Route conversations
Assign by channel, topic, language, priority, customer, or intent.
Workflow automation
Automate the handoffs behind every customer conversation.
Route, tag, enrich, escalate, and trigger AI agents without manual busywork.
Coverage
24/7
automation
Routing
12+
conditions
Time saved
18h
per week
Trigger
New WhatsApp order question
Condition
Intent is delivery issue
Action
Tag priority and fetch order
Resolve
AI reply or assign owner
Workflow run
Order question triage
01Fetch Shopify orderCompleted
02Apply priority tagCompleted
03Draft AI responseReady
Outcome
41%
faster first response on routed conversations
Next action
Send tracking reply and keep owner assigned.
Intent
Delivery
Priority
High
Owner
Support
Automation
Turn repeated decisions into reliable workflows.
Lamdesk workflows connect inbox, AI agents, campaigns, and customer records so teams do not repeat manual steps.
Tag automatically
Apply tags for returns, refunds, VIPs, lead intent, and product questions.
Trigger AI agents
Let AI answer, summarize, qualify, or collect missing details.
Escalate urgent issues
Move high-risk conversations to the right owner instantly.
Update customer records
Sync fields, lifecycle stages, and activity on the customer timeline.
Create team tasks
Set follow-ups, reminders, callback tasks, and internal handoffs.
How it works
Trigger, decide, act, and update.
Every workflow follows a clear path, so teams can understand and improve automation safely.
01
Trigger
New message, campaign reply, order event, or missed call.
02
Condition
Check intent, channel, customer type, language, or priority.
03
Action
Tag, assign, reply, call, update, or ask AI to handle it.
04
Result
Customer gets help and the team sees the next step.
Routing rule
If
Message contains return or refund
And
Customer order value is above $100
Then
Assign to priority support and trigger AI summary
Controls
Keep automation powerful, visible, and easy to change.
Set clear conditions, fallback paths, and human handoff rules for every customer journey.
Human handoff
Language rules
VIP priority
SLA alerts
Audit history
Team visibility
Use cases
Automate support, operations, and sales follow-up.
Use workflows wherever the next action is predictable but still needs customer context.
Support triage
Route billing, refund, order, and technical issues to the right queue.
Intent tagsPriority routingSLA alerts
Ecommerce operations
Automate delivery updates, return requests, COD issues, and product questions.
Order eventsCustomer updatesOwner assignment
Sales handoff
Detect high-intent customers and create fast follow-up for sales teams.
Lead scoreDemo taskPipeline handoff
Workflow analytics
See what automation saves and where teams still step in.
83%
auto-routed
18h
saved weekly
41%
faster reply
Automation volume
FAQ
Workflow questions.
Short answers about Lamdesk customer workflow automation.
What are Lamdesk workflows?
Lamdesk workflows are no-code automations that route conversations, apply tags, trigger AI agents, update customer records, and create follow-up actions.
Can workflows use AI agents?
Yes. Workflows can trigger AI agents to answer, summarize, qualify, collect details, or hand off conversations based on rules.
Can workflows route support tickets?
Yes. You can route by channel, intent, language, customer type, priority, tag, campaign, and other workspace signals.
Do workflows connect to campaigns and inbox?
Yes. Campaign replies and inbox conversations can trigger workflows, and workflow outcomes stay attached to the customer record.
Ready to automate?