Workflows and Branching Help

Question

I'm creating a workflow for our website widget for our sales team. Once I welcome a lead and visitor, I've asked to gather their contact info. I now want to add a branch that 1) goes to the sales team and the lead can chat live during office hours 2) if the team can't answer, or it's outside office hours, then they can choose a reply button with a topic and schedule a call. I'm stuck at the branch part. Can anyone assist? The options are endless and Im guessing I need to create a rule???

Nurit · Accepted Answer

You can use the "office hours"and "Team Capacity" filters in branches. If it is during office hours and the team is available (based on the capacity limit you set for each teammate and their status), the conversation will be assigned.If those conditions are not met, customers will be directed to schedule a call.If you are using a meeting scheduling app that integrates with Intercom, such as Calendly or Google Calendar, you can also set it up to keep customers engaged within the Messenger (use“send an app” in the else branch after integrating the app with Intercom).

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded