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Workflows

Overview​

Workflows are multi-step automated sequences that unfold over time. Where Smart Automation handles instant reactions to single events, Workflows manage the longer arc: a lead that needs three follow-up touches over a week, a post-job sequence that asks for a review and then offers a maintenance plan, or a payment escalation that gets progressively firmer over 30 days.

Each workflow has a defined entry point, a sequence of steps with configurable timing, branching logic based on customer responses, and an exit condition. Contacts move through the workflow on their own schedule — you configure it once, and it runs for every qualifying record.

Pre-Built Templates​

  • New Lead Follow-Up — Initial confirmation SMS → Day 1 email → Day 3 check-in call reminder → Day 7 re-engage
  • Post-Job Review Request — 24hr SMS with review link → 72hr email fallback → 7-day final ask
  • Recurring Service Reminder — 30-day advance notice → 14-day confirmation → 2-day reminder → Day-of alert
  • Payment Overdue Escalation — Day 1 friendly reminder → Day 7 firm notice → Day 14 final warning → Day 30 collections flag

Features​

  • Visual Workflow Builder — Timeline-based editor with drag-and-drop steps
  • Delay Nodes — Wait X hours/days/weeks before next step
  • Branch Nodes — Split path based on customer action (opened email, replied to SMS, paid invoice)
  • Exit Conditions — Stop workflow if job is booked, invoice is paid, or contact unsubscribes
  • Enrollment Triggers — Manually enroll, or auto-enroll via Smart Automation rule
  • Per-Contact Status — See exactly where each contact is in any active workflow

CRUD Reference​

ObjectCreateReadUpdateDelete
Workflow✅✅✅✅
Workflow Step✅✅✅✅
Workflow Enrollment✅✅—✅ (unenroll)
Template✅✅✅✅
Execution History—✅—✅ (purge)

Notes​

Editing an active workflow affects only new enrollments — contacts already in-progress follow the version they enrolled under. Pause a workflow to stop new enrollments without affecting current participants. Workflows respect quiet hours configured under Settings → Notifications → Quiet Hours. All outbound messages from workflows are tracked in the contact's conversation history.