How to automatically send a draft via Outlook Mail every time a ticket is added in Intercom

A playbook always starts with a trigger, which is responsible for detecting changes in your connected applications and responding accordingly.

Add the Intercom trigger to initiate your playbook's actions every time a ticket is added. Click "Add trigger" in your playbook and choose "New ticket added" from the dropdown menu under Intercom.

If you still need to connect your Intercom account to Relay.app yet, a prompt will guide you through the process.

Integrate Outlook automation into your playbook to automatically send a draft via Outlook Mail every time a ticket is added in Intercom.

Click the "Add step" button, locate the “Send draft” automation for Outlook, and input the mandatory and relevant details.

If your Outlook account still needs to be connected to Relay.app, you will be prompted to complete that connection. Make sure to allow the necessary permissions for Relay.app to sync with your Outlook account.

Activating the playbook is the last step in the process. Once you turn it on, it will automatically send a draft via Outlook Mail every time a ticket is added in Intercom without requiring manual intervention.

To activate your playbook, click the toggle button at the header. Before activating, we recommend performing a test run of your playbook to ensure all the steps work seamlessly together.