Workflows & automations for the Support Platform
Set up custom automations and workflows based on the rules you define, like:
Assigning chats automatically to the correct teammates / teams
etc
- Post type
- 💡 New feature
- What part of Help Desk?
Set up custom automations and workflows based on the rules you define, like:
Assigning chats automatically to the correct teammates / teams
etc
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Comments4
Oct 27, 2025
PinnedHey everyone,
We’re super excited to announce that Workflows are now live! You can create email auto replies, assign conversations based on rules, and a lot more.
We’re currently working hard on supporting SLAs and CSAT surveys in the coming week, but majority of the functionality is already there.
Super happy how it turned out! You can get started from here: Workflows overview
Colin from Uxcel
Oct 1, 2025
•Merged request
•11 votes
Automations for the Messenger widget
It would be great to automatically toggle certain messages based on conditions.
Example: User visits the pricing page and gets a custom message.
Luke Inderwick
Jul 2, 2025
It would also be very useful to be able to trigger these messages from JS API. For example someone clicks a learn more button and you can then send them a message to… learn more.
Stanislav Spotar
Jul 3, 2025
If Fibi is disabled, the automatic response about the team being online always comes in English, regardless of the client's interface language.
The same response includes a message that Fibi can help while the team is offline, but how can it help if it is disabled? As far as I understand, this can be fixed with snippets (similar to Workflows in Intercom) — this would be the perfect solution to set strictly defined rules for AI assistant responses at certain steps and allow AI to answer questions only if the customer agrees and is notified that it may make mistakes.