Workflows give you a single place to automate customer interactions and teammate processes at scale. With a visual builder, reusable steps, and omnichannel support, you can create everything from simple reply automations to advanced multi-branch journeys—no code required.
Key benefits and use cases
Automate without code using a visual builder anyone can use.
Customize deeply with conditions, branches, actions, and integrations.
Meet customers anywhere with multilingual and omnichannel automations that run across chat, email, SMS, WhatsApp, Instagram, Facebook, and more.
Support your teammates by automating repetitive work such as snoozing or closing conversations.
Move faster using dozens of templates for support triage, onboarding, and CSAT.
How to use Workflows
Get started
Go to Fin AI Agent > workflows.
Click New workflow.
Choose whether to start from scratch or use a template.
You can build workflows for customer-facing interactions or teammate-only automations that run silently in the background.
Triggers
Triggers determine when a workflow begins. You can create a workflow that starts:
At the start of a conversation
During a conversation
In internal processes
From customer-facing actions
From ticket-only events
From another workflow (via reusable workflows)
When starting from scratch, choose the trigger that best fits your use case. When using templates, popular triggers are already configured for you.
Templates
Templates give you a fast start for common workflows such as:
Triage customer conversations before Fin replies
Let Fin AI Agent answer customers first
Route conversations to the right team
Show expected reply times
Ask customers to rate conversations
You can preview or use a template immediately.
Building Workflows
The visual builder
The Workflows builder is your canvas for designing steps, branches, actions, and outcomes.
You can mix customer-facing steps with behind-the-scenes automation to build exactly the journey you need.
Omnichannel support
Create inbound workflows over a broad range of channels, including chat, email, Slack, WhatsApp, Instagram, Facebook, and SMS. workflows can deflect, triage and route these inbound conversations more efficiently, while providing your customers with support on the channels they use day-to-day.
Rules
Rules let you automate background actions that customers never see, such as closing or snoozing inactive conversations in the Inbox. These rules keep your inbox organized and reduce teammate workload.
Branches
Using Branches, you can configure a workflow to flow to the relevant path depending on specific conditions. These let you build automation and follow up actions that respond intelligently to criteria that you set.
Let Fin AI Agent answer
Insert a Let Fin Answer step to allow Fin AI Agent to respond at any point in your workflow. Fin will keep the conversation going until the issue is resolved or escalated to a teammate.
Update attributes
Collect or update customer data attributes—such as name, contact details, and other profile fields—directly inside a workflow. If a value already exists, workflows can prefill and allow the customer to update it.
Open, assign or close tickets
Use Workflows to:
Capture customer details and create tickets.
Assign tickets to the right team.
Auto-close tickets without involving a teammate.
This reduces manual work and ensures tickets are routed appropriately.
Use Data connectors
Data connectors in workflows allow you to:
Automatically update customers on order status.
Send customer request details to other support tools.
Sync data between systems for asynchronous resolution.
Trigger downstream actions based on real-time data.
Tag conversations
Automatically tag conversations and assign them to the right team to speed up resolution times and assist with reporting metrics.
Mention teammates
Add internal notes in a workflow and mention teammates to provide context or instructions for follow-up actions.
Pass to other workflows
Reusable workflows let you link multiple workflows together so you can:
Avoid duplicating content
Build modular, scalable automation
Maintain shared flows in one place
For example, you can build a “Triage conversations” workflow and call it from other workflows whenever needed.
Managing Workflows
Browse and filter
From Fin AI Agent > workflows, you can:
Search all workflows.
Filter by Audience, State, Tag, Channel, and Type (customer-facing or background).
This helps teams navigate and maintain large automation libraries.
Delete workflows
You can delete one or multiple workflows at once.
Important: workflows must be paused or in draft to be deleted.
View workflow details
You can view a high level of details for each workflow including: title, state, updated at, updated by, sent, goal, engaged, completed, people type, created at, and first set live.
Duplicate workflows
If you'd like to re-use a workflow you've created with another trigger, you can duplicate it rather than create a new one from scratch.
Check out the table below to see what trigger type your workflow can be duplicated into:
Trigger | What it can be duplicated to |
Customer visits a page Customer clicks a website element Customer opens a new conversation in the Messenger Reusable workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Customer clicks a website element Reusable workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Customer visits a page Customer clicks a website element Customer opens a new conversation in the Messenger Reusable workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Reusable workflow Customer sends their first message Customer sends any messages Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Reusable workflow Customer sends their first message Customer sends any messages Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note | |
When a customer calls | |
Teammate sends any message | Reusable workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note |
Reusable workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note | |
Reusable workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment | |
Teammate changes the conversation assignment | Reusable workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note |
Teammate adds a note | Reusable workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment Teammate adds a note |
A ticket is created | A ticket is created Reusable workflow |
Teammate changes the state of a ticket | A ticket is created Reusable workflow |
Reusable workflow Customer sends their first message Customer sends any message Customer has been unresponsive Teammate changes the conversation state Teammate changes the conversation assignment |
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts