You can take automated actions based on the CX Score a conversation receives. This allows your team to proactively follow-up on poor experiences, turn great support into advocacy, and automatically surface what matters to the right teams.
Notes:
This workflow will reopen conversations.
This workflow will not trigger while there is another active customer-facing workflow running in the conversation.
Get started
Go to Fin AI Agent > Workflows and click New workflow.
Choose Create from scratch and use the trigger "When a conversation receives a CX Score rating".
Note: Because CX Score coverage has expanded to include shorter/low-context conversations, this workflow may trigger more frequently than before.
You can configure actions based on the specific score received (1–5).
You'll also configure settings for:
Channels
Audience
Scheduling
Then, add your desired action for when the conditions are met.
FAQs
Does the CX Score workflow trigger start a new conversation or act within the same one?
Does the CX Score workflow trigger start a new conversation or act within the same one?
The workflow will fire in the same conversation that received the CX Score.
How long after a conversation is closed does the CX Score get assigned (and the workflow trigger)?
How long after a conversation is closed does the CX Score get assigned (and the workflow trigger)?
The CX Score is typically assigned within 2-3 hours after the conversation is closed, and the workflow will trigger shortly after that.
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