Workflows: follow-ups over days and channels

Call, WhatsApp, email, wait and have an agent do a task, step by step for each person.

Use a workflow to follow up with leads, chase payments or remind people of appointments, for example: call; if no answer, WhatsApp; wait 2 days; email.

1. Go to Workflows and click New workflow.
2. Drag steps onto the canvas: Call, WhatsApp message, Email, Wait, Wait for a reply, Agent task, Tool, Agent transfer, Transfer to a person or End.
3. Each coloured dot at the bottom of a step is one way it can go (answered, no answer, replied…). Drag it to the step that should come next.
4. Fill in each step. Messages can use {{name}}, {{phone}}, {{email}} and your other columns, like {{order_id}}.
5. Switch the workflow On and click Add people (upload a CSV), or start it from another system by POSTing one person as JSON.

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• The People list shows everyone the workflow has started for, and where they are.
• Optionally stop for a person once they reply on WhatsApp or another chat channel.
• Calling hours, the do-not-call list and credits apply as for any outbound call.

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