How Conduit Agents Work

Conduit is a customer service agent company that operates fully horizontally, serving teams across every industry. The platform is designed to be transparent, trainable, and fully controllable, addressing a key limitation of typical AI tools by being the opposite of a “black box”—users can inspect reasoning, see sources, and make reliable updates to agent behavior.

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Four Core System Components

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1. Inbox — The Mouth

• Unified conversation threads per contact across all channels (email, SMS, WhatsApp, voice, Airbnb, live-chat)
• AI responses are transparent, showing reasoning and sources
• Users can approve, edit, or teach the agent directly inline

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2. Build Surfaces — The Brain

• Agents define the worker, its persona, tool access, skills, behavior, triggers, and publish state
• Knowledge stores factual pages, folders, documents, links, and synced sources
• Skills store reusable process instructions and tool-use guidance
• Tools let agents take actions and access live systems
• Operator helps teams inspect and update workspace configuration
• Sandbox tests agent behavior before deployment

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3. Workflows — The Arms & Legs

Three workflow types automate communication:

• Proactive workflows: Scheduled or triggered outreach
• Routing workflows: Direct details to appropriate systems or team members
• Triage workflows: Escalate to humans when needed, then auto-close

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4. Dashboards — The Nervous System

• Live metrics on automation rates, escalation reasons, and sentiment
• All charts connect to raw conversations for quick adjustments

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Deployment Model

The system works across any industry, launching with customizable playbooks and intents. Most teams go live within a week and can customize brand voice, policies, enable/disable workflows, and write custom API functions.

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Key Differentiators