---
title: "Creating Your First Recipe in Workato"
slug: "creating-your-first-recipe-in-workato"
updated: 2025-12-16T13:04:04Z
published: 2025-12-16T13:04:04Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Creating Your First Recipe in Workato

# 

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.

> [!NOTE]
> 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](https://docs.workato.com/en/recipes/data-pills-and-mapping.html).
- **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.

## Creating a recipe

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

### Video tutorial

[Embedded content](https://player.vimeo.com/video/1146938816)

### Step 1: Opening your Project

1. In your SysAid account, go to **Connect**> **Integrations**.
2. Select your **Intercom project** (or create one).

> [!TIP]
> 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]
> Tip!
> 
> To learn more about all available Workato conditions, go to [Workato Docs](https://docs.workato.com/en/features/conditions.html).
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:

```plaintext
Body as passed from Intercom conversation:

        {{body}}
```

This mixes fixed text with data from Intercom.

1. 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.

## Related

- [SysAid Integrations Powered by Workato](/sysaid-integrations-powered-by-workato.md)