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How can I run a workflow after a human escalation in Intercom?

To run a workflow after a human escalation in Intercom:
  1. Create a new workflow by going to ‘+ New workflow’ > ‘Start from scratch’ > ‘Customer sends any message’
  1. Set the Trigger rule to ‘Leads and Users’ and any relevant channels for your business
  1. Create two paths:
Path 1: Wait and Check
  1. Set a Wait action for 3 minute
  2. Create a Branches action with the following conditions:
    1. IF: Conversation tag is AI human handover
    2. AND conversation state = “is not closed”
    3. AND (Optional) Team assigned is not your human agent’s team
    4. ELSE: End the workflow
Path 2: Assign to Team Assign the conversation to your human team
  1. Finally, set the new workflow live and your escalation will automatically take place.