Intercom app

Build powerful automations to manage customer conversations and teammate processes across every channel.

Workflows explained

Set up simple automations when your users and leads start a conversation.

Simple automations explained

Start a Workflow ahead of an SLA breach, or the moment a target is missed — to warn, escalate, reassign, or notify your team automatically.

Trigger a Workflow before or when an SLA breaches

Eric Dirksen

Beth-Ann Sher

Michelle Faughnan

Automating repetitive tasks for customers and teammates with our no-code visual builder.

Workflows

Choosing the right trigger to start your Workflow.

How to trigger a Workflow

Configure, troubleshoot, and optimize audience rules to target the right customers every time.

Audience rules in Intercom

Use Workflows for customer outreach to target and upsell when a customer visits a page on your website.

Customer visits a page

Trigger a Workflow when customers clicks a button or element on your website.

Customer clicks a website element

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

Customer opens a new conversation in the Messenger

How to create Workflows to manage new conversations over a broad range of channels.

Customer sends their first message

How to set up call routing and IVR options for phone using Workflows.

When a customer calls

How to create Workflows to manage inbound conversations or replies over a broad range of channels.

Customer sends any message

Build Workflows that trigger automated messages and manage inactive conversations.

Customer or teammate has been unresponsive

Learn how to measure CSAT and configure conversation ratings in your Workflows.

Teammate changes conversation state

Manage Workflows more efficiently by linking them together and reusing the content.

Reusable Workflows

Create modular IVR segments for consistent, simplified updates across multiple phone lines.

How to use Phone Reusable Workflows

Use Workflows to close the loop, drive follow-up, or reward great experiences.

When a conversation receives a CX Score rating

Identify why a workflow ran or didn’t run for a specific conversation or ticket.

Troubleshoot your workflow triggers

Dawn Perrott

Triggers

Learn how to use the Workflow builder from these 4 in depth videos.

Workflows builder explainer videos

Build your Workflows efficiently and with ease in a visual canvas.

Using the Workflows builder

Choose who will receive your workflow and when and where it triggers.

Configure workflow trigger settings

What each action does and when to use them in your Workflows.

Using actions in Workflows

How to route your Workflows to the right paths using conditional branching.

How to use branches in Workflows

How to pause a workflow and wait for an event in your external system to trigger a webhook request.

Use Wait for Webhook in Workflows

Improve the workflow experience for customers and give them an option to go back to the start of the workflow experience

Add a start over button to your Workflows

Add a video to your Workflow’s welcome message to create a more personal experience.

Add videos to Workflows

How to automatically post AI summary notes in conversations using Workflows.

Trigger AI conversation summaries using Workflows

Use background workflows to automate repetitive processes for your human support team.

Build inbox automations using Workflows

How to trigger inbound workflows over WhatsApp, Instagram, Facebook, Email and SMS.

Omnichannel support for Workflows

Find out how to preview your Workflows before you set them live for customers.

Preview and set Workflows live

Learn how to create, manage, and troubleshoot assignment Workflows to ensure conversations are escalted to the right teams and teammates.

Manage and troubleshoot assignment Workflows

Examples of advanced workflows such as how to follow up with inactive customers and how to control CSAT eligibility.

Examples of advanced Workflows

Learn how to target specific pages or subdomains with workflow URL trigger rules.

Configure page URL targeting rules for workflows

Automate how Intercom handles incoming emails with workflows that route, tag, and organize messages efficiently.

How to set up email workflows

Learn how to use the Email OTP step in Workflows to securely verify customer identity with a one-time password.

Verifying customer identity with Email OTP workflow step

Liam Keegan

Phil Byrne

Ivan Branimir Skoric

Building

Get customer conversations to the right team right away with this handy Workflows template.

Route customer conversations to the right team

Put Fin on the front line and reduce your team's inbox volume.

Let Fin AI Agent answer first

Help customers to help themselves with this simple Workflows template.

Solve frequent queries with self-serve content

Gather invaluable customer feedback after every interaction with this simple Workflows template.

Ask customers for a conversation rating

Ensure that your waiting customers receive timely responses with this easy Workflows template.

Prioritize conversations waiting for a teammate reply

Follow up, manage, and close abandoned conversations automatically.

Auto-close inactive conversations

Tips gathered from customer interviews with Workflows power users.

Workflows best practices - tips from power users

Learn how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team.

Automating notes, tags, or AI summaries when a conversation is assigned to a team

Learn how to set up a workflow that automatically sends a notification to a Slack channel whenever a new ticket is created.

Notifying an internal Slack channel when a ticket is resolved

Notifying an internal Slack channel when a ticket is created

Set up an automated workflow in Intercom to send a Customer Satisfaction (CSAT) survey every time a conversation is closed.

Configuring and sending a CSAT survey when a conversation is closed

Learn how to set up Workflows that follow-up with unresponsive customers.

How to set up an auto follow-up for unresponsive customers

Learn how to set up Workflows that assign conversations when a teammate has become inactive.

How to auto reassign conversations from unresponsive teammates

Learn how to set up a workflow that automatically escalates conversations to a specific team based on your requirements.

Route conversations to a team inbox

Learn the difference between conditional logic and trigger configuration for building effective Workflows.

Conditional logic and trigger configuration in Workflows

Re-engaging Fin using a reusable workflow

Victoria Larragy

Tom Prentice

Shauna O'Brien

Quick guides to some of our most popular Workflows templates

Workflows templates

Learn how to use path analysis in Workflows to understand customer engagement, identify drop-off points, and compare performance across versions.

Optimizing Workflows with path analysis

Reorder and prioritize your Workflows to create the optimum customer experience

Managing the order of your Workflows

Close conversations with customers who have stopped interacting with a customer facing workflow

Auto-close incomplete Workflows conversations

How to see which Workflows are performing well and optimize them.

A/B testing Workflows and using Control groups

Offer more automated support for your customers by disabling the composer, for bot-only conversations.

Prevent replies to Workflows for an entirely automated experience

How to route conversations down different paths in Workflows depending on your team capacity.

Route conversations based on team capacity

Only allow leads who give their email address to chat.

Require leads to give their email to start a conversation

Understand customer satisfaction with your chatbot (Customer Facing Workflow) conversations by sending a CSAT survey.

Chatbot CSAT

Use custom ticket states in Workflows to enable more specific and tailored ticket processes.

Using ticket states in Workflows

Manage unwanted spam messages from social channels and the Messenger by automatically filtering, assigning, and closing spam conversations.

Manage auto-replies and spam from social channels using Workflows

How to trigger a workflow from the Inbox when you need to pass a conversation at the end of your office hours.

Hand off a conversation based on timezone

Use multilingual workflows to automate support in different languages.

Multilingual workflows

Learn how to use Workflows to automatically change ticket states when a customer or teammate sends a message in a conversation.

How to automatically update ticket states on replies using Workflows

Aparna Balasubramanian

Brian Byrne

Optimizing

Easily choose a name and avatar for Fin and your Workflow bots.

Choose an identity for Fin and Workflow bots

Automatically assign conversations to a separate bot inbox while a workflow or Fin AI Agent is active.

Turn on the bot inbox

Measure customer satisfaction with conversation ratings

Caroline Glackin

Settings

Use this article to troubleshoot, configure, and test Workflows.

Workflows FAQs

Troubleshooting advice and configurations that may prevent your Workflows from firing as expected.

Troubleshooting when a Workflow doesn't trigger

This article shows ways to check which Workflows have fired in a conversation

How can I see if a Workflow triggered in a conversation?

Jennifer

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Create your workspace and invite the people you work with.

Set up your account

Build your first workflow and watch it run end to end.

Ship something

Connect the tools your team already uses to bring data in.

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A quick lap of the product so you know where everything lives.

{appName} in 60 seconds

This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

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