Getting Started

Power deep automation in Conduit with workflows

Overview

Workflows let you build custom automations that save time, improve consistency, and scale your operations. Whether you're routing messages to the right teammate, sending automated replies, or injecting AI into key steps, workflows give you control over how support flows.

What are workflows?

Workflows are visual automations you can create directly in Conduit. Each one runs based on a trigger — like a new message or tag — and follows a sequence of actions. You decide the logic. You decide the outcomes.

Workflows are used to:

• Escalate or reassign conversations based on topic or urgency

• Send follow-up messages or notifications after a delay

• Inject an AI Agent into guest conversations

• Automatically sync tasks to Slack, email, or other systems

Automate your conversational flows

Understanding the building blocks will help you design workflows with confidence:

• Triggers — The event that starts the workflow. This could be something like:

  • A message received

  • A new reservation

  • A tag applied to a conversation

• Actions — The steps your workflow takes after it’s triggered. Examples include:

  • Send a templated reply

  • Reassign a conversation

  • Notify a teammate

  • Wait for a delay

  • Inject AI

• Conditions & Paths — Logic that determines which branch to follow. For example:

  • “If the guest is checking in today…”

  • “If the tag is ‘broken appliance’...”

• Variables— Dynamic values you can insert into messages or use in logic. For example,

  • {{guest.first_name}}

  • {{check_in_date}}

Actions

When you build out workflows, actions can follow triggers or other actions.

There are 4 types of actions

1. Message: Allows you to send Slack, SMS, Email messages to your team or external customers

2. AI: Actions that use AI to incoming calls or message and retreive information

3. Workspace: Assigns team members tasks or updates contact information in the workspace

4. Controls: Allows time based delays or conditions for when a task should be carried out

Examples of actions include

• Send a templated reply

• Reassign a conversation

• Notify a teammate

• Wait for a delay

• Inject AI into a conversation