# CX Automation & Workflow Canvas —Orchestrate Your Entire CX Operation One visual canvas. Your operations team designs, tests, and deploys workflows — without waiting for IT. 40–80% Automation rate +61% Faster response Visual Builder — no IT 100% Response rate 5 flows active #### Automation Flows 2,248 runs today · 96.4% success rate "+ New Flow" NLP Intent Model Active Last trained 2h ago · EN + AR 94.1% Accuracy Delivery inquiry Returns Product Q&A Complaint Other Trigger Order placed AI Intent Detect intent + entities Route Smart workgroup AI Reply Generate response Resolve Auto-close Flow | Trigger | Runs | Done | Status | |-------------------------------|------|------|----------| | conversational_ai | ANY_MESSAGE | 2,841 | 2,743 | ● Running | | intent_detection | DETECT_INTENT | 1,240 | 1,198 | ● Running | | abandoned_cart_recovery | CART_ABANDONED | 389 | 312 | ✓ Done | | post_resolution_survey | SESSION_RESOLVED | 523 | 441 | ✓ Done | | sla_breach_escalation | SLA_BREACH | 12 | 10 | ⏸ Paused | AI auto-resolved 2,743 today Avg. 4.2s per flow ## 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. Weeks Minutes Workflow change cycle IT ticket Self-service Who makes the change Batch Real-time When changes go live Visual Canvas Builder ## One canvas. Every capability. Full orchestration. Channels, AI, business systems, routing, and analytics — every capability is a node on the canvas. Live customer_journey_v3 Running Order Inquiry Deploy INBOUNDAI PROCESSINGACTIONSRESOLUTION Web Chat Live widget WhatsApp Business API Email Support inbox AI Classify Intent + sentiment AI Enrich Context & entities Fetch Order API lookup Priority Ticket Escalate AI Answer KB response Qualify Lead Tag & route Auto-Reply Send response Agent Handoff Smart assign AI auto-resolved 2,743 today Avg. 4.2s per flow 2,248 runs · 96.4% success ## See it in action The Automation builder — visual workflows, real-time execution. 5 flows active #### Automation Flows 2,248 runs today · 96.4% success rate "+ New Flow" NLP Intent Model Active Last trained 2h ago · EN + AR 94.1% Accuracy Delivery inquiry Returns Product Q&A Complaint Other Trigger Order placed AI Intent Detect intent + entities Route Smart workgroup AI Reply Generate response Resolve Auto-close Flow AI auto-resolved 2,743 today Avg. 4.2s per flow Platform Orchestration ## The nervous system of your CX infrastructure Inbox, AI, analytics, and governed actions — all nodes in your workflow. ### How It Works ## Design. Test. Deploy. In minutes. Three steps from idea to live workflow. Visual builder, no IT dependency, no deployment pipeline. ### 01 ### Design visually Drag triggers, conditions, AI nodes, API calls, and routing onto the canvas. Map the journey end-to-end. ### 02 ### Test in debug mode Run sample conversations. Debug mode shows branch taken, data passed, resolution. ### 03 ### Activate instantly One click to go live. Flows handle real conversations immediately. Roll back fast. ## Core Capabilities ### 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. ### AI-Powered Conversational AI AI understands need, retrieves info, resolves — autonomously for routine requests. ### Visual Workflow Automation Rule-based automation for predictable processes. Triggers, conditions, actions — built visually by your team. ### Intelligent Smart Routing Incoming conversations are classified and routed based on language, priority, and team availability. ## Template Gallery ### 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 Flow 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 ### Intelligent routing with workload balancing Flow 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 ### Post-resolution CSAT with follow-up Flow 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 ### Multi-system complaint handling Flow 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 ## Connected Ecosystem ## 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 ## Use Cases ### 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. ## Human + AI AI handles the volume. Your team handles the nuance. - 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 ### Automation Performance Last 30 days Overall Automation Rate up to 80% AI Resolutions 12,847 This month Avg Resolution Time 38s AI-handled Human Handoffs 3,621 Complex issues Success Rate High Achievable accuracy Top Automated Topics - Order status enquiries 94% - Return eligibility checks 87% - FAQ responses 98% - Delivery updates 91% ## Measurable impact from day one Teams deploy their first automated workflow within hours. Results follow within the first week. 40–80% Automation rate +61% Faster response 2–3x Conversion lift 100% Response rate No conversation missed ## Automation Manual workflows are costing you customers. Automate them in minutes. Teams using Tactful's orchestration canvas achieve 40–80% automation rates. See how it connects your channels, AI, and business systems. 40–80% Automation Rate +61% Faster Response +40% CSAT Improvement 30-minute personalised walkthrough. No slides, no pressure.