Talkdesk CXA | Automation Flows
Turn isolated automation into orchestrated business processes with Automation Flows.
Coordinate long-running backend workflows across systems so every customer interaction ends in execution.
Multi-step orchestration
Design workflows that coordinate actions, decisions, and system updates across multiple applications in a single, governed flow.
Flexible triggers
Start workflows based on Talkdesk events, scheduled conditions, or external API calls to support real-time and on-demand execution.
Split Decisions
Define multiple execution paths to manage approvals, exceptions, and conditional business outcomes.
Long-running workflows
Run processes that span minutes, days, or weeks with automated pause, resume, and status tracking.
Data mapping & transformation
Format, enrich, and map data within workflows to ensure accurate information exchange across systems.
Built-in integrations
Combine out-of-the-box integrations, custom connections, and CTI actions within a unified orchestration layer.
AI-assisted flow creation
Generate and refine workflows using natural language prompts, with full governance and control.
Monitor & reporting
Track execution status, troubleshoot issues, and monitor workflow performance with all levels of insights into your operations.
Design automation around business outcomes, not integrations.
Move beyond siloed integrations to orchestrated workflows that execute real operational work across systems and time. Designed specifically for customer experience operations, Automation Flows bridges the gap between the contact center and the back office to ensure work moves from request to completion.
Orchestrate business processes, not just system connections.
Connect interactions to the meaningful operational layer with structured, governed workflows that coordinate logic, data, and actions across systems. Replace fragile point-to-point integrations with automation designed around complete business processes.
Execute workflows that extend beyond a moment in time.
Handle customer requests and operational commitments that cannot be resolved in a single interaction. Define workflows that pause for approvals, system updates, or status changes and resume automatically when conditions are met.
Build and evolve workflows with AI assistance.
Create workflows from natural language prompts, refine existing logic with AI suggestions, and automatically generate clear documentation of how processes run. Accelerate design while maintaining enterprise-level governance and transparency.
Scale automation without losing control.
Validate workflows before deployment, manage version changes with precision, and monitor execution in real time. Maintain full visibility into how processes operate, enforce governance standards, and scale automation across the organization with confidence.
Automation Flows FAQs.
Traditional integration tools focus on connecting systems and transferring data between them. Automation Flows is designed to orchestrate complete operational workflows across systems and time. It coordinates logic, approvals, status changes, contextual data and long-running processes to ensure customer-driven work progresses from initiation to verified resolution.
Autopilot handles customer interactions by understanding intent and responding in real time. Automation Flows coordinates the operational steps behind those interactions across systems and teams. For example, an AI agent may confirm a refund request with a customer. Automation Flows can then trigger the necessary backend approvals, update financial systems, monitor status changes, and notify the customer once the refund is fully processed. Together, they connect conversation to verified execution.
Automation Flows supports multi-step processes such as case escalations, refund approvals, order updates, compliance checks, follow-up communications, and other cross-system operational workflows. Any process that requires coordination across systems, teams, or timeframes can be structured and executed within a single governed flow.
Yes. Automation Flows includes testing capabilities, version control, execution monitoring, and governance controls to ensure workflows operate reliably at scale. Organizations can validate changes before deployment, maintain visibility into execution status, and enforce operational standards across teams and systems.
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