Ecommerce support automation

Turn the next right action into a dependable workflow.

SignalBX connects customer events to explicit, validated flows that can branch on context, wait without losing state, send channel-aware messages, update contacts, call webhooks, and retain the execution trail.

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Six trigger types

Start from messages, keywords, new contacts, schedules, webhooks, or manual action.

Branching conditions

Choose explicit true and false paths, or wait for input with a timeout path.

Durable delays

Persist delayed continuation through the worker path with execution state intact.

Channel-aware sends

Validate outbound content against the selected messaging channel.

Customer updates

Add tags or update approved contact identity and metadata fields.

Reusable variables

Carry trigger values and step outputs forward through the execution.

Flow templates

Start with system recipes or maintain tenant-owned workflow templates.

Execution evidence

Inspect status, current step, bounded output snapshots, errors, and duration.

One automation control plane

Make the trigger, decision, action, and outcome readable.

A flow keeps its triggers, channel, ordered step graph, lifecycle state, tags, execution count, schedule state, and ownership together. Teams can validate the definition before it is allowed to become active.

Automation flow workspace Illustrative data · tenant-scoped flow

Triggers2message + keyword

Steps5one branching condition

Executions1,284all-time flow starts

Last run42scompleted successfully

Flow definitionGraph valid

Keyword matchdelivery · tracking · late

Start

Set variabletrackingStatus

Step 1

Conditionstatus equals delayed

Branch

Send messageShare delivery update

Add tagtracking-follow-up

Start from a real customer event

Choose the moment that should put the workflow in motion.

A flow can hold multiple enabled triggers. Channel scope and trigger configuration are evaluated against active tenant-owned flows before an execution record is created.

Match inbound messages through structured filters or explicit keyword lists
Run once at an ISO timestamp or repeatedly from a cron expression and timezone
Accept signed, replay-bounded webhook events through a configured path

Inbound message

React to a normalized customer message and optional message filters.

Conversation event

Keyword match

Start when inbound text contains one of the configured terms.

Text signal

Contact created

Welcome or qualify a contact when the customer record is first created.

Customer event

Schedule

Use an ISO timestamp or cron expression with an optional IANA timezone.

Time event

Webhook

Map a verified external event to an active flow path.

External event

Manual

Start an active flow through an authorized execution request.

Operator action

A guarded flow lifecycle

Draft freely. Validate deliberately. Activate with confidence.

Draft and paused flows remain editable. Activation requires a complete, valid definition; active flows can be paused, and archived flows leave the operating set without erasing their identity.

DraftCompose triggers and the step graph

Editable

ValidateCheck schemas, references, reachability, and cycles

Required

ActiveAccept matching events and scheduled fires

Running

Pause or archiveStop new work through explicit state changes

Controlled

Explicit workflow definitions

Keep automation logic portable and inspectable.

Triggers and steps use a compact typed shape with named IDs and explicit edges. The same definition can be validated, saved as a template, activated as a flow, and inspected through the tenant API.

triggers steps config trueStepId falseStepId

POST/api/v1/flows

{
  "name": "Delivery issue triage",
  "channel": "whatsapp",
  "triggers": [{
    "triggerId": "tracking-keywords",
    "type": "KEYWORD_MATCH",
    "config": { "keywords": ["tracking", "late"] }
  }],
  "steps": [{
    "stepId": "check-status",
    "type": "CONDITION",
    "config": {
      "source": "message.content.text",
      "operator": "contains",
      "value": "late"
    },
    "trueStepId": "send-update",
    "falseStepId": "tag-follow-up"
  }, {
    "stepId": "send-update",
    "type": "SEND_MESSAGE",
    "config": {
      "text": "We are checking your delivery now."
    }
  }, {
    "stepId": "tag-follow-up",
    "type": "ADD_TAG",
    "config": { "tag": "tracking-follow-up" }
  }]
}

Seven building blocks

Move from signal to action without hiding the logic.

Every step has a distinct contract. Sequential edges handle the normal path, conditions choose true or false branches, and input waits can continue through a configured timeout path.

Send message

Render trigger or variable values into channel-aware outbound text and content.

Idempotent send

Delay

Continue after a validated delay using a persisted due job in worker mode.

Durable continuation

Condition

Compare context with typed operators and select a true or false edge.

Explicit branch

Add tag

Apply one or more rendered tags to the linked tenant contact.

Customer routing

Update contact

Change approved identity, tag, or metadata fields on the linked contact.

Controlled mutation

Call webhook

Send a bounded HTTPS request with retries, idempotency, and optional response capture.

System handoff

Set variable

Store a static, rendered, or trigger-derived value for later steps.

Execution context

Execution-level accountability

See where the flow is, what completed, and why it stopped.

Each run records its trigger event, linked customer context, variables, completed-step count, current step, lifecycle status, cancellation request, and error state. Step history adds snapshots and duration.

Automation executionExecution + ordered step history

SET_VARIABLERead current tracking statusOutput saved · 18 ms

Completed

CONDITIONStatus equals delayedTrue path selected · 2 ms

Completed

SEND_MESSAGEShare delivery updateOutbound send queued · 41 ms

Completed

ADD_TAGdelivery-update-sentContact updated · 12 ms

Completed

Customer work, made repeatable

Practical workflows for the moments support teams see every day.

First contact

Welcome a newly created customer.

Pause briefly, send a channel-aware welcome, and carry the contact and conversation links through the run.

Contact trigger + delay + send

Support intent

Acknowledge a message containing “help.”

Match a configured keyword, send an immediate response, and tag the customer for human follow-up.

Keyword + message + tag

Business hours

Respond differently when the team is offline.

Evaluate the current time against a window and branch into the appropriate customer response.

Condition + branch

Follow-up

Send a reminder after a meaningful delay.

Persist the delayed continuation so later work resumes from the intended step with its variables intact.

Durable delay + variables

System event

Turn an external alert into customer action.

Verify an inbound webhook, extract payload values, then send a notification or update customer context.

Webhook trigger + variable

Human checkpoint

Wait until an operator supplies the next input.

Move an execution into waiting state, retain a pending wait, and resume or follow its timeout path.

Wait + resume + timeout

Automation with operational boundaries

Reliable enough for customer-facing work. Explicit enough to govern.

Automation performs real sends and customer updates. SignalBX puts validation, durable state, bounded payloads, cancellation, permissions, and tenant isolation around those effects.

Definition validation: Activation rejects missing triggers or steps, invalid configurations, unknown references, duplicate IDs, and cyclic graphs; unreachable steps are reported.
Durable step boundaries: Worker-mode executions persist jobs, variables, step history, outbound work, and delayed continuation around transactional boundaries.
Safe outbound webhooks: HTTPS enforcement, bounded bodies and response snapshots, retry classification, idempotency keys, circuit breaking, and egress checks constrain calls.
Verified inbound webhooks: Signatures, timestamp replay windows, tenant and source-IP rate limits, and idempotent receipts protect webhook-triggered starts.
Cooperative cancellation: Running or waiting executions retain a cancellation request and stop at controlled step boundaries.
Scoped permissions: Separate read, create, execute, and manage permissions govern flow definitions, templates, lifecycle changes, and executions.

Automation questions

What teams need to know before activating a flow.

What can start an automation?

An active flow can start from an inbound message, a keyword match, contact creation, a schedule, a verified webhook, or an authorized manual execution. A flow can contain multiple enabled triggers.

Which actions can a flow perform?

Flows can send messages, delay continuation, evaluate a condition, add contact tags, update approved contact fields, call an outbound webhook, and set reusable execution variables.

Can an automation branch?

Yes. Condition steps can select explicit true or false paths. A condition configured to wait for input can also continue through a timeout path if the wait expires.

What happens during a long delay?

With the worker path enabled, the execution stores a due continuation job instead of depending on one long-running in-memory timer. The next step and variables are retained for resumption.

Can a person pause or stop automation work?

A manager can pause an active flow to stop new matching starts. Running or waiting executions can also receive a cooperative cancellation request, while waiting executions can be resumed with authorized input.

How do teams investigate a failed run?

Execution detail includes status, current step, variables, completed count, error, and customer links. Ordered step history adds per-step status, bounded snapshots, error detail, and duration.

The next action, already connected

Build customer workflows your team can understand and trust.

Turn support signals into validated paths for messages, decisions, waits, customer updates, and system handoffs—while keeping every execution visible.

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