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Telvanta
SUPPORT CUSTOMERS

Automation & Workflow
Automate the routine.
Focus on what matters.

Build powerful workflows that automate repetitive tasks, route requests, trigger actions and keep every customer interaction smooth and seamless.

A canvas titled Example Workflow: High Priority Ticket — a Trigger step for a new ticket created flows into AI Classification reading Intent: Billing Issue and Priority: High, then Actions that auto-assign to the Billing Team and notify the agent, wrapping to a WhatsApp Customer Notification, an SLA Timer set to respond within 15 minutes and a Resolution step closing the ticket, over a stats row of Time Saved 60%, Automation Rate 78%, CSAT Improvement 32% and Tickets Handled 2.4X.

The impact of automation

Faster ResolutionsAutomate tasks and reduce resolution time.
Higher ProductivityAgents focus on complex issues, not repetitive work.
Consistent ExperienceDeliver standard, high-quality support every time.
Lower Operational CostAutomate more and reduce manual effort.
Scalable SupportHandle more volume without adding more agents.

Trusted by growing businesses

10K+Businesses50M+Conversations / Month
99.99%Platform Uptime4.8/5 from 500+ reviews

Automation & Workflow from Telvanta.ai helped us reduce manual work by 60% and improve first response time by 45%.

Sujan ShresthaHead of Support,KtmKart Pvt. Ltd.

How Automation & Workflow works

1. Choose a Trigger

Start from events like new ticket, status change, SLA breach, or customer reply.

2. Set Conditions

Apply rules and filters to ensure the workflow runs only when needed.

3. Define Actions

Automate tasks like assign, notify, update status, tag, or send a message.

4. Execute Automatically

The workflow runs in real-time and performs actions instantly.

5. Measure & Improve

Track performance, optimize flows and deliver better outcomes.

Powerful workflow capabilities

Trigger Library

Use 20+ pre-built triggers to start workflows instantly.

  • New Ticket
  • Customer Reply
  • Status Change
  • SLA Breach
  • And more

Smart Conditions

Build rules with If/Else logic for precise actions.

  • Ticket Properties
  • Customer Segment
  • Agent Availability
  • Time & Date
  • Custom Rules

Action Library

25+ actions to automate your support operations.

  • Auto Assign
  • Send Message
  • Add Tag / Note
  • Update Field
  • Create Task

AI-Powered Automation

Use AI to classify, prioritize and recommend actions.

  • Intent Detection
  • Auto Prioritization
  • Suggested Replies
  • Similar Tickets
  • Smart Routing

Workflow Templates

Start fast with ready-made workflows for your team.

  • High Priority Ticket
  • SLA Reminder
  • Escalation Flow
  • Feedback Request
  • Re-engagement

Workflow Analytics

Monitor performance and improve continuously.

Runs & Success Rate78%Successful Runs
View Analytics

Popular workflow templates

SLA Breach Alert

Notify agents and update priority when SLA is about to breach.

Use Template

Escalation Workflow

Automatically escalate unresolved tickets to the next level.

Use Template

First Response Reminder

Remind agents if a ticket is not responded within the target time.

Use Template

Customer Feedback

Send feedback survey after issue is resolved to collect customer insights.

Use Template

Re-opened Ticket Alert

Alert agents when a resolved ticket is reopened by customer.

Use Template

VIP Customer Priority

Detect VIP customers and auto-assign with higher priority.

Use Template

Use cases

Ticket Management

Automate ticket routing, assignment and status updates.

SLA Management

Track SLA deadlines and take automated actions to meet commitments.

Customer Notifications

Send timely updates and notifications across multiple channels.

Escalations

Escalate sensitive or unresolved issues automatically.

Task Automation

Create tasks, follow-ups and reminders automatically.

Post-Resolution

Collect feedback and improve based on customer experience.

Why automation & workflow matters

Up to60%

Less Manual Work

Automate repetitive tasks and save time.

Up to45%

Faster Response Time

Automated workflows speed up resolution.

Up to32%

Higher CSAT

Deliver consistent, personalized support.

Up to35%

Lower Operational Cost

Reduce manual effort and support costs.

Up to2X

More Capacity

Handle more tickets with the same team.

Stronger Loyalty

Happy customers come back and stay loyal to your brand.

Automate more. Resolve faster. Delight customers.

Build intelligent workflows that power your support team and create exceptional customer experiences.