The Workflow Builder lets you create custom automation pipelines beyond the 10 built-in ones. Drag and drop nodes onto a canvas, connect them, and your workflow runs automatically whenever the trigger fires. Open it from the Automations page by clicking + New Workflow.Documentation Index
Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
Use this file to discover all available pages before exploring further.
The Builder Layout
The builder has three panels:- Node Palette (left) — Drag nodes from here onto the canvas
- Canvas (centre) — Connect nodes by dragging lines between them
- Config Panel (right) — Click any node to configure its settings
Node Types
There are 10 node types you can use to build any workflow.| Node | Icon | What It Does | Configuration |
|---|---|---|---|
| Trigger | Lightning bolt | Starts the workflow when an event occurs | Select event type (see trigger list below) |
| Condition | Diamond | Branches the flow based on a rule | Field, operator, value (e.g. temperature = HOT) |
| Delay | Clock | Waits before continuing | Duration (minutes, hours, or days) |
| Send SMS | Message bubble | Sends a text message to the customer | Recipient, message template with variables |
| Send Email | Envelope | Sends a branded email | Recipient, subject, body template |
| Alert Owner | Bell | Notifies you (and team) by SMS and/or email | Channel selection, message template |
| Update Lead | Pencil | Changes a field on the lead record | Field to update, new value |
| Create Task | Clipboard | Creates a follow-up task in your dashboard | Title, due date, assignee |
| Webhook | Globe | Sends data to an external URL (Zapier, Make, etc.) | URL, HTTP method, payload template |
| Branch | Fork | Splits the flow into two or more paths | Number of branches, labels |
Available Triggers
| Trigger | Fires When |
|---|---|
| New Call | Any call is received (answered, missed, or voicemail) |
| Missed Call | A call is missed or goes to voicemail |
| New Lead | A lead is captured by the AI |
| Lead Stage Changed | A lead is moved to a different column on the board |
| Appointment Booked | A new appointment is created |
| Appointment Cancelled | A customer cancels an appointment |
| Appointment No-Show | An appointment is marked as no-show |
| Quote Sent | A quote is sent to a customer |
| Quote Accepted | A customer accepts a quote |
| Quote Rejected | A customer declines a quote |
| Invoice Overdue | An invoice passes its due date |
| Negative Sentiment | A call is flagged with negative sentiment |
| Customer Opted Out | A customer texts STOP |
| Custom Webhook | An external system sends data to your webhook URL |
Building a Custom Workflow — Example
Here’s how you might build a “VIP Lead Fast Track” workflow that gives special treatment to high-value leads. To build this:Add a Condition node
Drag a Condition node and connect it to the trigger. Set the rule:
temperature equals HOT.Build the HOT path
From the “Yes” branch, add Alert Owner, then Delay (5 minutes), then another Condition (owner contacted?), then Send SMS and Update Lead.
Build the non-HOT path
From the “No” branch, add Delay (1 hour), then Send SMS with a standard follow-up message.
Template Variables
Use these variables in any SMS, email, or alert message. They are replaced with real values when the workflow runs.| Variable | Value |
|---|---|
{name} | Customer’s name (if known) |
{firstName} | Customer’s first name |
{phone} | Customer’s phone number |
{email} | Customer’s email address |
{service} | Service they asked about |
{businessName} | Your business name |
{businessPhone} | Your AI phone number |
{quoteTotal} | Quote total (if applicable) |
{appointmentDate} | Appointment date (if applicable) |
{appointmentTime} | Appointment time (if applicable) |
{temperature} | Lead temperature (HOT/WARM/COOL/COLD) |
{stage} | Lead stage (NEW/CONTACTED/QUOTED/etc.) |
{callerName} | Name from caller intelligence lookup |
{callDuration} | Duration of the last call |
{sentiment} | Call sentiment (positive/neutral/negative) |
Saving and Enabling
- Save Draft — Saves the workflow without activating it. Good for testing.
- Enable — Turns the workflow on. It will fire on the next matching trigger event.
- Disable — Pauses the workflow. Queued actions will still complete, but no new runs will start.
- Delete — Permanently removes the workflow.
Each workflow has a run history showing every time it fired, which path was taken, and the outcome. Open a workflow and click the History tab to review.
Safety and Limits
All workflows inherit the same safety features as built-in automations:- SMS opt-out compliance — Workflows cannot send SMS to customers who have opted out (STOP)
- Rate limiting — Maximum 3 automated messages per customer per day across all workflows
- Loop detection — If a workflow triggers itself (or another workflow that triggers it back), the loop is broken after one cycle
- Retry — Failed SMS/email actions retry up to 3 times with exponential backoff
How many workflows can I create?
How many workflows can I create?
There is no limit on the number of workflows. However, the rate limiting rules apply across all workflows combined — a customer will never receive more than 3 automated messages per day.
Can I duplicate an existing workflow?
Can I duplicate an existing workflow?
Yes. Open any workflow and click Duplicate to create a copy that you can modify.
Can I test a workflow without it firing for real?
Can I test a workflow without it firing for real?
Save it as a draft. Then click Test Run to simulate a trigger event and see which path the workflow takes, without actually sending any messages.