Skip to main content
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.

​
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.

​
Available Triggers

​
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:
1

Add a Trigger node

Drag a Trigger node onto the canvas. Set the event to New Lead.
2

Add a Condition node

Drag a Condition node and connect it to the trigger. Set the rule: temperature equals HOT.
3

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.
4

Build the non-HOT path

From the “No” branch, add Delay (1 hour), then Send SMS with a standard follow-up message.
5

Save and enable

Click Save Workflow in the top right. Toggle it ON to activate.

​
Template Variables

Use these variables in any SMS, email, or alert message. They are replaced with real values when the workflow runs.

​
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
Workflows run in addition to built-in automations. If you have both the built-in Missed Call Textback enabled AND a custom workflow that sends an SMS on missed calls, the customer will receive two texts. Disable the built-in one if your custom workflow replaces it.
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.
Yes. Open any workflow and click Duplicate to create a copy that you can modify.
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.