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  1. Features
  2. Channels
  3. Intercom

Human Handover Workflows

PreviousIntercomNextFreshchat

Last updated 6 months ago

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

To run a workflow after a human handover 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 handover will automatically take place.

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