The canvas that orchestrates your entire CX operation.
One visual canvas. Your operations team designs, tests, and deploys workflows — no code.
Automation Flows
2,248 runs today · 96.4% success rate
Your CX team has ideas to improve customer journeys. They're stuck in the IT queue.
When your operations team deploys workflows without code, every improvement happens faster.
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
The Automation builder — 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 into the canvas. Web chat, WhatsApp, email, social — all arrive as trigger events your flows can act on.
AI Agents
AI nodes inside the canvas classify intent, extract entities, generate replies, and make autonomous decisions — governed by your rules.
Analytics
Every flow execution, every decision, every outcome feeds your analytics dashboards in real time. No manual instrumentation needed.
Governed Actions
Sensitive operations — refunds, account changes, escalations — pass through approval gates and audit trails defined in the canvas.
Design. Test. Deploy. In minutes.
Three steps from idea to live workflow. No code, no IT dependency, no deployment pipeline.
Design visually
Drag triggers, conditions, AI nodes, API calls, and routing blocks onto the canvas. Connect them to map the customer journey end-to-end.
Test in debug mode
Run sample conversations through your flow. Debug mode shows exactly what each node does — which branch was taken, what data was passed, where it resolved.
Activate instantly
One click to go live. No deployment pipeline, no release cycles. Your flow starts handling real conversations immediately. Roll back just as fast.
Automation built for operations teams
Built for the people who understand the customer journey — not the ones who write code.
Drag-and-drop workflow builder
Your operations team designs customer journeys visually. No code, no tickets to IT. Build a new workflow in minutes, update it in seconds.
AI-powered routing
Conversations are automatically classified by intent, language, and sentiment — then routed to the right agent or team. No manual triage queues.
Ready-made templates
Common workflows — order tracking, complaint handling, abandoned cart recovery — come pre-built. Deploy in minutes, customise to fit your operation.
Live updates, zero downtime
Change workflows while they're running. No deployment cycles, no downtime. Your team adapts in real time as conditions change.
Smart escalation
When a conversation needs a human, the handoff is seamless. Full context, conversation history, and AI-generated summary — your agent picks up without asking the customer to repeat.
Performance tracking
Every workflow has built-in metrics — runs, success rate, average duration, resolution rate. Know what's working and what needs tuning.
Every node is a building block. Every flow is yours.
Embed AI, call APIs, run custom code, trigger webhooks — all in one visual flow.
AI Nodes
Intent detection, sentiment analysis, entity extraction, and AI responses — anywhere in your flow.
API Calls
Call any REST API mid-flow — OMS, CRM, payment gateways, or custom endpoints.
Custom Code
JavaScript functions at runtime — transform data, apply business logic, calculate eligibility.
Webhooks
Real-time notifications to external systems — team alerts, CRM updates, analytics events.
Platform SDK
Full platform data at runtime — conversations, profiles, knowledge base, agent state.
Timers & SLAs
Countdown timers, delayed actions, and SLA enforcement. Auto-escalate before breach.
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 what the customer needs, retrieves information, and resolves the issue — autonomously for routine requests.
Customer asks about order status → AI retrieves tracking info → Sends update → Resolves
Workflow Automation
Rule-based automation for predictable processes. Triggers, conditions, actions — built visually by your team.
Cart abandoned > 1hr → Send recovery message → Apply discount if eligible → Track outcome
Smart Routing
Incoming conversations are classified and routed based on intent, language, sentiment, 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. Deploy in minutes, then adjust triggers, conditions, and actions to fit your exact requirements.
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 teams build in minutes. Not months.
Triggers, conditions, AI, API calls, and routing — connected visually. No code needed.
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 code change needed.
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 canvas talks to every system in your stack
API nodes connect your workflows to existing tools. No middleware, no custom code.
- OMS integration — Order lookups, status checks, return initiation
- CRM sync — Customer data, interaction history, segment updates
- Payment gateways — Refund processing, payment status verification
- Communication APIs — WhatsApp, SMS, email delivery services
- 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 processing, refund eligibility — handled autonomously by AI. Your team handles the edge cases. Volume spikes don't mean staffing spikes.
Complaint handling workflows
Complaints are classified, routed to the right team, escalated if needed, and tracked to resolution. Consistent handling, every time, across every channel.
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 mandatory approval gates and full audit logging. Automation that respects your compliance requirements.
AI handles the volume. Your team handles the nuance.
Automation isn't about replacing your agents — it's about freeing them. AI takes the repetitive, high-volume work so your team can focus on the conversations that need human judgment, empathy, and creative problem-solving.
- AI resolves routine requests autonomously — 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 from day one
Teams deploy their first automated workflow within hours. Results follow within the first week.
Manual workflows are costing you customers. Automate them in minutes.
Teams using Tactful's orchestration canvas achieve 78% automation rates. See how it connects your channels, AI, and business systems.
30-minute personalised walkthrough. No slides, no pressure.