"Workflows have helped us a lot in steering conversations in the right direction in order to avoid having open-ended queries."

- Gauthier Thierens, Co-founder, Firsty

By allowing customers to select from a list of common issues before typing a message, you can proactively deliver relevant content, familiarize them with your resources and reduce the volume of enquiries for your team.

Just head to AI & Automation, select + New workflow and choose the template: Solve frequent queries with self-serve content.
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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.

Click Save and close to find your workflow draft ready for customization.

As customers progress through this workflow, they will be greeted by a message (which you can customize) and can select from a list of common issues instead of typing a message. The examples provided by the template are I can't log in and Where to find my account number? but you can easily customize these buttons or add others as necessary.

Now, configure the replies to each customer response. Offer relevant self-serve content for each branch. By default, the template disables further replies from the customer on each branch, encouraging them to self-serve with the provided content.

You won't be able to cover every conceivable issue this way, so we need to decide how the workflow should respond if the customer writes a message. In this example, let's let Fin answer and if it can't find an answer to the query, pass to our main human support inbox.

When you're ready, don't forget to set your workflow live.

And there you have it. With this easy workflow template, customers are empowered to find their own answers, allowing your team to focus on resolving more complex issues.

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