Docs · Automations & Workflows

Workflows — triggers, sequences and stopping when a lead replies

A workflow enrols leads on a trigger and runs a sequence. The setting that matters most is cancel-on-reply: without it, an automated drip keeps firing at someone who's already in a live conversation.

Who this is for

Admins building automation. Producers should know how to spot one running on their lead.

Triggers

A workflow starts on an event. The common ones: a lead's disposition changing to (or from) values you pick; enrolling a whole cohort now by campaign, product or pipeline stage; or manual, where you add leads yourself from the lead's page.

Cohort enrolment is one-time — everyone matching enrols the moment you publish, and there's no ongoing trigger after that.

Cancel on reply

This is the setting to get right. With it on, the sequence stops the moment the lead replies — which is what you want, because once they're talking to a person or the assistant, a scheduled drip firing on top of that conversation is confusing at best.

With it off, the sequence continues regardless. There are narrow cases for that, but it should be a deliberate choice.

Ending a lead cleanly

A workflow can end by marking a lead dormant — closing out someone who never replied, so daily texting stops and long-term re-engagement takes over. That's better than simply running out of steps, because it hands the lead to the right next stage rather than leaving them in place.

Publishing is what enrols people

A cohort enrols when the workflow is published ON. Saving it off does nothing — nobody is enrolled. If you set up a cohort and saw no activity, this is almost always why.

How to check it worked

  • Enrol yourself or a test lead and confirm the first step fires.
  • Reply as the lead and confirm the sequence stops when cancel-on-reply is on.

Common mistakes

  • Leaving cancel-on-reply off, so drips talk over live conversations.
  • Saving a cohort workflow in the off state and expecting enrolment.
  • Expecting a one-time cohort enrolment to keep picking up new leads. It doesn't — use a trigger for that.

Related

Controlling the AI assistant — when it texts, when it stops, when to take overThe AI works leads by text and books appointments.Setting up a campaign (and why the product setting matters most)A campaign is a pipe: it takes leads from an outside source into the CRM, tags them with a product, and decides which rep gets them.Dispositions are the AI's on/off switchSetting a lead cold makes the AI stop texting them.

Where this lives in the app

Open this screenOpens in the app

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