Build customer service workflows. Not workarounds.
Connect triggers, conditions and actions to route conversations, qualify leads and handle repetitive tasks automatically — without writing code.
No credit card · No per-seat fees
- Trigger
- Condition
- Action
- Handoff
Trusted by global teams automating support, sales and operations
Figures from individual customer deployments. Mixdesk is built on the technology and customer service experience that has supported 400,000+ businesses across the Meiqia product family, and launched as the global brand in 2024. Channel names are trademarks of their respective owners.
Workflow Builder
Trigger → Condition → Action. That's the whole model.
Turn the repetitive steps your team handles every day into workflows that run automatically. Every workflow follows the same model: something happens (trigger), you check a condition, then you take an action. Stack them to build workflows as simple or complex as your operation requires.
- Triggers: start workflows from messages, conversation events, web activity, tags, customer source or time-based conditions
- Conditions: branch by channel, keywords, intent, tags, customer attributes or AND/OR logic
- Actions: reply, assign, tag, update contact fields, delay, hand off or trigger an AI Agent
- External requests: send customer or conversation data to connected business systems
- No code required — build and test visually
Automation vs AI Agents
Predictable rules or open-ended conversations?
Automation and AI Agents solve different problems. Use this to decide which one — or which combination — your workflow needs.
Automation — predictable rules. When something specific happens, take a specific action. Best for routing, tagging, assignment, notifications and any workflow where the logic is already known and consistent.
AI Agents — open-ended conversations. When a customer writes in free text and the intent is unknown. Best for answering questions, qualifying leads, collecting context and deciding whether to handle or escalate.
They work together: automation routes and tags, AI Agents respond and qualify, automation hands off to humans.
Routing & assignment
Every conversation finds the right owner — automatically.
Build routing rules that assign conversations to AI Agents, specific teammates or teams based on channel, keywords, tags or customer attributes. Change ownership as the conversation evolves.
- Route by channel, keywords, tags or customer attributes
- Assign to AI Agent, teammate or team
- Transfer ownership at any stage of the conversation
- Notify specific teammates or teams when conditions are met
Use cases
Where teams use Mixdesk Automation
Lead routing. Route inbound conversations to the right team based on channel, keywords and customer attributes — before anyone has to read a single message.
Off-hours handling. When no agents are online, trigger an AI Agent to handle the conversation — then tag and route it for follow-up when the team is back.
Escalation workflows. When an AI Agent tags a conversation as high-value or unresolved, automation escalates it to the right human with full context already attached.
FAQ
Common questions about Mixdesk Automation
What teams ask before they hand the routine over to a workflow.
Before you build
Do I need to write code to build workflows?
What's the difference between Automation and AI Agents?
Can I route conversations from different channels with the same workflow?
Can automation trigger an AI Agent?
Can workflows send messages to customers?
Build the workflow your team should have had from day one.
Your first workflow is minutes away — no code, no seat charges, no waiting on an engineering sprint.
No credit card · No per-seat fees