"Workflows has revolutionized our routing! It's greatly improved our first response times and time to resolution."

- James Laurie, CX Operations Specialist at Up Learn

It couldn't be simpler to set up a workflow that instantly routes customer conversations to the right team. This way, your teammates don't need to spend time understanding issues so they can route conversations manually, vastly improving resolution times and teammate efficiency.

Just head to AI & Automation, select + New workflow and select the template: Route customers to the relevant support team.

Select Use this template and then the channel(s) you want your workflow to function on. You can select from Intercom's broad range of channels including Web (Messenger), your iOS or Android app, email, SMS, and social media, ensuring a great experience no matter how your customers contact you.

It's a good idea to start small (e.g. on Web) and expand to other channels once you're sure your workflow is working effectively. You can always adjust your channel settings later by selecting the workflow trigger.

When you hit Save and close you'll find your workflow draft ready for customization. Notice the branches that route customers to different experiences based on attributes you can choose. In the default example, logged in users of your service are shown your expected reply time and routed to a team (currently unassigned), while any other user that does not meet this condition will be asked to log in.

For example, you could create a workflow that triages conversations by customer plan, so that you VIP customers get the top-tier support they pay for. To do this, change the attribute on the first branch to Plan and select the plan name your VIP customers are on, in this case it's Enterprise.

Let's give customers on our Enterprise plan our expected reply time and route them straight to our VIP support team. Customers not on the Enterprise plan are prompted to leave their contact information and a description of their problem for our team to respond in due course.

More examples

You could triage conversation based on detected language, to ensure the customer is routed straight to the right language department.

Or by office hours.

Or, if you're feeling adventurous, a combination of all of these and more.

The possibilities are endless.

When you've configured the triage workflow that suits your needs, it's time to set it live.

Routing customers to the appropriate destination as soon as they contact you ensures they receive accurate and prompt responses, while also optimizing your team's time and efficiency.

Talk to your team about what routing criteria could work for your support, start with this template for a straightforward setup, and expand its functionality as you become more confident.

More Workflows templates like this: