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Automations

Customer service automation: decide what happens in every chat

Close inactive conversations on their own, send a reminder when the customer goes quiet, move chats stuck with the bot to your team queue and follow up at the right time. No code, on WhatsApp and every channel.

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Workflow example: when a conversation enters the queue, Talqui checks business hours. During business hours it assigns an operator. Otherwise it lets the customer know and waits for the next business hours.

It's not a chatbot. It's your operation, running on its own.

The chatbot talks to the customer. Workflows handle what your company does around the conversation: move, assign, tag, remind and close.

Meet Chatbot Studio
How it works

How automation works: trigger, steps and paths

All in a visual editor inside Talqui, under Marketing › Automations.

01 · Triggers

Start from the right event

Nine triggers tied to real events in your operation, from a received message to a sent campaign. Narrow each one down by channel and conditions.

02 · Steps

A step for every part of the process

Message, session, contact and logic, plus the steps your installed plugins add. Move, assign, tag, save data, wait and close.

03 · Paths

Your business rules become paths

Paths and filters check channel, inbox, tags, fields, message text, time and weekday, combined with AND, OR and AND NOT.

04 · Wait and resume

The flow waits and resumes on its own

Wait for reply holds until the deadline and goes down Replied or No reply. Wait for business hours holds the flow until your team is in and, on WhatsApp, uses an approved template outside the 24-hour window.

Ready-made templates

Automation examples from real operations

Every scenario came from conversations with Talqui customers. None of them needs code, and all of them adjust to your own rules.

  • Conversation stuck in the queue

    Support

    The contact never answered the bot. Send a reminder and, with no reply, close it with the right reason.

    1. No activity30 min
    2. Send message
    3. Close sessionNo response from customer
    3 stepsUse automation

  • Cancellations go to retention

    Support

    Someone added the cancellation tag? The conversation moves inboxes right away.

    1. Tag added to sessioncancellation
    2. Move to inboxRetention
    3. Assign operator
    3 stepsUse automation

  • A reply that calls for sales

    Sales

    Whoever answers “I want to know more” goes straight to a salesperson, with the interest saved on the contact.

    1. Message received
    2. Split by condition“know more”
    3. Assign operatorSales team
    3 stepsUse automation

  • VIP customer after hours

    Sales

    A contact tagged VIP wrote in outside business hours? They go to the priority inbox.

    1. Message received
    2. FilterVIP and after hours
    3. Move to inboxPriority
    3 stepsUse automation

  • Campaign with no reply

    Marketing

    Contacts who don't answer in time get an approved follow-up during business hours and become cold leads.

    1. Campaign sent
    2. Wait for replyUp to 2 days
    3. Send approved templatefollow_up_offer
    3 stepsUse automation

  • Campaign that got a reply

    Marketing

    Contacts who reply move to the sales inbox, get an operator and are tagged as engaged.

    1. Campaign sent
    2. Wait for replyReplied
    3. Move to inboxSales
    3 stepsUse automation
Built for production

Automations that stay predictable at scale

An automation that touches your whole operation needs versions, visibility and brakes. Workflows ship with all three.

  1. Every saved change becomes a version, with its author. Runs already in progress finish on the version they started with, and you can go back to any earlier one.

    Version history of a workflow with the live version highlighted and the option to restore an earlier version

  2. The Runs panel shows every execution in real time: the contact, when it started and where it is now. The Metrics tab shows daily volume and results.

    Runs panel of a workflow with a daily chart and the list of contacts with the status of each run

  3. If an automation fires an unusual number of times, Talqui pauses it and tells you why. And what a workflow does is labeled in the conversation.

    Workflow settings and the automatic pause notice for too many runs
Version history of a workflow with the live version highlighted and the option to restore an earlier version

Why Workflows

Built with the people who answer every day

Launch Week #01

Talqui Workflows: your process, running on its own

In just over a minute, see how a workflow is built, runs and shows every execution.

Read the announcement

We don't want to tell a company how its operation should work. Every new tool forces the team to relearn everything and change the way it works. We built automations to flip that: Talqui adapts to your team, and you build, edit and change every flow whenever the operation calls for it.

João MirandaFounder, Talqui

Safe to change

  • No code Trigger, conditions and steps in a visual editor.
  • A version on every save Only the published version runs, and you can roll back.
  • Automatic pause If it fires too often, Talqui pauses it for review.

With AI agents

70%

More than 70% of the demand that used to need a person is already handled by Talqui's AI agent. Workflows take care of what happens around the conversation.

Source: Workflows launch post, Oct 2026Meet the AI agents

FAQ

Questions about customer service automation

What teams ask the most before automating customer service.

Still have questions? Talk to us at

Do I need to code to use Workflows?

No. You build the automation in a visual builder: pick the trigger, set the conditions and add the steps. Every step has a settings panel with a link to the help center.

What is the difference between Workflows and the chatbot?

The chatbot talks to the customer, with menus and questions. Workflows automate the process around the conversation: tags, transfers, follow-ups and integrations. They work together: the chatbot can start an automation with the Run workflow block.

Which channels does it work with?

Triggers and conditions apply to conversations from the channels connected to Talqui, and you can filter by channel. Sending messages depends on the channel. On WhatsApp, outside the 24-hour window, you choose to send an approved template, skip the step or stop the run.

What if I publish a wrong change?

Every save creates a version and only the published version runs. To go back, open the history and restore an earlier version. Runs already in progress finish on the version they started with.

How do I know the automation is working?

In the Runs panel you see every run with the status of each step, the event that started it and the error, when there is one. The Metrics tab shows runs per day, per version and the delivery of the messages sent.

Can I connect my CRM or another system?

Yes, through plugins that offer steps for Workflows. The CRM plugin, for example, identifies the contact in the connected CRM and saves the owner and the customer stage in fields the automation uses to route the conversation.

What if an automation fires more than it should?

You decide whether a contact can have more than one run at a time, whether the run stops when the conversation is closed and how long it can last. If an automation fires too often, Talqui pauses it automatically so you can review the flow.

Keep exploring

See all features

Shared inbox

Where your team answers the conversations workflows route to them.

Discover

Build your first workflow

Start from a ready-made template, adjust it to your operation's rules and publish when it's ready.

7-day free trial, no credit card required.

Workflows guide in the help center