A Workflow may not trigger as expected due to configuration issues, such as channel compatibility, audience rules, scheduling, or conflicts with your Messenger settings. See how to troubleshoot these issues.

You can check when a workflow fired in conversation from:

Yes, you can create reusable workflows that collect customer data, such as email, phone, name, as well as custom attributes you track in Intercom.

This is currently not possible with Workflows, but you can submit this as a feature request if you'd find it helpful!

To prevent the welcome bot from showing the full message and options when a user visits the page, you need to use a different workflow trigger. Instead of using the "customer visits a page" trigger, which causes the Workflow to proactively pop up, use the "Customer opens a new conversation in the Messenger" trigger. This way, the welcome message in your workflow will only appear when a user starts a conversation through the Messenger.

Customers can sometimes bypass outbound message workflows by clicking directly on the Messenger launcher and starting a conversation outside the intended flow.

There are two main ways to address this:

To access outbound bots (Workflows) in Intercom, make sure the following requirements are met:

Yes, you can automatically tag conversations by adding a 'Tag conversation' step in your workflow. Click Add step anywhere in your workflow path and select Tag conversation. This applies only to conversations moving forward and does not work retroactively.

To create and prioritize "if" conditions in workflows, you can add more conditional branches. Priority goes by top to bottom when using branches.

At the moment, you can select only People or Company tag when setting up the audience filter for the workflow. Conversation tag can't be used for this purpose.

To add external content to a workflow, you can add the step "Send an app" and select the Content Showcase app.

Yes, when you add a condition "Message contains XYZ" to a workflow, it will also look in the subject of the email, not just the body. Even when using a separate condition for "Email subject contains XYX", if you use "Message contains" this will include the email subject as well.

This depends on the channels you've enabled for the workflow. There is no charge for sending workflow messages on Web, iOS, Android, Facebook, Instagram, and Email.

However, if you've selected SMS or WhatsApp as one of the workflow channels, any messages sent on these channels would be charged at their respective rates.

To achieve this, you'll need to create two workflows:

This setup ensures that any customer reply to a Resolved/Closed ticket will automatically move it to "In progress."

You can set up a workflow with the "If teammate changes the conversation assignment" trigger to automatically assign a specific teammate when a conversation is assigned to a team inbox.

Select the "Team assigned is [X]" in the trigger audience:

Then add a workflow path using the Assign step to assign to a teammate:

Workflow goals only count events that happen after the workflow is triggered—they don’t include any events that occurred before it was sent.

If your Workflow doesn't work for certain conversations, make sure your workflow audience settings are set to trigger for the correct participant types (Leads, Visitors, and Users). Update the audience setting accordingly to resolve the issue.

This can occur due to the Content Security Policy (CSP) on your site is blocking certain connections with Intercom that are needed for Messenger to function as expected and may need to be reviewed and updated. More details on using Intercom with CSP can be found in this article.

You can only have one customer-facing Workflow trigger per conversation. So to achieve this, edit your existing workflow for "When customer sends their first message" and add a step to collect the customer's first message, then add another step which sends your follow-up message: "We are checking, please wait."

Date & Time attributes cannot be used in workflows because there is no way to reliably validate the customer's timezone, which could lead to discrepancies—especially if they are using a VPN or in a different location to your office hours. To avoid potential mismatches with workspace office hours, Date & Time attributes are not available to use in workflows.

The "Conversation starter is Outbound message" audience rule for a workflow applies only when sending messages via the Outbound section in your workspace. If you're creating a conversation in the Inbox, use "Teammate sending a direct message" for individual messages or "Teammate sending to many customers" for bulk messages in your workflow audience rules.

If your workflow isn't being triggered for emails that are converted to tickets, check that "Email" has been selected as the channel in the workflow trigger settings (since this is the original channel the conversation started on).

If your workflow isn’t displaying as expected, it’s possible that your session cookie is linked to an older version. To check if this is the case, try opening the workflow in an incognito or private browsing window. This will ensure you’re viewing the most up-to-date version without any cached data. If the issue persists, consider clearing your browser cookies and refreshing the page.