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Overview

Workflows enable users to build customized automations that save time, maintain consistency, and scale operations. Whether routing messages to appropriate team members, sending automated replies, or integrating AI into key processes, workflows provide control over support flow.

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What are workflows?

Workflows are visual automations you can create directly in Conduit. Each one runs based on a trigger — like a new contact or conversation tag — and follows a sequence of actions. Use cases:
  • Escalate or reassign conversations based on topic or urgency
  • Send follow-up messages or notifications after a delay
  • Inject an AI Agent into customer conversations
  • Automatically sync tasks to Slack, email, or other systems

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Automate your conversational flows

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Building Blocks

The event that starts the workflow:
  • A new contact created
  • A conversation tag added
  • An AI tool call
The steps your workflow takes after triggering:
  • Send a templated reply
  • Reassign a conversation
  • Notify a teammate
  • Wait for a delay
  • Inject AI
After choosing a trigger, click the + below it and find Controls in the action panel:
  • Add branch routes the workflow down different paths.
  • Add filter only continues the workflow when its rules match.
Conditions are rules configured inside these steps, not a separate item in the action picker. Search for branch or filter, not condition.Example rules:
  • “If the customer signed up today…”
  • “If the tag is ‘billing issue’…”
Dynamic values for messages or logic:
  • {{contact.first_name}}
  • {{created_date}}

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Actions

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

Message

Send Slack, SMS, Email messages to team or external customers

AI

Actions using AI to process incoming calls or messages and retrieve information

Workspace

Assigns team members tasks or updates contact information

Controls

Time-based delays, branches, or filters for task execution

HTTP

Send webhooks to external systems

Business tools

Create or update records in connected CRM and business platforms
Action examples:
  • Send a templated reply
  • Reassign a conversation
  • Notify a teammate
  • Wait for a delay
  • Inject AI into a conversation
Some actions consume credits. Lightweight actions such as updating a contact field use fewer or none, while heavier ones such as AI message generation or voice calls use more. See Workflow credit usage for the cost of each action.