This guide walks you through an example recipe that connects Intercom with SysAid. In this example, the recipe automatically creates a service record in SysAid whenever a new conversation starts in Intercom.

You can follow the same steps to build recipes between any other supported apps, depending on your needs. For example, you might connect Microsoft Teams to SysAid, Google Sheets to SysAid, or any other combination of apps available through Workato. The flow and logic remain the same, only the trigger and action apps change.

Available for:

Customers using SysAid Spaces.

Before you start

Some important highlights to know before starting:

• Trigger first: Always define the app and event that starts your automation.

• Connections matter: Ensure both apps( in our case, Intercom and SysAid) connections are active and authorized.

• Conditional logic: Use “If condition” to act only on relevant items (e.g., conversations with subjects).

• Mapping data: Use data pills (like Subject or Body) to automatically pass information between apps. To learn more about data pills, go to Workato Docs.

• Testing: Always test before enabling your recipe to confirm expected behavior.
  Error handling: For production recipes, consider adding an Error handler step to manage issues gracefully.

• Monitoring: Review the Jobs tab regularly to track performance and identify failed runs.

Steps to create a recipe

In this example, the recipe automatically creates a service record in SysAid whenever a new conversation starts in Intercom.

Step 1: Opening your Project

1. In your SysAid account, go to Connect > Integrations.

2. Select your Intercom project (or create one).

Tip!

Keeping all related recipes under the same project helps you stay organized.

Step 2: Start building your Recipe

1. Click Create recipe.

2. Choose the trigger. This defines when the automation will run.

3. Select your trigger app. For this flow, we’ll choose Intercom.

4. From the list of triggers, choose New conversation. This means the recipe will start whenever a new conversation is created in Intercom.
   Select your Intercom connection (the account you already connected). If the connection isn’t active, reconnect it before continuing.

5. Leave optional fields (like trigger poll interval) empty for now.

6. Click Next to continue to the action steps.

Step 3: Adding a condition

1. Click Add step and choose  If condition.

   Tip!

   To learn more about all available Workato conditions, go to Workato Docs.

2. In the Data field, select a value to check before performing an action, for example:

   • Subject → Is present
     This ensures the recipe runs only if the Intercom conversation has a subject.

3. You’ll now have two branches:
   If condition is true → perform the next action.

   • Else → define what happens if the condition isn’t met.

Step 4: Adding the SysAid action (If condition is true)

1. Under the If true branch, click Add step → Action in app.

2. Select SysAid as the app.

3. Choose the action Create service record.

4. Connect your SysAid account (if not already connected).

5. In the setup area, map the fields:

   • Type → Incident

   • Title → Map from Intercom → Subject

   • Description → Add text like:

Body as passed from Intercom conversation:

{{body}}

This mixes fixed text with data from Intercom.

6. Click Apply changes to save your setup.

Step 5: Adding an Action for the “Else” Path

1. Under Else, click Add step.

2. Select Email by Workato (or any app of your choice).

3. Configure the email:

   • Subject: Attention: {{subject}}

   • Body: Condition was not met.

4. Alternatively, you could stop the job here instead of sending an email.

Step 6: Testing the Recipe

1. Click Save to store your recipe.

2. Click Test to run the recipe and check results.

3. Review each step in the test report:

   • Verify which conditions were met.

   • Confirm whether the SysAid service record was created or if the email was sent.

Step 7: Enabling and monitoring the Recipe

1. Once satisfied with the setup, click Exit.

2. Review the recipe summary:

   • Name, trigger, actions, and connection details.

3. Click Start recipe to enable it.

   • It will begin monitoring Intercom for new conversations.

4. To stop or edit:

   • Click Stop recipe, then Edit to modify the flow.

5. Check the Jobs tab to review past runs, task usage, and job details.