> ## 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.
# Workflow Builder
> Create custom automation pipelines with a visual drag-and-drop builder -- triggers, conditions, delays, and multi-channel actions.
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](https://app.closethecall.com/automations) by clicking **+ New Workflow**.
## The Builder Layout
The builder has three panels:
```
+----------------+----------------------------------+------------------+
| | | |
| NODE | CANVAS | CONFIG |
| PALETTE | | PANEL |
| | +--------+ | |
| [Trigger] | | Missed |----+ | Node: Send SMS |
| [Condition] | | Call | | | |
| [Delay] | +--------+ v | To: {caller} |
| [Send SMS] | +----------+ | Message: |
| [Send Email] | | Wait 60s | | "Hi {name}, |
| [Alert Owner]| +----------+ | thanks for..." |
| [Update Lead]| | | |
| [Create Task]| v | Variables: |
| [Webhook] | +-----------+ | {name} |
| [Branch] | | Send SMS | | {businessName} |
| | +-----------+ | {service} |
| | | | {phone} |
| | v | |
| | +-----------+ | |
| | | Alert | | |
| | | Owner | | |
| | +-----------+ | |
| | | |
+----------------+----------------------------------+------------------+
```
* **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.
```mermaid theme={null}
flowchart TD
T[Trigger: New Lead] --> C1{Temperature = HOT?}
C1 -- Yes --> A1[Alert Owner: SMS + Email]
A1 --> D1[Delay: 5 minutes]
D1 --> C2{Owner contacted lead?}
C2 -- No --> S1[Send SMS to customer: 'We'll call you in 2 minutes']
C2 -- Yes --> END1[End]
S1 --> U1[Update Lead: stage = CONTACTED]
U1 --> END2[End]
C1 -- No --> D2[Delay: 1 hour]
D2 --> S2[Send SMS: standard follow-up]
S2 --> END3[End]
```
To build this:
Drag a **Trigger** node onto the canvas. Set the event to **New Lead**.
Drag a **Condition** node and connect it to the trigger. Set the rule: `temperature` equals `HOT`.
From the "Yes" branch, add **Alert Owner**, then **Delay** (5 minutes), then another **Condition** (owner contacted?), then **Send SMS** and **Update Lead**.
From the "No" branch, add **Delay** (1 hour), then **Send SMS** with a standard follow-up message.
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.
| 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
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.