Creating Workflows
Workflows automate what happens after a call ends. They are how a captured lead turns into a confirmation text, a task, or an alert without anyone remembering to do it.
Triggers
Every workflow starts with a trigger. The available triggers are:
- Inbound call — fires when a call completes
- Lead scored — fires once scoring finishes, so the score is available as a condition
- Scheduled — fires on a time basis rather than in response to a call
- Manual — you run it yourself, useful while testing
💡 Tip: If your workflow needs to branch on lead quality, trigger on lead scored rather than inbound call. Triggering on the call means the score may not exist yet when your conditions are evaluated.
Conditions
Conditions decide whether the workflow proceeds. Without them a workflow fires on every call, including wrong numbers and sales calls. Useful conditions include lead score thresholds, the service requested, whether the call arrived outside business hours, and how the call outcome was classified.
Actions
Workflows can send SMS and send email. Both support templated content drawn from the call, so messages can include the caller's name, the service they asked about, and appointment details.
Building Your First Workflow
- Go to Dashboard → Call Automations and create a new workflow
- Choose a trigger
- Add conditions that narrow it to the calls you actually mean
- Add your actions
- Save it as a draft first
- Run it manually against a recent real call
- Activate only once the manual run produces exactly what you expected
⚠ Note: Always test as a draft with a manual run. An active workflow with a bad condition can message every caller from the past hour before you notice.
Three Workflows Worth Building First
- Hot lead alert — lead scored, score above threshold, SMS to the owner
- Missed-call follow-up — inbound call outside business hours, SMS to the caller acknowledging the enquiry
- Daily digest — scheduled, email summarising the day's captured leads
✓ Success: Those three cover most of the value. Add more only when a specific gap makes itself obvious.