Improve your team efficiency further by using Workflows to target Switch customers specifically.
Automating with Workflows
Target your Switch customers specifically by copying the URL under Settings > Switch > Workflows on Switch.
Then click Set up Workflows and edit or duplicate an existing Workflow from new conversations.
In your Workflow trigger settings, go to Where to send, and add page rule where “Current page URL contains via.intercom.io”.
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 Help Desk
Now you can route Switch conversations straight to the right people and inbox in your Help Desk.
Apply rules to your Workflow path to use conditional branching.
Then 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
This rule works well alongside other existing attributes such as:
Phone - use ‘Starts with’ and the country code to route to specific country teams.
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:
💡Tip
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts