Workflows (Automations) — the complete guide
A workflow is a Trigger (when it starts) plus a series of Actions (what it does). This is the CRM's automation engine.
Steps
- Go to AI SMS & Automations → Workflows → + New automation.
- Name it and choose the Trigger (Stage 1) — how the workflow starts.
- Add Actions in order: send text/email, wait, update disposition, start AI SMS, branch, and more.
- Toggle Active. A workflow only runs when it's active.
The model: Trigger → Actions
Every workflow begins with exactly one Trigger — the event that enrolls a lead (a new lead arrives, a disposition changes, a booking is created, a no-show, or Manual). After the trigger, the lead runs through your Actions in order. Nothing is hardcoded: if you want new leads to start AI SMS, you build a workflow whose trigger is 'new lead' and whose action is 'Start AI SMS' — the platform doesn't do it behind your back.
Triggers and their filters
New lead can be filtered by product, campaign, and source (leave blank to match all). Disposition change filters by the disposition it changed to (and optionally from). Booking created / no-show fire on the appointment lifecycle. Manual means no auto-start — a rep enrolls leads by hand. A workflow only fires when it's Active, so drafts are safe to build.
Actions available
Send text, send email (both can pull from your Templates), wait/delay, start AI SMS, update disposition, update product, assign lead (round-robin or specific rep), notify a rep, add/remove tag, fire a webhook (to an external system), and If/else branching. Actions run top to bottom; a Wait pauses the lead for a set number of hours before the next action.
If/else branching
An If/else action checks conditions on the lead (product, state, disposition, tag, has email/phone, SMS consent). If the conditions match it continues to the next action; if not, it can skip the next step, jump to a later step, or end the workflow. This lets one workflow handle multiple paths — e.g. only send the 'homeowner' message when the tag matches.
Safety and execution
Workflows honor the same guards as every outbound: quiet hours (8a–9p lead-local), sticky DID, dedup, and a lead's automation-lock (opt-out / booked / AI-in-control). A workflow will never text a locked lead. Sends go out as 'scheduled' so they never collide with the live AI.
Where this lives in the app
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