workflow to apply tag to person not conversation | Community
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Hi, 

I am stuck on a workflow automation which attempts to apply a tag to a person, rather than the specific conversation.  

Context:  We have some leads and customers who are requesting info for a specific student discount we offer. When these requests arrive, we set the ticket type to discount request. After this type has been set,  I want to automatically apply a tag to the person, not the conversation. I am easily able to tag the conversation, but tagging the person doesn’t work.    The goal is to tag the person, and then we can email this group as a cohort in future for new offers.  

This is the automation, and it doesn’t work atm: 

 


Any ideas what the blocker is?  Or how I should be doing this instead of above? 

Thanks very much for any help! 

Matt

 

​@Matthew_ My suggestion here would probably be to apply that detail to their profile as a Custom Data Attribute instead, this feels like it’s important information and would be helpful on their profile level and this should work without any issues. 

 

Hope this helps!

 

Hi! 👋

The issue is that most workflow automations in Intercom (or similar platforms) only target conversations, not users/people. That’s why your tag isn’t applying to the person — automations triggered by conversation events (like “ticket type = discount request”) can’t modify user-level data directly.

✅ Workaround options:

  1. Use a custom bot or series: Create a rule where when the ticket type = discount request, the bot adds a user tag (via a “tag user” action).

  2. Use the API: If you’re comfortable with the API, trigger a webhook that calls the “Tag user” endpoint when the condition is met.

  3. Manual or periodic automation: Run a recurring workflow that finds users with conversations tagged “discount_request” and applies the same tag to their user profile.

In short — you’re doing it right conceptually, but need a user-level trigger or API call since conversation-level automations can’t tag users directly.

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