This article will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team.
Check out the video walkthrough here on how to set up this workflow. 👇
Step 1: Start a New Workflow
Navigate to the Workflow section of your workspace here.
Click the + New Workflow button, typically located in the top-right corner of the screen.
From the options presented, choose to build your workflow from scratch.
Step 2: Select Your Trigger
First, select the appropriate Category for your workflow.
For this case, you will choose During conversation only.
Next, you will choose the specific trigger: If teammate changes the conversation state.
In the Trigger settings, select the Closed state.
This ensures the workflow activates only when a teammate closes a conversation (not when a bot or Fin AI closes it).
Step 3: Configure Audience Rules (Optional)
Use the Audience section to set additional rules or conditions, such as targeting only specific teams, channels, or conversation types if needed. Consider using Boolean attributes or specific tags to more precisely define which conversations should trigger CSAT requests. This provides greater control over audience targeting.
Step 4: Add the CSAT Rating Request
Click + Add Step.
Select Ask for conversation rating (this is Intercom’s built-in CSAT action).
You can place this action directly after the Trigger here or within a specific Workflow path.
Optionally, use predicates or branches to control when and for whom the CSAT survey is sent to. To manage repeated CSAT sends effectively, you can remove the "Conversation rating requested is false" rule from your manual workflow. However, be mindful of user frustration from frequent requests and test these changes with a small group first.
Step 5: Add a Wait Step
Click on Rate Your Conversation once the step has been added.
Click to turn on ‘Wait for customers to give a rating before continuing the Workflow’ if you want the Workflow to continue after the rating has been added. Additionally, you can enable the 'Prevent customers from changing their initial rating after a period of time' to prevent customers from changing their CSAT rating after a set time.
Optional Step: Add branches when the Wait step has been turned on
If you want the Workflow to continue after a conversation has been closed and rated to get more feedback for ratings under a certain threshold, you can use branches. When setting up branching, ensure each path in your workflow accounts for potential overlaps with other workflows to prevent conflicting actions or misattributed ratings.
After the Wait step, add your Branch.
Configure each Branch to check for conditions such as ‘If Conversation Rating is less than Ok’ -> You can then add another step after this with a new message asking for more feedback
The second Branch would become ‘‘If Conversation Rating is More than ok’ -> You can then Close or add other follow-up actions.
Step 6: Set the Workflow Live
You have now configured the entire workflow. You will see an overview of the trigger and the corresponding action.
To activate it, simply click the Set it live button.
Your workflow is now active and will send CSAT surveys when a conversations are closed. To avoid survey-related emails crowding your support inbox, configure workflow rules to redirect these messages to an alternate queue or auto-resolve them. If CSAT surveys fail to send, check for missing configurations in the workflow path, such as settings for automated paths or rules that prevent new surveys if one has already been sent.
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