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For CX & operations

Build the operation yourself. No services project required.

Describe a process in plain words and AI drafts it as a workflow you can test on a real ticket before it goes live. Queues route on the intent, sentiment and language AI triage detects, every assignment records why, and approvals, SLA triggers and AI-quality reports sit on the same data.

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  • AI drafts workflows from a plain description
  • Every assignment records the reason it was made
  • Test runs simulate every step — nothing is sent
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.

01Routed by what the customer wrote

An Arabic payments question
lands with the right person first time.

Nobody tagged this conversation. AI triage read the intent, the language and the mood, the first queue whose conditions matched took it, and the assignment logged its reason — so when someone asks “why did this go to Omar?”, the answer is already written down.

ننخلة بايالمساعد الذكي · متصل

حوّلت مبلغ لأخوي أمس وللحين ما وصله. وين الفلوس؟

التحويلات بين المحافظ تصل عادةً خلال دقائق، وقد تتأخر حتى ٢٤ ساعة إذا خضعت لمراجعة. حوّلت محادثتك لفريق المدفوعات ليتحقق من تحويلك بنفسه.

المصادر:مواعيد وصول التحويلات

انضم عمر إلى المحادثة

عمر · فريق المدفوعات

أهلاً سارة، تحويلك في مراجعة روتينية وبيوصل اليوم قبل الساعة ٦ مساءً.

How it was routed

  1. AI triage: transfer delay · Arabic · negativeRun automatically — a queue routes on it
  2. Matched queue “Payments · Arabic”Conditions: AI intent and language
  3. Assigned to Omar H.Least busy (2/5 open) · skills: payments, Arabic
  4. SLA clock startedFirst response in 30 min · business hours

02What you configure

The levers of the operation,
with AI doing the legwork.

Workflows & RulesStart on ticket changes, new messages, SLA risk, CSAT ratings and AI resolutions; wait, branch, loop and ask for approval.AI · Describe the process and AI drafts the graph — checked and repaired before you see it.Routing & SLAsLeast busy, round-robin, longest idle or manual; skills, capacity, business hours and SLA pauses.AI · Queues route on AI-detected intent, sentiment and language, and each assignment says why.Inbox & TicketingMacros, merge and split, statuses and drafts that persist for the whole team.AI · Triage suggests a priority from what the customer actually wrote.AI AgentHandoff triggers, office hours and modes — escalate, offer, ask first or never.AI · Can run one of your workflows as a tool in the middle of a conversation.Reporting & QATeam pulse, SLA performance, CSAT, and a run history for every workflow.AI · The AI quality report shows failed intents, tool and guardrail health, and the verified-resolution rate.Integrations & APISlack, Teams, Jira, HubSpot, Stripe and more with your own keys — plus signed webhooks and a REST API.AI · App actions and “Call an API” steps in workflows; MCP servers add tools to the agent.

03What changes

Change the process on Tuesday, not next quarter.

  • Every new rule is a request to engineering or a services engagement.

    You describe it, AI drafts the workflow, you test it on a real ticket and publish.

  • Nobody can explain why a ticket landed in the wrong queue.

    Each assignment records the queue that matched, the strategy and the skills.

  • Exceptions get approved in side chats, with no record of who said yes.

    An approval step pauses the run; the approver sees what will happen next, and the person who started it can’t approve it.

  • An automation goes live untested and fires on every ticket.

    Test runs simulate every step with nothing sent or changed, and any version can be restored.

04Honest about scope

What you can build today, and what isn’t built yet.

Live today

  • Workflows with 14+ triggers, approvals, waits of up to 30 days and AI steps
  • Business rules and timed automations on tickets, with loop protection
  • Queues that route on AI-detected intent, sentiment and language
  • SLA policies with business hours, pauses and about-to-breach events
  • Slack, Teams, Jira, HubSpot and Stripe actions as workflow steps
  • Email, WhatsApp and social conversations in the same queues

Not built yet

  • Workflow actions that edit Callario’s own customer and company records

05Straight answers

Questions from people
who run the operation.

Do we need engineers to build workflows?
No. You describe the process, edit the drafted graph without code, test it and publish. Slack, Teams, Jira, HubSpot and Stripe connect with a key. You only need a developer when a step should reach one of your own systems — a “Call an API” step calls an endpoint someone on your side exposes.
What if the AI drafts the workflow wrong?
You see the graph before anything runs, and the server validates and repairs it first. A test run walks every step against a real ticket with nothing sent or changed — AI steps are simulated. Nothing goes live until you publish, every version is kept, and an earlier one can be restored.
Can a workflow update a customer’s CRM record?
Not Callario’s own customer record yet. Workflow actions work on tickets and conversations — status, priority, type, assignee, team, tags, custom fields, notes, replies, SLAs and CSAT surveys — and can create a contact in HubSpot, post to Slack or Teams, or call your own API.
Does it connect natively to Slack or Jira?
Yes. Connect Slack, Microsoft Teams, Jira, HubSpot or Stripe with your own key or token and their actions become workflow steps: post a message, create a Jira issue, create a HubSpot contact, look up a Stripe customer or refund with approval. Anything else is a “Call an API” step away.
Why did a ticket go to a particular person?
Open the ticket and the routing decision is there in words: which queue matched and on which conditions, the strategy it used, and the agent it picked — for example “Least busy: Omar (2/5 open), skill match”.
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.

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  • 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.