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Customer opens a new conversation in the Messenger
Customer opens a new conversation in the Messenger

How to triage new inbound conversations with Workflows for faster, more personal support.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Trigger a Workflow when a customer opens a new conversation in the Messenger and accelerate your support by automating these initial interactions.

Customers will be able to choose from suggested replies that you’ve defined. They can clarify why they’re getting in touch, and provide extra info without needing to wait for a response, or take up your team’s time.

To create, edit and set Workflows live you must have permission to send messages to more than one person at a time and both Automation permissions.

For example, if you know most of your conversations are support requests, feature requests, and bug reports you could create quick replies for these three options. Your bot will then collect any extra info you need and route them to the right team.

If your suggested replies don't match a customer's issue, you can still give them the option to write a reply in the composer.

Get started

Go to Automation > Workflows and click New workflow.

You can either get started quickly with a prebuilt template such as "Triage issues and assign to different teams".

Or, click Create from scratch to build your own Workflow using the trigger "Customer opens a new conversation in the Messenger".

Prebuilt templates can also be customized to suit your needs, but they give you a framework to start with.

Trigger rules and scheduling

Choose when to trigger your Workflow

You can add page rules to only trigger a Workflow if a user is visiting a certain page. This allows you to give your users the most relevant options, in any context.

For example, if you choose Web as your channel, you can add a page rule so your bot only triggers on conversations started from the pricing page:

Learn more about configuring your trigger settings.

Choose your audience

You can target users based on any data you track about them. For example, you could add an audience rule that targets free users and then include replies to help with signing up.

Learn how to combine multiple rules using And / Or filters if you need more specific audience targeting.

Schedule your bot

Control when customers see your Workflow by setting up Frequency and scheduling.

This will help your team manage conversation volume during busy periods. Or, you could show bots outside of office hours so customers help themselves while you’re away.

Learn more about scheduling Workflows.

Once you've finished setting up your trigger rules, click Save and close to start building your Workflow.

Build your Workflow

Add a title

Your title should accurately describe your Workflow's function, so your teammates can easily understand its purpose.

Add or edit the welcome message and reply buttons

Start your first path with a clear question explaining the options your customers will see. Simply click on a reply button to edit the text.

You don’t need to cover every possible scenario, as customers can still write a reply in the composer if none of your suggested replies cover their question.

However, if you'd like to prevent customers from replying directly, you can choose to toggle off the option to Let customer type.

This option will only apply in your mobile app with mobile SDKs v6.1.0 and higher.

Add new paths

Now, you can direct users down new paths based on their replies. Each path lets you collect all the right information to help your customers.

Just click on an arrow beside each reply button to add a new path.

These paths can ask for more information, or even provide quick answers to common questions, like this example which directs your customer to a path with specific steps to export their data:

When asking for more information you can allow your customers to type freely (or attach images), or collect data as a standard or custom attribute. Just click the + icon below the message.

Attributes can only be added once by your customer. If a value already exists for the attribute, only a teammate can change it.

Build customized follow up actions

At the end of each path, you can choose to continue a Workflow with more reply buttons to direct users onto a new path, or end with follow up actions. Just click the + icon at the bottom of a path, and go to the Add action section or search for the action you need.

You can add as many follow up actions as you like. For example, if a user selects "I want to submit a bug report", and has gone down a path to provide details, you could:

  • Assign the conversation to your Customer Support Engineers,

  • Tag the conversation as a Bug report, and

  • Mark the conversation as priority.

You can also add conditional branches based on the data your Workflow collects.

Check for errors

When you've finished, check and fix any path errors. These will be highlighted in red on the canvas and you can easily get to them from the List of paths.

Set it live

When you're ready, scroll back to the top where you can preview your Workflow, save and close the builder, or set it live 🎉

You'll need to save a Workflow before you can preview it for the first time.

How do Workflows work alongside other bots and automations?

Fin AI Agent and Suggested help articles

If you use Fin AI Agent, or the ‘Suggest help articles’ task bot, they will only send if your customer skips the quick replies you’ve defined and writes a new message in the composer.

Conversation ratings

If you have conversation ratings enabled for users, Workflow messages are included in the word count required to trigger conversation ratings. If the conversation matches all the minimum requirements, then a conversation rating will send when it’s closed.

Service level agreements (SLAs) and First response time

Your team’s first response time, and SLA calculations will include the time that users spend interacting with Workflows by default. You can exclude time spent interacting with a bot from your SLAs by enabling the dedicated bot inbox. Learn how to enable the bot inbox here.

Other ways to triage conversations

Workflows are perfect for triaging support questions, but there are more situations where you can use Workflows to give your customers the best possible experience:

High-level categorization

If your company offers multiple products or services, a Workflow can help your customers self-select which product they need help with. That way, the teammate who picks up the conversation will already have this context.

Surface contextual information about an event, update, or outage

There are many things that can cause a surge in certain questions, like changes to your product’s layout, time sensitive events, or even an outage. With a Workflow you can proactively address these questions and share the answers up front.


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