Automate Customer Journey

Your best customers get consistent follow-up. Everyone else? They get whatever your team remembers to do.

That's the problem with manual outreach—it's inconsistent. The lead who calls on a busy day gets forgotten. The reminder that should have gone out didn't. The customer who went quiet never got a check-in.

Workflows fix this. Design multi-step sequences once, and they run automatically whenever the right conditions are met. No code required, no team member needing to remember.

What Are Workflows?

Workflows are automated sequences triggered by events:

• New lead comes in → Follow up with call, then text, then email
• Appointment booked → Send confirmation, reminder, and follow-up
• Customer hasn't visited in 90 days → Trigger win-back campaign
• Negative review mentioned → Alert manager and reach out

Think of them as "if this, then that" on steroids.

Workflow Builder

Visual Interface

Drag-and-drop building:

[Trigger: Form Submitted]
      ↓
[Wait: 5 minutes]
      ↓
[Action: AI Call]
      ↓
[Branch: Did they answer?]
    ↓ Yes              ↓ No
[Book appt]    [Send SMS]
                    ↓
               [Wait: 1 day]
                    ↓
               [Try call again]

Triggers

What starts a workflow:

Actions

What workflows can do:

Conditions

Branch based on logic:

If call_outcome == "answered"
  → Continue sequence
Else if call_outcome == "voicemail"
  → Wait 2 hours, try again
Else if call_outcome == "busy"
  → Wait 30 minutes, try again

Example Workflows

Lead Follow-Up

Appointment Reminders

[Trigger: Appointment created]
      ↓
[Wait: Until 24 hours before]
      ↓
[Action: SMS - "Reminder: Your appointment is tomorrow..."]
      ↓
[Wait: Until 2 hours before]
      ↓
[Action: SMS - "See you in 2 hours!"]
      ↓
[Wait: Until 15 min after appointment end]
      ↓
[Action: SMS - "Thanks for visiting! How was your experience?"]

Win-Back Campaign

[Trigger: No purchase in 90 days]
      ↓
[Action: AI Call]
Script: "Hi [name], we noticed it's been a while..."
      ↓
[Branch: Interested?]
    ↓ Yes              ↓ No
[Book appt]    [Update tag: "Declined"]

Emergency Escalation

[Trigger: Call contains word "emergency"]
      ↓
[Action: SMS to on-call manager]
"URGENT: [caller_name] calling about emergency"
      ↓
[Action: Transfer call]
Connect caller to manager immediately
      ↓
[Action: Log incident]
Create record in CRM

Workflow Features

Variables

Use data throughout:

[contact.first_name]
[contact.phone]
[appointment.date]
[last_call.outcome]
[custom.field_name]

Delay Options

Flexible timing:

• Fixed delay: "Wait 2 hours"
• Dynamic: "Wait until appointment - 24 hours"
• Business hours: "Wait 1 business day"
• Time of day: "Wait until 9am next day"

Exit Conditions

Stop workflows when:

• Goal achieved (appointment booked)
• Contact opts out
• Manual cancellation
• Maximum attempts reached

Error Handling

When things go wrong:

[If SMS fails]
  → Retry once
  → If still fails, alert team
  → Continue workflow via email instead

Testing & Monitoring

Test Mode

Run through workflows with test contacts:

• See each step execute
• Verify timing
• Check conditions
• Review messages

Live Monitoring

Watch workflows in real-time:

• Currently active instances
• Step progress
• Wait timers
• Error alerts

Analytics

Track performance:

Best Practices

Start Simple

Begin with basic sequences, then add complexity:

1. Single trigger, single action
2. Add waiting periods
3. Add branches
4. Add multiple channels

Respect Contact Preferences

Always include opt-out options and respect them.

Monitor and Iterate

Review workflow performance weekly:

• Where do people drop off?
• Which messages perform best?
• What timing works?

Test Before Launch

Always test with yourself or team members first.