Workflows

Automations that run for each lead or client you put through them. A workflow has one or more triggers (when someone starts) and a set of steps (what happens to them). Steps can send an email or a text, change a lead's status, add a note, create a task or follow-up, wait (for a set time, for a date, or for a reply), split people into paths, loop back, set a goal, hand people to another workflow, or post to another app.

Starting from a template

The Browse templates button on the Workflows page opens a library with one nurture sequence per insurance type: life, final expense, indexed universal life, mortgage protection, Medicare, health, individual & family plans, cancer, heart & stroke, annuities, financial planning, retirement, car, homeowners, and commercial liability. Each one is a run of emails spread over one to three weeks that stops the moment a lead replies. The final expense sequence is the longest at six emails over 21 days.

There's also a Quote Follow-up template under "Sales follow-up". It comes with the trigger "Status changes to Quoted" already set. The day after a lead is marked Quoted it emails them, waits four days, then checks whether they opened that email. If they did, you get a Call task due that day. If they didn't, one more email goes out.

Hit Add to my workflows on any of them and it copies into your workspace. What you get:

• It's off to start. Nothing sends until you read it over and turn it on. The nurture drips come with the "You add someone by hand" trigger; Quote Follow-up comes with its status trigger.
• It sends as you. Your logo, brand name, sending address and unsubscribe footer. The template wording carries no branding of its own.
• It backs off when someone replies. Each sequence checks before every follow-up, so a lead who answers you stops getting the drip.
• It's a starting point. Reword it, add a booking link, change the timing, and make sure it fits the advertising rules for your products and state before you turn it on.

Add the same template twice and you get two separate copies, so you can change one without touching the other.

The builder

Opening a workflow shows it as a diagram. Your triggers sit across the top and each step is a card below them, in the order people go through them. When an If / else splits people into paths, the paths sit side by side and join back up underneath once they're done.

To add a step, click any + on the lines between cards and pick from the menu (you can type to search it). The new step opens in the side panel. To change a step later, click it, or Tab to it and press Enter. The card updates as you type.

The ⋯ on each card has Duplicate, Move…, Turn off, Hide paths and Delete. To move a step, choose Move…, then click the blue + where it should go; an If / else takes its paths with it. A step you turn off is skipped, but it keeps its place, so turning it back on is one click. Delete always asks first and tells you how many people are waiting on that step. If you change your mind, Undo (Ctrl+Z) brings it back.

Drag the canvas to move around, zoom with the mouse wheel or the − and + buttons, and press Fit to see the whole workflow. Collapse all hides every set of paths, and ? lists the keyboard shortcuts.

Each card has a red ! when something needs finishing, such as an email with no subject or a path with no rule. The bar above the canvas counts them, and Show me takes you to each one.

Drafts and publishing

Your changes save automatically as a draft while you work, and the header says "Draft saved" when they're stored. Nobody in the workflow sees a draft. When you're ready, click Publish changes. You can't publish while anything still has a red !. Clicking Publish then takes you to the first problem instead.

The confirmation tells you what happens to people already partway through. They stay on the step they're on and carry on with the new version from there. Anyone on a step you removed moves on to whatever came after it. Discard changes throws the draft away and puts the published version back on the canvas.

Publishing changes the steps and triggers. It doesn't turn a workflow on or off, except for a brand-new workflow, where the first publish offers to turn it on for you. Use Turn on / Turn off in the header or in Settings. When a workflow is off, triggers don't add anyone, and people already in it keep going.

If the same workflow is open in two tabs, the header tells you it changed somewhere else. Reload to get the latest before you carry on.

Triggers

Click + Add trigger above the first step, or click a trigger card to change it. There are eight kinds:

• A new lead comes in: from the public form, the booking page, the New Lead button, or a CSV import. A form submission that merges into an existing lead doesn't count. You can limit it to one source.
• A lead's status changes: pick From and To. "Any status" works on either side, so "Any status → Quoted" fires whenever a lead lands in Quoted, wherever it came from.
• A source is added to a lead, optionally one source.
• A new client is added: a lead marked Won, a client you add by hand, or each row a client import adds.
• An appointment is booked, completed (when you mark it complete on the Appointments page), or rescheduled (by the client or by you). Each can be limited to one appointment type.
• You add someone by hand: never fires on its own. Use + Add people on the People tab.

A workflow can have several triggers. Any one of them starts it, and a person is never in the same workflow twice at once. Trigger changes are part of the draft, so they take effect when you publish.

Steps

• Send email: a subject and a message. Type plain text or HTML, or use Start from a saved email to copy in one of your email templates. Insert my signature adds your saved signature, and Show preview displays the message.
• Send text: shown when texting is set up for your workspace. Texts wait for quiet hours to end and skip people who opted out or have a landline.
• Change status: leads only. Clients skip this step.
• Add note, Create task and Create follow-up. A task gets a title, optional details, priority, category and a due date N days out (0 means today). A task in the Follow-up category also shows on your Follow-ups page.
• Wait: pause for some minutes, hours or days before the next step.
• Wait until a date: pause until a date on the record, with an offset and a time of day. Pick the renewal date (a client's next policy renewal), their birthday (the next one), their next appointment, or a custom date field. "30 days before their renewal date at 9:00 AM" is the typical use. The time is in your office time zone. If the date is missing or has already passed, the person moves on right away and the log says so. Leads have no policies, so a renewal wait on a lead moves on at once.
• Wait for a reply: pause until the person replies by email or text, or (pick "opens an email" or "clicks in an email") until they open or click one of the emails earlier in the workflow. Set how long to wait. The step has two paths, Replied and Not replied after N days, and people take one or the other. A reply sends them down Replied even when "Stop when they reply" is on, and emails on that path still send.
• If / else: send people down different paths (see below).
• Check: continue only if the rules are true. If they aren't, the workflow ends for that person. The reply checks in the drip templates are Checks.
• Go to: send people back to an earlier step, at most 1 to 5 times each (2 by default). Once someone has gone back that many times they carry on past the Go to instead, so nobody loops forever. Go to is always the last step on its path; anything you put after it can't run and gets a red !.
• Goal: name what the workflow is for, such as "status becomes Won", "they book an appointment" or "they reply". When someone meets it, they skip whatever is left between them and the Goal step and carry on from there. Someone who reaches the Goal step without meeting it can keep going, end, or wait there until they do. A workflow has one Goal, and it has to sit on the main line rather than inside a path.
• Add to another workflow: start the person on a second workflow of yours. If that workflow is off, or they're already in it, or they went through it before and it doesn't let people go through again, nothing happens and the log says why.
• Remove from a workflow: stop the person's run in one other workflow, or in every other workflow at once.
• End workflow: stop here. Put it at the end of a path when the rest of the workflow shouldn't run for those people.
• Send to webhook: posts the contact's name, email, phone and status to another app. The address must start with https://. Private and internal addresses are blocked, including a public address that points at one behind the scenes.

One run can take at most 500 steps, counting waits and checks. No real workflow gets near that, so the limit only matters if a loop goes wrong. A run that hits it stops, and the Activity log shows an error for it.

If / else paths

An If / else checks people against each path from the top and sends them down the first one that matches. Everyone who matches none of them takes the last path, "Everyone else". A path can have several rules, matching all of them or any of them. You can have up to eight paths. Give each one a name so the diagram reads well, reorder them with the arrows, and use + Add path for more. Once a path's steps are done, people carry on with whatever comes after the If / else. An empty path means "skip straight to the next step".

Workflows built before the visual builder show their branch conditions as an If / else with two paths, "Yes" and "Everyone else", and they run exactly as before. Their stop-the-run conditions show as Checks.

Rules on custom fields

The field list includes your custom fields alongside the built-in ones. For a client's per-policy fields, a rule passes if any policy matches ("Carrier is Acme" is true when one of three policies is Acme). "Is not" and "does not contain" pass only when no policy matches. A rule on a custom field you've since deleted gets a red ! until you change it.

"Email in this workflow was opened"

Pick "Email in this workflow" as the field, then choose one of the email steps that come before it. The rule checks whether that send to this person was opened. Opening a different email, or the same email in an earlier run, doesn't count. Opens come from Resend. Workspaces sending through the platform account get them automatically. If you send through your own Resend account, add the events webhook on the Integrations page. Without it, every email counts as not opened.

Workflow emails are marketing email

When "Skip people who unsubscribed" is on, workflow emails go out as marketing email. The unsubscribe footer is added, along with your mailing address if you've saved one. Unsubscribed people and addresses that bounced or complained before are skipped. A missing mailing address doesn't stop the step. With the switch off, emails go out as transactional mail with none of that.

Numbers on the canvas

Once a workflow has been published, each step shows how it's doing: how many people are sitting on it right now, how many went through it in the last 30 days, how many hit an error there (a landline, a blocked webhook), and for email steps the share that opened. Each path pill shows how many people went that way, and each trigger shows how many people it brought in. The Numbers button in the toolbar hides all of this if it gets in the way. A step you added since the last publish reads "New · not live yet" until it goes live. Open a step and the side panel repeats its numbers with a link to the People tab.

Testing a workflow

Test in the header opens a panel. Search for one of your leads, choose whether to pretend they reply while they're waiting and whether to pretend they open emails, then click Run test. The panel lists what would happen, step by step: "Would email [email protected]", "Nothing within 3 days → Not replied after 3 days", "Checked which product → Final expense", "Went back (1 of 2)". Click a line and the diagram pans to that step. The steps on the path are outlined in green and everything else is dimmed.

A test uses your unpublished changes and the lead's real details. Nothing is sent, nothing is created, and the lead doesn't change. Waits are skipped. A Change status step only affects later checks within the test. A test stops after 60 steps so a loop can't run away.

Settings

The Settings tab holds the name and description, the On switch, and three more switches. Let people go through again is on by default: a trigger can start someone a second time once their earlier run has finished or been stopped. Turn it off for one-time sequences such as a welcome series. Adding someone by hand always works. Stop when they reply and Skip people who unsubscribed work as described above. All of these save as soon as you change them and don't need publishing.

The Sending window keeps emails and texts inside set hours. Turn it on, set the from and to times, and pick the days. The times are in your office time zone, shown next to the heading. A message that comes due outside the window waits for the next opening and the person's row on the People tab says until when. Only emails and texts wait; everything else runs when it comes due. Texts also keep their usual quiet hours.

Settings also lists every published version, with the date and who published it. Open as draft loads an old version onto the canvas, and nothing changes for anyone until you publish it. At the bottom you can duplicate the workflow (the copy starts off) or delete it.

Email replies work because workflow emails carry a reply address that routes through InforceDesk. The reply is saved on the lead or client, the run stops if "Stop when they reply" is on, and the message is forwarded to the assigned agent or the workspace owner so it can be answered from a normal inbox.

People

The People tab lists the latest 100 runs, with those still going first. Finished runs stay in the list, so someone who went through twice shows up twice. For each run you see when it started and what started it, where the person is now (including until when they're waiting), their status, and the version they started on ("started on v2 · now v3" if it has changed since). Status reads Running, Waiting for a reply, Waiting for the goal, Finished, Reached goal, Stopped: replied, Removed by a workflow, Error, or Stopped. The filters switch between everyone, running, finished and stopped.

• Path outlines that person's run on the diagram, the same way a test does. Press Esc to clear it.
• ↑ / ↓ move someone back or forward one step without running it.
• Jump sends them to a step you pick and runs it right away.
• Cancel stops their run. Start again restarts a finished or stopped run from the step you pick.
• Log shows every step the workflow ran for them, with times and who did it (you, a teammate, or the workflow itself).
• + Add people finds a lead or client by name, email or phone and starts them at the step you pick. You can also add someone from the Workflows card on a lead or client page.

On a lead or client page, the Workflows card shows the latest run in each workflow, lists its steps and marks each one Done, Running, Skipped or Pending.

Activity log

The Activity log tab shows every step the workflow ran for anyone, newest first: when, who, which step, and what happened. Errors and skipped steps are marked, and goal jumps show in green. Use it to check that a wait resolved the way you expected or to find out why someone was skipped. Refresh pulls in the latest rows.

Personal details in messages

Emails, texts, notes and task titles can include {{firstName}}, {{lastName}}, {{name}}, {{email}}, {{phone}}, {{status}} and {{insuranceType}}. Click the chips under a message box to insert one where your cursor is.