WhatsApp and CX Automation — Flows Configured for You in CX Studio
One visual canvas in CX Studio. The Tactful team configures your flows, and your team sees exactly how each one runs.
Automation Flows
2,248 runs today · 96.4% success rate
In short
Tactful AI automates WhatsApp, Instagram, Messenger and webchat conversations with no-code CX Studio flows. Tactful configures your flows during onboarding and builds custom logic when your process needs it. AI Agents answer common questions inside the same flows and hand over to your team when needed.
Your CX team has ideas to improve customer journeys. We turn them into live flows for you.
Tactful configures your CX Studio flows during onboarding and updates them as your process changes.
One canvas. Every capability. Full orchestration.
Channels, AI, business systems, routing, and analytics — every capability is a node on the canvas.
See it in action
CX Studio flows — visual workflows, real-time execution.
Automation Flows
2,248 runs today · 96.4% success rate
The nervous system of your CX infrastructure
Inbox, AI, analytics, and governed actions — all nodes in your workflow.
Unified Inbox
Every channel feeds the canvas — web chat, WhatsApp, email, social arrive as trigger events.
AI Agents
AI nodes classify intent, extract entities, generate replies, and decide within the rules you set.
Analytics
Every execution, decision, and outcome feeds analytics in real time. No manual instrumentation.
Governed Actions
Sensitive operations — refunds, account changes, escalations — pass through approval gates defined in the canvas, and every action is logged.
Design. Test. Go live.
Three steps from idea to live flow, handled with you by the Tactful team. No deployment pipeline on your side.
Designed with you
The Tactful team maps triggers, conditions, AI nodes, API calls, and routing onto the canvas with you, end to end.
Test in debug mode
Run sample conversations. Debug mode shows branch taken, data passed, resolution.
Go live
Once you approve a flow, it handles real conversations. Changes can be rolled back fast.
Automation built for operations teams
Built for CX teams, not developers.
Visual workflow canvas
Every customer journey is mapped visually in CX Studio, so your team can see each step and branch.
Intelligent routing
Routed by language, priority, and workload. No manual triage queues.
Ready-made templates
Common workflows — order tracking, complaints, cart recovery — pre-built. Our team adapts them to your process.
Live updates, zero downtime
Flow changes go live while conversations keep running. No deployment cycles, no downtime.
Smart escalation
Handover with full context, history, and AI summary. Agent picks up without the customer repeating.
Performance tracking
Workflow metrics: runs, success rate, duration, resolution rate.
Automation plus AI Agents, not a chatbot
A chatbot follows one fixed script and stops when a customer goes off it. Tactful AI replaces it with three things working in one inbox.
CX Studio flows handle the predictable steps, such as menus, order lookups and routing. AI Agents answer the questions in between, using your knowledge base. Your team takes over any conversation that needs a person, with the full history in front of them. Customers get one continuous conversation instead of a dead end.
WhatsApp messages also carry Meta fees, which you pay to Meta separately from your Tactful plan. Read WhatsApp API pricing explained to see what drives that bill.
Configured for you
Tactful sets up your flows in CX Studio during onboarding. When your process needs logic the standard options cannot express, Tactful builds the custom logic for you. You review each flow before it goes live, and our team updates flows as your process changes.
See automation in action
Recover revenue, route intelligently, and delight customers — without code.
Three types of automation. One platform.
AI handles the intelligent work. Rules handle the predictable work. Routing connects them.
Conversational AI
AI understands the need, retrieves info and resolves routine requests end to end.
Customer asks about order status → AI retrieves tracking info → Sends update → Resolves
Workflow Automation
Rule-based automation for predictable processes. Triggers, conditions, actions — configured for you in CX Studio.
Cart abandoned > 1hr → Send recovery message → Apply discount if eligible → Track outcome
Smart Routing
Incoming conversations are classified and routed based on language, priority, and team availability.
Complaint detected → Route to senior agent → Flag for supervisor review → SLA timer starts
Start with a template. Customise to your operation.
Pre-built workflows for common scenarios. Our team starts from a template, then adapts triggers, conditions, and actions to your process.
Order Support
AI-powered order lookup, status updates, and return initiation across all channels.
Abandoned Cart Recovery
Timed follow-ups with personalised offers based on customer tier and cart value.
Complaint Escalation
Sentiment-driven routing with automatic supervisor alerts and SLA enforcement.
CSAT Collection
Post-resolution surveys on the same channel, with automatic follow-up on low scores.
VIP Routing
Customer tier detection with priority queuing, dedicated agents, and concierge workflows.
Multi-Language Triage
Automatic language detection and routing to native-speaking agents or AI translation layer.
Workflows we configure for teams like yours
Triggers, conditions, AI, API calls, and routing — connected visually. No engineering needed on your side.
Abandoned cart recovery with discount logic
Cart abandoned → Wait 30 min → Check customer tier (SDK) → High-value: send 15% offer via WhatsApp → Standard: send reminder via email → Track outcome → Update CRM
Recovers revenue that would otherwise be lost. The delay, channel choice, and discount level are all configurable — no engineering work on your side.
Intelligent routing with workload balancing
Message arrives → AI detects language + intent → Check agent availability (SDK) → Route to best-fit agent by skill + current load → If no match: expand to workgroup → If SLA approaching: escalate to supervisor
Every conversation reaches the right person. No manual triage. No overloaded agents. SLA compliance built into the routing logic.
Post-resolution CSAT with follow-up
Conversation resolved → Wait 5 min → Send CSAT survey on same channel → If score < 3: create ticket + notify supervisor → If score ≥ 4: send thank you + request review → Log all to analytics
Feedback collected on the channel where the conversation happened. Low scores trigger immediate follow-up. Data feeds your analytics dashboards.
Multi-system complaint handling
Complaint detected (AI sentiment) → Pull customer history (SDK) → Check order status (API → OMS) → Apply resolution policy (custom code) → Execute action or escalate → Webhook to CRM → Audit log
Complaints don't sit in queues. The flow checks everything — history, order status, policy eligibility — before a human ever touches it.
Your flows connect to the systems you already run
Connects to Shopify, Odoo, your CRM and other systems. Tactful's team sets up each connection for your flows.
- OMS integration — Order lookups, status checks, return initiation
- CRM connection — Customer data, interaction history, segment updates
- Payment gateways — Refund processing, payment status verification
- Messaging — WhatsApp and email delivery
- Analytics platforms — Event tracking, conversion attribution
- Custom webhooks — Trigger any downstream process in your stack
Automation that fits your industry
Pre-built templates and configurable workflows for the scenarios your team handles every day.
Automated order support
Order status, returns, refund eligibility — AI Agents resolve routine requests end to end. Your team handles the exceptions.
Complaint handling workflows
Complaints classified, routed, escalated if needed, tracked to resolution.
Guest journey automation
Pre-arrival info, booking confirmations, in-stay requests, post-stay feedback — automated touchpoints across the guest lifecycle.
Compliance-aware workflows
Sensitive requests trigger specialised routing with approval gates and audit logging.
AI handles the volume. Your team handles the nuance.
AI takes repetitive, high-volume work. Teams focus on conversations needing judgment.
- AI Agents resolve routine requests end to end — order status, FAQs, simple changes
- Complex issues are routed to the right human with full context
- Agents get AI-generated summaries before they pick up a conversation
- Every automated resolution is logged and auditable
- Your team sets the rules — what gets automated, what needs a human
- Automation rate grows as you expand your knowledge base and refine workflows
Measurable impact as your flows grow
Go live in under 7 days. Results build as your flows and knowledge base grow.
Automation questions
Which platform offers a visual automation center for complex customer flows?
Tactful AI uses CX Studio, a visual canvas where every flow is mapped step by step. Triggers, conditions, AI Agent steps, API calls and routing all appear as connected nodes. The Tactful team configures your flows during onboarding, and your team can see exactly how each conversation moves through them.
Can I automate WhatsApp Business replies?
Yes. CX Studio flows send menu replies, order updates and other routine answers on WhatsApp, Instagram, Messenger and webchat. AI Agents answer the questions that fall outside the menus, using your knowledge base. When a customer needs a person, the conversation is handed over to your team in the same inbox, with the full history.
Do I need developers to set up flows?
No. Tactful configures your CX Studio flows during onboarding, so your team does not need developers. When your process needs custom logic, such as a special approval rule or a connection to an internal system, Tactful builds it for you. Your team reviews each flow, and we update flows as your process changes.
Manual workflows are costing you customers. We configure the automation for you.
Teams using Tactful's orchestration canvas achieve 40–80% automation rates. See how it connects your channels, AI, and business systems.
30-minute personalised walkthrough. No slides, no pressure.