{"id":28906,"date":"2023-05-03T13:54:25","date_gmt":"2023-05-03T12:54:25","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28906"},"modified":"2023-05-03T13:54:25","modified_gmt":"2023-05-03T12:54:25","slug":"introducing-workflows-customer-service-automations","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/introducing-workflows-customer-service-automations\/","title":{"rendered":"Introducing Workflows \u2013 the mission control center for customer service automations"},"content":{"rendered":"<p>AI and automation will be invaluable tools for support teams in the next generation of customer service. Today, we\u2019re launching Workflows to all new customers, offering you a better way to build and manage automations at scale.<\/p>\n<p><span style=\"font-weight: 400;\">The arrival of a new generation of AI-powered tools for customer service, like <\/span><a href=\"https:\/\/www.intercom.com\/blog\/announcing-intercoms-new-ai-chatbot\/\"><span style=\"font-weight: 400;\">Intercom\u2019s AI bot Fin<\/span><\/a><span style=\"font-weight: 400;\">, will mean more customer queries than ever before are answered without the assistance of a support rep. This means support teams will have more time to focus on what they\u2019re best at \u2013 solving complex issues and delivering excellent customer service.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cNo matter where you are in your automation journey, Workflows offers opportunities to bring you to the next level\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">And it&#8217;s not just AI that is transforming customer service \u2013 powerful automation is key to reducing inbound support volume, increasing team efficiency, and creating happier customers. But building an automation strategy that realizes these benefits has traditionally been complex and time-consuming \u2013 identifying suitable triggers and creating the ideal combination of actions requires considerable effort to get right.<\/span><\/p>\n<p>That\u2019s why we built Workflows <span style=\"font-weight: 400;\">\u2013 your mission control for automations<\/span>.<\/p>\n<p><span style=\"font-weight: 400;\">Workflows makes it easy for your team to build and manage powerful automations with bots, triggers, conditions, and rules that create amazing customer and teammate experiences \u2013 all in one intuitive visual builder. As of today, it&#8217;s available to all new customers, and will be coming to existing customers very soon.\u00a0<\/span><\/p>\n<p><script src=\"https:\/\/fast.wistia.com\/embed\/medias\/omugkzxtqj.jsonp\" async><\/script><script src=\"https:\/\/fast.wistia.com\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<div class=\"wistia_responsive_padding\" style=\"padding: 50.0% 0 0 0; position: relative;\">\n<div class=\"wistia_responsive_wrapper\" style=\"height: 100%; left: 0; position: absolute; top: 0; width: 100%;\">\n<div class=\"wistia_embed wistia_async_omugkzxtqj seo=false videoFoam=true\" style=\"height: 100%; position: relative; width: 100%;\"><\/div>\n<\/div>\n<\/div>\n<p><span style=\"font-weight: 400;\">Create automation sequences that eliminate repetitive or predictable tasks such as routing or closing out conversations. Ultimately, Workflows will help you increase self-serve resolutions and scale your team\u2019s performance without increasing workload or headcount.<\/span><\/p>\n<h2 id=\"whats-makes-workflows-so-powerful\"><span style=\"font-weight: 400;\">What\u2019s makes Workflows so powerful?<\/span><\/h2>\n<p><b>No code needed: <\/b><span style=\"font-weight: 400;\">With intuitive building blocks and a point-and-click interface, Workflows makes it possible for anyone to build and deploy automations in minutes \u2013\u00a0whatever their level of technical skill. <\/span><\/p>\n<p><b>Powerful and flexible: <\/b><span style=\"font-weight: 400;\">Design and customize self-serve journeys that work for your customers \u2013 and your team \u2013 using Workflows\u2019 enhanced toolkit of conditions, actions, and triggers. You decide where automation support begins and ends \u2013 and when it\u2019s time for a seamless handoff to your team.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28907 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/building-blocks-for-automation.jpg\" alt=\"building blocks for automation\" width=\"1200\" height=\"563\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/building-blocks-for-automation.jpg 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/building-blocks-for-automation-300x141.jpg 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/building-blocks-for-automation-700x328.jpg 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/building-blocks-for-automation-768x360.jpg 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/building-blocks-for-automation-600x282.jpg 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<p><b>Increased team efficiency: <\/b><span style=\"font-weight: 400;\">No matter where you are in your automation journey, Workflows offers opportunities to quickly and easily automate away repetitive or predictable tasks. Use the visual builder to create automations to triage, route, tag, snooze, and eventually close out conversations \u2013 introducing seamless efficiency at every stage of your customer support experience.<\/span><\/p>\n<p><b>All your automations in one place: <\/b><span style=\"font-weight: 400;\">Workflows brings all of your support automations and bots together to make it easier than ever for your team to manage, build, and deploy all of your bots and automations.\u00a0<\/span><\/p>\n<p><b>Easy to scale:<\/b><span style=\"font-weight: 400;\"> Meet your customers where they are with Workflows&#8217; multilingual and omnichannel automations that can resolve your customers\u2019 issues in 43 supported languages, across Intercom&#8217;s Messenger, WhatsApp, SMS, email, social media, and more with just a few clicks.<\/span><\/p>\n<h2 id=\"get-started-with-workflows-templates-and-build-powerful-automations-to-drive-outcomes-that-matter\"><span style=\"font-weight: 400;\">Get started with Workflows templates \u2013 and build powerful automations to drive outcomes that matter<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re thinking, \u201cSounds great but where do I begin?\u201d, then don\u2019t worry! Workflows offers lots of ready-to-use templates that support a wide range of priority use cases. Let\u2019s take a look at a few of the most popular templates and the metrics they can impact for your team. <\/span><\/p>\n<h3><b>1) Increase efficiency by directly routing customers to the relevant support team<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Triage your customers based on their type, language, activity, or any other attribute \u2013 so they can speak to the person best suited to help them, right away.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28917\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Route-customers-to-the-relevant-support-team.png\" alt=\"Route customers to the relevant support team\" width=\"2764\" height=\"1662\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Route-customers-to-the-relevant-support-team.png 2764w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Route-customers-to-the-relevant-support-team-300x180.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Route-customers-to-the-relevant-support-team-700x421.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Route-customers-to-the-relevant-support-team-768x462.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Route-customers-to-the-relevant-support-team-1536x924.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Route-customers-to-the-relevant-support-team-2048x1231.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Route-customers-to-the-relevant-support-team-600x361.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Route-customers-to-the-relevant-support-team-1400x842.png 1400w\" sizes=\"auto, (max-width: 2764px) 100vw, 2764px\" \/><\/p>\n<p><strong>Metrics influenced: <\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">CSAT<\/span><\/li>\n<li><span style=\"font-weight: 400;\">First response time<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Time to resolution<\/span><\/li>\n<li><span style=\"font-weight: 400;\">First contact resolution<\/span><\/li>\n<\/ul>\n<h3><b>2) Streamline your inbox by following up with inactive customers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Following up with inactive customers can be a time-consuming task. Use this template to automate the process, sending an auto-generated reminder to inactive customers \u2013 reminding them that you\u2019re still there to resolve their issue, while managing your backlog more effectively.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28918\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Follow-up-with-inactive-customers.png\" alt=\"Follow up with inactive customers\" width=\"2110\" height=\"1680\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Follow-up-with-inactive-customers.png 2110w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Follow-up-with-inactive-customers-300x239.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Follow-up-with-inactive-customers-700x557.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Follow-up-with-inactive-customers-768x611.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Follow-up-with-inactive-customers-1536x1223.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Follow-up-with-inactive-customers-2048x1631.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Follow-up-with-inactive-customers-600x478.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Follow-up-with-inactive-customers-1400x1115.png 1400w\" sizes=\"auto, (max-width: 2110px) 100vw, 2110px\" \/><\/p>\n<p><strong>Metrics influenced: <\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Time to resolution<\/span><\/li>\n<li><span style=\"font-weight: 400;\">CSAT<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Ticket volume<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Res<\/span><span style=\"font-weight: 400;\">olution rate<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Reduced backlog<\/span><\/li>\n<\/ul>\n<h3><b>3) Optimize customer experience by prioritizing conversations waiting for a teammate reply<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Don\u2019t let conversations slip through the cracks. Implementing this workflow means customers that have been waiting a while for a response will automatically receive a message letting them know your team is busy; and the conversation will be marked as priority so you can get to it as soon as possible.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28919\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Prioritize-conversations-waiting-for-a-teammate-reply.png\" alt=\"Prioritize conversations waiting for a teammate reply\" width=\"2176\" height=\"1090\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Prioritize-conversations-waiting-for-a-teammate-reply.png 2176w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Prioritize-conversations-waiting-for-a-teammate-reply-300x150.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Prioritize-conversations-waiting-for-a-teammate-reply-700x351.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Prioritize-conversations-waiting-for-a-teammate-reply-768x385.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Prioritize-conversations-waiting-for-a-teammate-reply-1536x769.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Prioritize-conversations-waiting-for-a-teammate-reply-2048x1026.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Prioritize-conversations-waiting-for-a-teammate-reply-600x301.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Prioritize-conversations-waiting-for-a-teammate-reply-1400x701.png 1400w\" sizes=\"auto, (max-width: 2176px) 100vw, 2176px\" \/><\/p>\n<p><strong>Metrics influenced: <\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Time to resolution<\/span><\/li>\n<li><span style=\"font-weight: 400;\">CSAT<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Resolution rate<\/span><\/li>\n<\/ul>\n<h3><b>4) Meet your customers where they are by providing support from a button on your website<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Make sure your customer immediately gets the support they need by directing them to the relevant team based on the button or link they click on your website.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28924\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3.png\" alt=\"Provide support from a button on your website\" width=\"2000\" height=\"932\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3.png 2000w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3-300x140.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3-700x326.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3-768x358.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3-1536x716.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3-1200x560.png 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3-1800x840.png 1800w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3-600x280.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Provide-support-from-a-button-on-your-website-3-1400x652.png 1400w\" sizes=\"auto, (max-width: 2000px) 100vw, 2000px\" \/><\/p>\n<p><strong>Metrics influenced: <\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">CSAT<\/span><\/li>\n<li><span style=\"font-weight: 400;\">First contact resolution<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Time to resolution<\/span><\/li>\n<\/ul>\n<h3><b>5) Organize conversations by tagging queries that contain specific keywords<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Use tags to categorize conversations by topic, monitor and report on queries relating to a specific issue, or prioritize conversations by type of customer, type of issue, or whatever makes sense for your team.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28922\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Tag-conversations-that-contain-specific-keywords.png\" alt=\"Tag conversations that contain specific keywords\" width=\"2250\" height=\"1040\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Tag-conversations-that-contain-specific-keywords.png 2250w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Tag-conversations-that-contain-specific-keywords-300x139.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Tag-conversations-that-contain-specific-keywords-700x324.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Tag-conversations-that-contain-specific-keywords-768x355.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Tag-conversations-that-contain-specific-keywords-1536x710.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Tag-conversations-that-contain-specific-keywords-2048x947.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Tag-conversations-that-contain-specific-keywords-600x277.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/05\/Tag-conversations-that-contain-specific-keywords-1400x647.png 1400w\" sizes=\"auto, (max-width: 2250px) 100vw, 2250px\" \/><\/p>\n<p><strong>Metrics influenced: <\/strong><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">CSAT<\/span><\/li>\n<li><span style=\"font-weight: 400;\">First response time<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Resolution rate<\/span><\/li>\n<\/ul>\n<p class=\"inline-cta-quote\"><a href=\"https:\/\/www.intercom.com\/blog\/\" target=\"_blank\" rel=\"noopener\">Workflows makes automation simpler, faster, and more flexible. Find out more about how automation can take your customer experience to the next level<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>AI and automation will be invaluable partners to support teams in the next generation of customer service. Today, we\u2019re introducing Workflows: a better way to build and manage automations at scale.<\/p>\n","protected":false},"author":470,"featured_media":28914,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[4],"tags":[11948,529],"coauthors":[24825,24955],"class_list":["post-28906","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-automation","tag-product-launch"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Introducing Workflows \u2013 mission control for support automations<\/title>\n<meta name=\"description\" content=\"Automation is crucial to the future of customer service. We\u2019re introducing Workflows: a better way to build and manage automations at scale.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/introducing-workflows-customer-service-automations\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Introducing Workflows \u2013 the mission control center for customer service automations\" \/>\n<meta property=\"og:description\" content=\"Automation is crucial to the future of customer service. 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