Human Escalation Workflows

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 1 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.