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The orchestrator is what makes Salesflow a CRM that updates itself. When a conversation ends, it reads what happened and decides whether the customer should change stage — with a confidence level you control.
The orchestrator is not an agent running all the time. It wakes up when a conversation ends, evaluates that customer, and goes back to sleep. It consumes nothing while there’s no activity.

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When it runs

It fires when a conversation ends on any of the three channels: Evaluations are processed every minute, so roughly up to 1 minute passes between the end of the conversation and the card moving.
It does not evaluate message by message. While the conversation is still open, the orchestrator doesn’t intervene. If your WhatsApp sessions never get resolved, they never get evaluated.

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How it decides

For each customer, the orchestrator takes all the orchestrator transitions leaving their current stage and evaluates them in a single query, picking the best one — or none. What the AI sees:
  • The name and description of the pipeline and of the source and target stages.
  • Each transition’s prompt as the criterion to evaluate.
  • The conversation data: for chat, the last 20 messages, plus summary, sentiment, status, and disposition; for voice, the full transcript and ~27 call fields.
  • The customer: name, company, and their tags.
  • Their recent journey: the last 5 stage moves.
In chat conversations, the AI only sees the last 20 messages. If your criterion depends on something said early in a very long conversation, it won’t be evaluated reliably.
The orchestrator is designed to be conservative: its default answer is don’t move. It only moves when there’s concrete evidence in the conversation, and it’s explicitly instructed not to invent or infer data that isn’t there. An unanswered call or a voicemail is almost never enough to move anyone.

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Enabling and configuring it

The orchestrator is enabled per pipeline, from Orchestrator Agent in the top bar.
Disabling it deactivates all your orchestrator transitions. When you turn it off, Dialtu tells you how many transitions are about to be deactivated.When you turn it back on they don’t reactivate themselves: you have to tick the “Reactivate N orchestrator transition(s)” checkbox. If you miss it, the transitions are still there but inert, and the pipeline looks broken for no apparent reason.
Orchestrator modal with the system prompt, AI model choice and confidence thresholds

Orchestrator Agent configuration

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System prompt

Instructions that apply to all transitions in this pipeline. This is the place for the business context that doesn’t change:

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AI model

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Confidence thresholds

The AI returns a confidence from 0 to 100%. Two thresholds split it into three zones: Defaults: skip 60%, auto-move 80%.
The Review zone currently only works for voice calls. On WhatsApp and SMS, an evaluation landing in the middle band does not flag the customer for review — it behaves the same as a skip. The interface presents all three zones as universal, but review flagging is only generated from the voice channel.

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What it costs

  • Standard is genuinely free. No credits are deducted and no transaction is created.
  • Pro consumes credits, and only when the customer actually moves. A Pro evaluation that decides don’t move is not charged.
  • Before each Pro evaluation your balance is checked. Without enough credits, the evaluation is logged as Insufficient credits and doesn’t run.
You can review spending with View Costs in the orchestrator configuration.
The costs modal is labeled “Last 30 days”, but it actually shows the complete history since you enabled the orchestrator.

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Writing good transition prompts

A transition’s prompt describes the criterion for that specific jump. Some rules that work:
Bad: Move if the customer is interested.Good: Move if the customer asked for a demo, gave a date to meet, or asked about specific pricing for their case.
The orchestrator is conservative by default, but explicit exclusions prevent the most expensive false positives:Do not move if they only asked for the catalog, or if they said they'd get back in touch later.
If a prompt tries to cover three different situations, confidence drops and the customer ends up in the skip zone. Create separate transitions.
Tone, business context, and shared definitions go once in the system prompt, not repeated in every transition.
An orchestrator transition with an empty prompt is still evaluated: the AI receives it as “no criteria specified”. It doesn’t error and it isn’t skipped.

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Things worth knowing

Input nodes and idle timers respect the pipeline status, but transitions don’t. A paused pipeline — or even a deleted one — keeps evaluating and moving customers, and on the Pro tier keeps spending credits.To genuinely stop AI-driven movement, disable the Orchestrator Agent.
If a static transition matches, the orchestrator doesn’t even run. This is the most common reason for “the AI did nothing”.
Unlike static transitions, orchestrator ones cannot be limited to certain agents. Any conversation that ends, from any agent, triggers evaluation. Pausing an agent doesn’t prevent it either.
The lead’s owner is assigned on entering the pipeline and doesn’t change when the orchestrator moves them. A lead the AI pushes all the way to a closing stage keeps whoever was assigned at the start, or nobody.
Provider errors aren’t shown raw: you’ll see Evaluation Error in the history. On WhatsApp and SMS the event is retried automatically; on voice there is no retry, even though the message says otherwise.

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Seeing what it decided and why

Every evaluation is logged, whether the customer moved or not. From the card, under Processing History, you’ll see the result, the confidence, and the reasoning in plain text.

History and troubleshooting

How to read the history and what to do when a lead doesn’t move.