Switch lets customers request a callback and continue the conversation over chat. You can improve team efficiency further by using Workflows to target these Switch conversations specifically — routing them to the right team, applying SLAs, and automating responses.
Note: Switch must be installed and configured in Settings > Channels > Switch before you can use these Workflows.
Set up a Workflow for Switch conversations
1. Copy the URL under Settings > Channels > Switch > Workflows on Switch.
2. Click Set up Workflows and edit or duplicate an existing Workflow from new conversations.
3. In your Workflow trigger settings, go to Where to send, and add page rule where “Current page URL contains via.intercom.io”.
Note: When you use a Workflow to target customers that Switch, make sure this Workflow is ordered higher in priority than other Workflows so that it will trigger.
Workflows will trigger for Switched conversations even without targeting them specifically. So if you have Workflows that target users or leads, any bot messages contained in the Workflows will appear in the Switch conversation automatically.
Route Switch conversations to the right team
Now you can route Switch conversations straight to the right people and inbox.
1. Apply rules to your Workflow path to use conditional branching.
2. Add a condition using the "From Phone Switch" attribute, such as:
IF From Phone Switch is true
THEN Assign to Tier 1 Support and Apply SLA Tier 1 Support
The From Phone Switch condition also works well alongside other attributes, such as:
Phone - use ‘Starts with’ and the country code to route to specific country teams.
Conversation Data Attributes (CDAs) - to route based on specific attributes (if you used the API installation for Switch).
For example, if you wanted to route all Spanish customers to your Spanish Support team, you could use the following attributes:
Once your Workflow is configured, click Save then Set live to start routing Switch conversations automatically.
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