CX Automation & Workflow Canvas — Orchestrate Your Entire CX Operation
One visual canvas. Your operations team designs, tests, and deploys workflows — without waiting for IT.
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 the canvas — web chat, WhatsApp, email, social arrive as trigger events.
AI Agents
AI nodes classify intent, extract entities, generate replies, and decide autonomously — governed by your rules.
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 and audit trails defined in the canvas.
Design. Test. Deploy. In minutes.
Three steps from idea to live workflow. Visual builder, no IT dependency, no deployment pipeline.
Design visually
Drag triggers, conditions, AI nodes, API calls, and routing onto the canvas. Map the journey end-to-end.
Test in debug mode
Run sample conversations. Debug mode shows branch taken, data passed, resolution.
Activate instantly
One click to go live. Flows handle real conversations immediately. Roll back fast.
Automation built for operations teams
Built for CX teams, not developers.
Visual workflow builder
Design customer journeys visually — build workflows in minutes, update in seconds.
Intelligent routing
Routed by language, priority, and workload. No manual triage queues.
Ready-made templates
Common workflows — order tracking, complaints, cart recovery — pre-built. Deploy in minutes, customise to fit.
Live updates, zero downtime
Change workflows while running. No deployment cycles, no downtime. Adapt in real time.
Smart escalation
Seamless handoff with full context, history, and AI summary. Agent picks up without the customer repeating.
Performance tracking
Workflow metrics: runs, success rate, duration, resolution rate.
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 need, retrieves info, resolves — 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 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. Deploy in minutes, then customise triggers, conditions, and actions.
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 engineering 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 engineering 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, refund eligibility — AI handles autonomously. Team handles edge cases.
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 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.