Getting Started

Power deep automation in Conduit with workflows

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.

Let’s walk through the basics and what you’ll need to know to build your first workflow.

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 AI messages at the right moments in a guest conversation

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

Components of a workflow

Understanding the building blocks will help you design automations 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}}

• Runs — Every time a workflow is triggered, it creates a “run.” This is how you trace what happened and debug your logic.

• Templates— Conduit provides templates for common use cases — from simple replies to multi-step automations — to help you get started faster.