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Workflows & Rules

Your support processes, drafted by AI, tested first.

Describe a process in plain words and the AI drafts it as a visual workflow — triggers, branches, waits, approvals and AI steps — checked and repaired before you see it. Test it on a real ticket with nothing sent, then publish. Simple business rules and timed automations keep everyday tickets tidy.

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  • Starts on tickets, conversations, SLA risk, ratings and AI resolutions
  • Test runs simulate every step — nothing is sent or changed
  • Every version kept, every run recorded step by step
SLA rescueTest passed

Describe it

When a ticket is about to miss its SLA, alert the team lead. If nobody picks it up within 30 minutes, make it urgent and assign the on-call manager.

Drafted 5 steps · checked and repaired before you see it

TriggerSLA about to breachAny queue · first response
ActionNotify the team leadIn-app · with the ticket link
WaitUntil assignedTime out after 30 min
AssignedEnd
Timed outEscalateUrgent · on-call manager
Test run on ticket #1182 — passed via the time-out pathEvery step simulated. Nothing was sent, changed or assigned.

01Triggers & steps

It starts on what happens.
Then it branches, waits and asks.

Start a workflow when a ticket is created, tagged or merged, a message arrives, an SLA is about to slip, a customer leaves a rating, or the AI agent proposes or verifies a resolution. Then branch, filter, loop, wait, act in a connected app, call any API, or hand a step to AI.

  • Wait for a time, for business hours, or until something happens
  • Act in Slack, Jira, Stripe, Shopify and more — or call any API — with no code
  • Each step retries, then stops, carries on or follows an error path
Add to workflow

Start when…

Tickets

  • Ticket created
  • Ticket updated
  • Status changed
  • Ticket assigned
  • Ticket tagged
  • Tickets merged
  • Ticket split
  • New message

SLA

  • SLA about to breach
  • SLA breached

Customers & AI

  • Customer rated
  • AI resolution proposed
  • AI resolution verified

Team & manual

  • User provisioned
  • On demand

Then…

Logic

  • Branch
  • Filter
  • Merge
  • Loop

AI

  • Generate
  • Classify & extract
  • Run AI agent

Time & people

  • Wait
  • Approval

Data & actions

  • HTTP request
  • Transform
  • Tool
  • Action
  • Send message
  • Sub-workflow

Wait for a duration, for business hours, or until something happens — with a time-out path of up to 30 days.

02AI steps & approvals

AI does the drafting.
A person signs it off.

AI steps classify a message, pull out details such as an order number, draft a reply, or run your AI agent for a bounded turn. When a step needs judgement, an approval pauses the run and asks the right people — by name, team or role — showing exactly what will be sent.

  • An approvals inbox shows what is waiting on you
  • Whoever started a run can’t approve it themselves
  • Run history with every step’s outcome — cancel a run in flight
Run #482 · AI drafts, a teammate approvesWaiting
  1. TriggerNew messageTicket #2041 · from the customer
  2. AI · Classify & extractIntent: delivery changeOrder number found in the message
  3. AI · GenerateDraft the replyFrom the ticket and your articles
  4. ApprovalWaiting on Support leadsAsked 4 min ago
  5. Send messageReply to the customerRuns once approved

Approval · asked of Support leads

On approve, runs
Send message — the reply below
Goes to
Maya Rivera · ticket #2041
They last wrote
“Can you send it to my office instead? It hasn’t shipped yet.”

AI draft

Hi Maya — order NW-4471 hasn’t left our warehouse yet, so we can still change where it goes. Reply with the office address and we’ll update it before it ships.
ApproveRejectWhoever started the run can’t approve it

03Business rules & automations

Routine tickets,
settled by simple rules.

Not everything needs a canvas. Business rules act the moment a ticket changes; timed automations sweep open tickets on a schedule, from every 15 minutes to once a day. Each one reads as a plain sentence, can be tested on a real ticket, and keeps its own history.

  • Conditions can read the customer: VIP, account tier, segment
  • Rules run in order; one can stop the rest
  • Outgrown a rule? Convert it into a workflow
Business rule · VIP customers are urgent

What this rule does

When a ticket is created, if the customer is VIP and priority isn’t urgent, then set priority to urgent and add the tag “vip”.

Test on ticket #2041

Would act on #2041

Customer is VIP ✓ · priority is normal ✓ — nothing changed by the test.

History

  • #2038Acted09:41
  • #2031Skipped — loop guard09:12
  • #2027Acted · stopped later rules08:55
Timed automations
  • Auto-close solved after 7 days
  • Nudge the assignee when pending 2 days
  • Ask for a rating a day after solving

Each automation acts on a ticket at most once per window, so a sweep never repeats itself.

04Everything in the box

One engine for processes.
One for housekeeping.

  • Describe, then draftWrite the process in plain words; the AI drafts the graph and the server checks and repairs it.
  • Visual canvasAdd a step on any connection and configure it without code; problems are flagged before publish.
  • Waits with a time-outA duration, business hours, or until an event — with a time-out path of up to 30 days.
  • Approvals inboxAsk by name, team or role. The card shows what runs on approval and who it goes to.
  • AI stepsGenerate text, classify and extract details, or run your AI agent inside a workflow.
  • App actions & Call an APISlack, Teams, Jira, HubSpot, Stripe, Shopify, Salla, Cal.com, Resend — or any REST API, reshaped with no code.
  • Retries & error pathsPer-step retries, then stop, continue, or follow an error path you draw.
  • Side-effect-free test runsEvery step simulated on a real ticket, AI steps included. Nothing is sent or changed.
  • Versions & restoreEvery published version is kept; restore an earlier one in one step.
  • Run historyEach run with step-by-step detail, and cancellable while it is still in flight.
  • Built-in templatesSLA rescue, VIP fast lane, repeat tickets, after hours, queue overflow, AI drafts a teammate approves.
  • Rules & timed automationsInstant rules on ticket events and scheduled sweeps — ordered, testable and loop-guarded.
  • Conversation triggersStart when a chat begins or a customer writes, on your website or any messaging app.
  • Chat stepsSay something, ask with buttons or a question, hand the chat to a person, or let the AI take over.
  • Procedures for the agentWorkflows your AI agent can call mid-conversation — track an order, book a call back.

Not built yet

  • Actions that edit Callario’s own customer and company records

05Straight answers

What teams ask
before they automate.

Can a workflow refund a customer in Stripe or change an order in Shopify?
Yes, with approval. Connect Stripe or Shopify with your own key and a workflow can refund through Stripe or cancel, return and refund a Shopify order — irreversible steps pause for a teammate to approve first. Salla works the same way, and any other system is a “Call an API” step away.
Workflow or business rule — which should we use?
A business rule for one-step housekeeping: when this happens and these conditions hold, change these fields. A timed automation for anything that depends on time passing, like closing a solved ticket after a quiet week. A workflow when the process has several steps, a wait, an approval, AI, or a call to your API. A rule can be converted into a workflow when it outgrows itself.
Can automation get stuck in a loop?
Each change carries its lineage, so a rule refuses to act past a depth limit and, by default, ignores changes made by automation. A workflow’s own changes don’t start it again, and a timed automation acts on a ticket at most once per window.
How do we test something before it goes live?
Run a workflow against a real ticket: every step is simulated, AI steps included, and the test shows the path it took — with nothing sent, changed or assigned. Rules have the same test: pick a ticket and see whether the rule would act, and why.
What happens when a step fails?
Each step can retry, then stop the run, carry on, or follow an error path you draw. Run history shows how every step ended, and a run that is waiting can be cancelled.
Can workflows change customer or company records?
Not yet. Workflows and rules act on tickets and conversations. They can read the customer — VIP flag, account tier, segment — in their conditions, but they don’t change customer or company records today.

Works with the rest of Callario

AI AgentStarts one of your workflows as one of its tools.Routing & SLAsThe queues and SLA events your triggers watch.InboxWhere escalations and approved replies land.Integrations & APIConnected apps, signed webhooks and the APIs your steps call.
Design-partner programme · now onboarding

Put it in front of
real customers.

We’re onboarding a small group of teams ready to run their support on Callario’s AI — and to tell us where it breaks. Bring your real conversations; we’ll bring the platform and the people who build it.

Get early accessBook a demo
  • No training on your data
  • English and Arabic
  • Human takeover, any time

What design partners get

  • The whole platform, set up with youAI agent, copilot, workflows, inbox and knowledge — configured around your real conversations.
  • A direct line to the buildersTalk to the people who write the code, not a support queue.
  • A say in what ships nextYour feedback shapes the roadmap, week by week.