The Workflows builder is a canvas for you to see the entire workflow in one view. Create and edit messages, actions, and conditions with ease, then connect them together with path arrows.
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.
Configure the trigger settings
The first block in the Workflows builder is the trigger you selected. Click on this block to configure the trigger settings.
You can't change the type of trigger here, you'll need to create a new Workflow and choose a different trigger.
This is where you'll be able to configure the channel, audience rules, frequency and scheduling, and the goal for this workflow.
Navigating a Workflow
From the view page, you can see the trigger and a list of paths. From here, you can zoom in and out, pan, and recenter to bring the first path into view using the navigation at the bottom of the canvas.
Access these controls from the bottom left of the canvas, or with keystrokes:
Hold Spacebar then click and drag to move around the canvas.
Use Command (Ctrl) + to zoom in, or Command (Ctrl) - to zoom out
You cannot click and drag to move the pathways in the Workflow. All new steps will be created in a neat and organized way.
You’ll be able to see the paths of each Workflow laid out horizontally on the canvas, connected to each other with a path arrow.
Navigate to a path quickly by viewing the List of paths at the bottom of the canvas.
This list will also show a red warning sign and highlight any paths with errors to fix.
Use “Go to” buttons to move seamlessly between paths in the canvas. Simply hover over a connector (arrow line), the path, or a reply button, and a blue arrow button will appear.
Instantly tidy up your Workflow with the "Tidy up the canvas" button 
at the bottom of the canvas.
Paths may jump between columns after clicking this button or refreshing the page. This is because positions are only calculated when the Workflow loads, and not on every Workflow change.
Building a Workflow from scratch
Adding a path from the first block
Every trigger will always start a new path on the canvas. To begin your workflow, you can customize the reply buttons or start by adding actions.
The first path will change slightly depending on the trigger you selected.
Click one of the path arrows and choose how to continue from a panel of possible messages, actions, and conditions:
This creates a new path with a connecting arrow:
The first path of a workflow has constraints on the different messages and actions which can be used.
Adding a message, action or condition within an existing path
Add further messages, actions, or conditions within a path by clicking 'Add step':
Add content to path
Choose from 8 different messages types:
Send Bot Message
Collect data (custom attribute to save to users profile or conversation data)
Pass to a reusable workflow
Let Fin answer
Show expected reply time
Collect customer reply (let the customer type)
Send Ticket
Send an app.
After selecting your message type, edit the message directly on the canvas. Insert attributes or add emojis, GIFs, articles, images, attachments and tours to the text box.
If the message is empty or has an error, it will be highlighted in red for you to clearly see and take action.
Proceed to another path
You can also proceed to another path using:
Reply buttons,
Add actions
You’ll have the option to add a number of conversation actions to your path. These are not customer-facing and will run in the background.
Apply rules
Tag conversation
Tag person
Assign conversation
Snooze
Wait
Mark as priority
Apply SLA
Disable customer reply
Close conversation
Set conversation data (predefined)
Add integration action (predefined)
If you’ve added an action and left it empty or it has an error, it will be highlighted in red for you to clearly see and take action.
Add conditional branches to a Workflow
With Branches, you can configure a Workflow to continue to the relevant path depending on specific conditions. To set up branching, click the plus icon below a path or create a new path from an arrow and select Branches.
Then click on Missing condition to add your conditions:
Now you can route to the correct path based on the condition(s). For example, if customer is VIP then route to “Tier 1 Support”, else provide answers from the Help Center:
It's possible to add multiple conditions to a path by clicking the plus icon below an existing branch. When a conversation matches multiple branches simultaneously, it will proceed down the first matching branch from top to bottom — the remaining branches will not be checked.
Pro tip: Place more specific assignment rules (e.g., individual teammate assignments) higher in the branch order than general catch-all rules (e.g., team assignments). Because the workflow executes the first matching branch, a catch-all placed too high will capture conversations that should have matched a more specific rule below it.
You can also use conversation tag predicate in conditional branches in order to navigate to different paths if a certain tag has been assigned to the conversation.
There is the option to Remove person tag or Remove conversation tag in your Workflow. This action allows you to remove a tag that is already assigned to the person or conversation.
Deleting a path
To delete a path, click on the three dots in the top left corner of the path and select Delete path. This automatically removes it from the canvas along with any connections to the path.
Note: Path A cannot be deleted as it is tied to the trigger. To work around this, recreate Path A as a new path and rearrange connections as needed.
You can add a path between existing paths by deleting the connection between them, adding in a new path from the first path, and then connecting the new path to the second path.
For example, if you wanted to add a path between Path A and Path B, which are already connected, you could delete the connection, then click on the red arrow in Path A to add a new path, and then click on the red arrow in the new path and drag it to Path B to connect them. The new path should rearrange itself between the paths once confirmed.
Deleting a path connection
To delete a connection, simply click on the arrow between the paths and use the delete/backspace key, or click on the arrow starting a path and then select Delete connection.
Unconnected paths will be pushed to the end of the Workflow if you refresh the page or save the Workflow.
Connecting a path to an existing path
You can also connect a path to any other path on the canvas. For example, if you want to connect Path A to Path C. Grab the arrow to the right of the reply buttons, conditions or actions, and drag this to the path you’d like to connect.
Preview a Workflow
You can preview your Workflow in Intercom or privately on any webpage, where you’ve installed the Intercom Messenger.
Just click Preview in the top right corner.
This opens a modal with a live Messenger displaying an interactive preview.
Note:
If you’ve just built your Workflow, you’ll need to click Save it before you can preview the Workflow.
You must fix any path errors before you can save and preview and Workflow.
Workflow preview conversations are excluded from reporting.
Workflow preview runs with a dedicated logged-in user called Preview User; these conversations are visible in the Inbox so you can easily test conversations before going live.
A fallback value must be set for any required attribute in a Workflow before changes can be saved and set live.
Version history
Every time you publish a Workflow, a version snapshot is created. This history allows you to see what changed and when, identify who published each version, and roll back safely by restoring a previous version as a new draft before it goes live.
Note: Version history is currently available to customers with access to Draft Workflows.
Browse and preview versions
Open the workflow you want to review in the workflow editor.
Click the ellipsis (⋯) menu in the editor header.
Select Version History.
Browse the list of saved versions in the right-hand panel. Each version shows the author and the date it was created.
Click any version to preview it directly in the editor alongside the current workflow.
Rolling back to a previous workflow version
Rollback is available for Live and Paused workflows. Rolling back does not immediately change your live Workflow. Instead, it creates a new draft from the selected version.
Open the workflow you want to review in the workflow editor and click Edit.
Click the ellipsis (⋯) menu in the editor header and select Version History.
Select a version.
Click Rollback to this version and confirm.
Click Restore if you are happy to restore the selected version of the workflow.
A new draft will be created from this version. You can review, edit, and set it live when you're satisfied, click Set changes live.
Important: You cannot roll back while an unpublished draft already exists. You must publish or discard your current draft first.
Considerations when rolling back
Deleted or archived data: if the older version references tags or assignees that have been removed, those steps may appear empty
Data connectors: verify that data connector steps still reference valid configurations
Review required: always inspect the resulting draft before publishing to ensure it meets current business needs
Editing an existing Workflow
To make changes to a Workflow, simply click Edit on the view page and make any changes in the visual canvas following the steps above.
No changes are saved or set live in the Workflow until you click Save and close.
Draft Workflows
When you edit a Workflow, your changes are saved as a draft — a working copy that is separate from the live version your customers see. This means you can make changes without disrupting active conversations or automations, collaborate with teammates before publishing, and iterate freely without risk. Your live Workflow continues running exactly as before until you explicitly choose to publish your draft.
Note: Pausing a workflow only prevents it from triggering on new conversations. Any conversation that has already triggered the workflow will continue to completion as designed in the version that was triggered — including any Wait steps, which will run for the full configured duration before the workflow proceeds.
How drafts work
Every Workflow has two distinct states to ensure stability:
State | What customers see | What you edit |
Live | The currently active version handling conversations in real time. | View-only. You cannot modify the live version directly. |
Draft | Not visible to customers. | In-progress changes, saved automatically as you work. |
When you open a Workflow in the builder, View mode shows the live version, while Edit mode opens the draft version for modifications.
What can you draft?
Draft mode supports changes to several core components of the workflow system:
Workflow content: steps, paths, branches, bot replies, and actions
Title and description: update naming and descriptions for internal clarity
Target channels: change which channels (Messenger, WhatsApp, email, etc.) the Workflow applies to
Workflow settings: configure settings independently from the live version
Saving and publishing a draft
Open any Workflow in the builder and click Edit.
Make your changes — they are saved as a draft automatically.
When you're ready, click Set live to publish. Your draft replaces the current live version.
When you publish, the draft content and settings are promoted to the live configuration, and the previous version is archived in your version history.
Tips for working with drafts
One draft at a time: each Workflow can have one active draft to prevent merge conflicts
Preview before publishing: use the Workflow preview to test behavior before setting it live
Persistence: drafts persist across sessions — you can close the builder and return to your work later
Best practice advice
We often recommend using some emojis to make it personal. We've found that emojis can signify more than a picture in business and personal relationships, and we've tested it too! Check out our study that emojis may lead to an increase in customer satisfaction.
If a customer reaches the end of the path, but there's no actionable outcome, we recommend a follow-up line when people click the "No thanks" button, and a response like "That's cool, enjoy exploring our site," or "Let us know if you need any help later." Messages like that help you appear more approachable and assistive.
Try to keep your responses concise. Information provided by bots is typically received better if it's efficient and timely, as if it were a natural conversation.
Require new conversations to enter an email address in the Messenger Settings.
Use videos in different bot paths - simple, lightweight, and smart visual messages help to add more personality.
Connect a variety of other tools through our App Store.
Want to view conversations that went down a certain path? Add an action to tag any users on that path so you can see who has responded to the bot when you pull up the tag.
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