Automation

How automation works

A workflow starts from one or more triggers, runs a chain of steps, and moves each contact through them. Steps send messages, wait, branch on conditions, update records, hand work to AI employees, or send data to your own endpoints. Contacts enroll when a trigger fires and progress step by step until they finish, hit a goal, or exit the workflow.

The workflows list

The workflows list shows every workflow in the account. Folders keep workflows organized: you can create, rename, and delete folders. Search finds workflows by name or description.

Each row shows the status, the number of steps, how many contacts are enrolled with how many still active, and when the workflow was last updated. Statuses are draft, published, paused, and archived.

The actions depend on status:

• Open Builder opens the workflow canvas.
• Publish appears on drafts.
• Pause and Resume appear on published workflows.
• Archive retires a workflow.
• Move to folder reorganizes it.
• Delete removes it. Deletion asks you to confirm and cannot be undone.

Start from a template

Templates give you a working starting point instead of a blank canvas. Pick one, adjust the messages and timing to fit how you sell, and publish. The templates are:

• New Lead Follow-up.
• Appointment Reminder.
• Re-engagement.
• Tag-based Nurture.

You can also start from a blank workflow.

The builder

Click a workflow to open the builder. The canvas shows the triggers and steps as blocks you connect. A side panel edits the block you select. Validation runs as you build and lists what must be fixed before you can publish.

The Publish button opens a confirm dialog that reminds you triggers run for real contacts. A Test panel runs the workflow, a recent activity list shows the last runs, and an unsaved-changes guard stops you from leaving with edits still unsaved.

Triggers

A trigger is what starts the workflow. You can mark one trigger as the entry point. Trigger types are grouped:

• Contact events: a contact is created, updated, has a lifecycle change, or a birthday arrives.
• Forms and surveys: a hosted form or a survey is submitted.
• Appointments: booked, cancelled, rescheduled, completed, no-show, or confirmation sent.
• Tags: a tag is applied or removed.
• Pipeline: an opportunity is created, a stage changes, or a status changes.
• Messages: an SMS or WhatsApp message arrives or goes out.
• Reviews: a review is received or a reply is posted.
• Calls: an outbound call starts, a call is missed, or power dialer activity.
• Conversation AI: a handoff, the conversation finishes or pauses, or the CRM is updated.
• Timekeeper milestones: a milestone is due, overdue, or completed.

Many triggers take a filter, so the trigger fires only for what you pick: a specific form (a hosted form, a Meta lead form, or a survey, or any of them), a booking link or calendar, a tag name, a pipeline stage, or a Conversation AI outcome such as qualified, disqualified, not interested, or human requested, among others. Changes in a contact's lifecycle fire too.

Steps

Flow control

• Wait pauses the contact for minutes, hours, days, or weeks.
• If / Else compares a field, such as email, phone, name, lifecycle status, or a custom field, using equals, contains, exists, or does not exist. You wire the Yes and No branches, and both must lead somewhere before you can publish.
• Goal marks the enrollment completed when the contact reaches this point. Name the goal after what it means, like Booked call.

Communication

• Send Email, Send SMS, and Send WhatsApp. Email takes a subject and a rich body, with merge variables for the contact's name, email, and phone, and for your name, business name, business phone, business email, and website. SMS picks a sending number and writes the text against a character counter. WhatsApp writes a message or uses a template, and needs WhatsApp on your plan. Every channel has a test-send panel.
• Review request prepares a Google review request over email, SMS, or WhatsApp. You pick one of your review locations and a template, and nothing sends immediately. Needs review management on your plan (Professional or Agency).
• Internal notification alerts you or the lead's assigned owner by email, text, or Telegram, with a subject and message. Merge variables work here too.

AI employees

These steps need a plan that includes AI.

• Start Conversation AI on the contact. You pick a profile and can add an optional delay. Contacts already in an active conversation with that profile are skipped.
• Stop or pause Conversation AI on the contact.
• AI agent runs one AI action from free-text instructions you write. It is metered against your AI usage.

Contact

• Create contact adds a contact. It matches by email or phone first, and you choose whether an existing match is updated, skipped, or a new contact is created anyway. New contacts can get a default lifecycle status.
• Update contact sets a field to a fixed value or to data from the trigger.
• Archive contact archives the contact.
• Apply or remove a tag. Reserved system tag names are blocked.
• Set do-not-disturb per channel: email, SMS, WhatsApp, or calls. Enable or disable each one, with an optional reason.
• Add a note to the contact.

Opportunity

• Create opportunity sets the pipeline, the stage, and an open, won, or lost status, with an optional value.
• Update opportunity changes the status, value, stage, or active state of an opportunity.
• Move to pipeline stage moves the opportunity to a stage you pick.

Send data

• Webhook sends a request to your own HTTPS endpoint using POST, GET, PUT, PATCH, or DELETE. Contact data is included automatically. You can add headers and extra payload, and a Send test request button shows you the response.

Publishing and validation

Publish runs validation first. It checks that every branch is connected, email steps have a subject and a body, SMS steps have a sending number, tags and notes are filled in, and webhook URLs are public HTTPS. Fix the issues in the list, then publish.

Pausing a workflow stops new processing. Archiving exits active enrollments immediately.

Testing (real sends)

The Test panel runs the workflow for a real contact you pick, and it sends for real: real emails, real texts, real WhatsApp messages. There is also a "process queue" action, and a recent activity list shows the last runs.

How enrollment works

When a trigger fires, every matching published workflow enrolls the contact. If the contact is already actively enrolled in that workflow, their existing journey continues instead of restarting.

Loop protection stops workflows from triggering each other endlessly.

Before every email, SMS, or WhatsApp send, the contact's consent and do-not-disturb settings are checked. Opted-out channels are skipped, and the skip is logged.

A monthly cap applies to SMS and WhatsApp messages. Workflows can optionally tag enrolled contacts, so you can see who is in a workflow at a glance.

Plan notes

How many workflows you can run depends on your plan.

• AI steps need a plan that includes AI: Professional or Agency.
• WhatsApp sending needs WhatsApp on your plan.
• Review requests need review management: Professional or Agency.