Create inbound workflows over a broader range of channels, increasing the coverage of your automations in order to deflect, triage and route inbound conversations more efficiently, while providing your customers with support on the channels they use day-to-day.

You can create your workflow using any trigger, except:

From the trigger settings, you’ll be able to select the channels you would like this workflow to apply to. When your customers send you a message on these channels, this workflow will trigger if they meet the criteria you specify in the Audience section.

Selecting Email as a channel will allow you to send an auto reply if a customer sends their first message over email. You can also tag, assign, let Fin answer, and route these messages, as well as showing reply time expectations.

To get the most out of this trigger, we recommend creating a separate workflow solely for email, as functionality is limited on this channel. By selecting Email alongside other channels, the paths and follow up actions available to you will be limited to those available over email.

By default, successive workflow and automation messages would be sent as one single consolidated email to the end user.

There are three email-specific predicates you can use when configuring audience targeting:

This will ensure that your automations only trigger in the intended scenarios.

You can also use the predicates to create branches within workflows to trigger conditional logic.

For greater flexibility, use the “Email to” predicate if you would like to create different auto-reply messages (and other steps and actions) depending on the email address a user sends their message to.

The table below highlights which actions are compatible with each available channel.

🟢 = fully supported

🟡 = functionality supported, but there may be visual differences between channels

🟠 = partially supported (functionality is partially affected)

🔴 = not supported