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Overview

Workflows allow you to create automated campaigns that respond to AI call outcomes and execute follow-up actions. Build sophisticated automation sequences that handle everything from lead qualification to follow-up messaging, all triggered automatically when your AI agents complete calls.

Automated Campaigns

Create multi-step campaigns that automatically follow up based on call results

Smart Routing

Route contacts to different paths based on call status, score, or duration

Multi-Channel Follow-Up

Send SMS, emails, and additional calls based on conversation outcomes

Contact Management

Automatically tag contacts, add them to sequences, or remove them from workflows
Best Practice: Start with simple workflows and gradually add complexity. Test each workflow with a small group before rolling out to all contacts.

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How Workflows Work

Workflows consist of triggers and actions:
  1. Trigger: An event that starts the workflow (e.g., when an AI call completes)
  2. Filters: Conditions that determine which calls should trigger the workflow
  3. Actions: Steps that execute automatically (send calls, SMS, emails, etc.)
  4. Branches: Conditional logic that routes contacts down different paths
Workflows Overview

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Triggers

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AI Call Completed

The primary trigger for outbound call workflows. This trigger fires when an AI call finishes, allowing you to respond immediately to call outcomes.
AI Call Completed Trigger

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Filters

Filters allow you to control which calls trigger your workflow. Only calls that match ALL selected filters will trigger the workflow.

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Call Status Filter

Filter workflows based on the outcome of the call: Available Statuses:
  • Completed – Call finished successfully
  • Forwarded – Call was transferred to a human
  • Voicemail – Agent left a voicemail message
  • No Answer – Contact didn’t pick up
  • Error – Technical failure occurred
  • Unqualified – Contact didn’t meet qualification criteria

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Direction Filter

Filter based on the direction of the call: Options:
  • Inbound – Only trigger for calls received by your agents
  • Outbound – Only trigger for calls placed by your agents
  • Web – Only trigger for web-based calls (e.g., browser-based calling)

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Score Filter

Filter based on the AI agent’s call score: Options:
  • Minimum Score – Only trigger if score is at least X
  • Maximum Score – Only trigger if score is no more than X
  • Range – Trigger only for scores within a specific range
Score Range: Scores typically range from 0-100, with higher scores indicating better-qualified leads or more successful conversations.

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Agent Filter

Filter based on which AI agent handled the call: Options:
  • Select one or more specific agents
  • Useful when different agents handle different types of calls
  • Allows you to create agent-specific follow-up sequences

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Actions

Actions are the steps your workflow takes after being triggered. You can chain multiple actions together to create complex automation sequences.

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Send AI Call

Place an outbound AI call to a contact using one of your voice agents. Configuration:
  • Agent – Select which voice agent to use for the call
  • From Number – Choose the phone number to call from
  • First Message – Set the opening line for the call
Send AI Call Action
Dynamic Variables: Use {{contact.first_name}} and other contact variables in your first message to personalize each call automatically.

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Wait

Add a delay between workflow actions. This allows you to space out follow-up actions and create natural conversation timing. Configuration:
  • Duration – Set how long to wait (seconds, minutes, hours, or days)
  • For call to end - Wait until a call ends so that you can activate different actions based on the results of the call.
Use Cases:
  • Wait 24 hours before sending a follow-up call
  • Space out multi-touch campaigns (call → wait 2 days → SMS)
  • Wait until call ends, if no answer, send SMS
Wait Action
Example Workflow:
  1. AI Call Completed → Status: No Answer
  2. Wait 4 hours
  3. Send AI Call (retry attempt)

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Drip Mode

Enable drip mode to automatically space out actions over time, creating a natural follow-up cadence. Configuration:
  • Drip Interval – Time between each action (e.g., every 2 days)
  • Batch Size - The amount of contacts you want to push through at a time
How it works: Drip mode automatically executes actions at set intervals without requiring manual scheduling. Perfect for managing concurrency. Use Cases:
  • Throttling campaigns that run through a few thousand contacts at a time.
Drip Mode Action
Drip vs. Wait: Drip mode is ideal for ongoing sequences, while Wait is better for one-time delays between specific actions.

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Send SMS

Send a text message to the contact’s phone number. Configuration:
  • Message Content – Write the SMS message
  • From Number – Select the phone number to send from
Use Cases:
  • Follow up after calls with additional information
  • Send links or resources mentioned during the call
  • Quick check-ins for leads that didn’t answer
Send SMS Action
Example Messages: 
Hi {{contact.first_name}}, thanks for your interest! Here's the link we discussed: [link]

{{contact.first_name}}, just following up on our call. Let me know if you have any questions!

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Send Email

Send an email to the contact using your configured email provider. Configuration:
  • From Email – Select the email address to send from
  • Subject – Set the email subject line
  • Body – Write the email body content
  • Custom Email List (Optional) – Select a custom email list to send to
Use Cases:
  • Send detailed information after a call
  • Follow up with resources, pricing, or documentation
  • Appointment confirmations with calendar invites
  • Nurture sequences for long-term leads
Send Email Action
Best Practices:
  • Keep subject lines concise and relevant
  • Personalize content using contact variables
  • Include clear call-to-action buttons
  • Test email rendering across different clients

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Add to Workflow

Add the contact to another workflow, allowing you to chain workflows together or move contacts between sequences. Configuration:
  • Target Workflow – Select which workflow to add the contact to
Use Cases:
  • Move qualified leads from general nurture to sales sequence
  • Transfer contacts between different campaign types
  • Create workflow hierarchies (parent → child workflows)
  • Route contacts based on call outcomes
Add to Workflow Action
Contacts can be in multiple workflows simultaneously. Use this action to add them to additional sequences without removing them from the current workflow.

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Remove from Workflow

Remove the contact from a workflow, stopping further automation for that contact in that specific sequence. Configuration:
  • Target Workflow – Select which workflow to remove the contact from
Use Cases:
  • Stop automation when contact converts or opts out
  • Remove contacts who have been handled manually
  • Clean up workflows by removing unqualified contacts
  • Prevent duplicate automation when contacts are in multiple workflows
Remove from Workflow Action
Best Practice: Always remove contacts from workflows when they convert or explicitly opt out to avoid sending unwanted follow-ups.

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Add Contact Tag

Add a tag to the contact for organization, segmentation, and filtering. Configuration:
  • Tags – Add multiple tags at once
Use Cases:
  • Tag contacts based on call outcomes (“Hot Lead”, “Follow Up Needed”)
  • Segment contacts by score (“High Score”, “Low Score”)
  • Mark contacts for specific campaigns (“Solar Interest”, “Appointment Booked”)
  • Organize contacts by status (“Qualified”, “Unqualified”)
Add Contact Tag Action
Example Tags:
  • hot-lead, warm-lead, cold-lead
  • appointment-booked, callback-requested
  • no-answer, voicemail-left
  • high-score, qualified, unqualified

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Remove Contact Tag

Remove a tag from the contact, useful for cleaning up tags or updating contact status. Configuration:
  • Tags – Remove multiple tags at once
Use Cases:
  • Remove outdated tags when contact status changes
  • Clean up tags when contacts move between stages
  • Remove temporary tags used for filtering
  • Update contact segmentation
Remove Contact Tag Action
Example Workflow:
  1. AI Call Completed → Score > 80
  2. Remove Tag: “Cold Lead”
  3. Add Tag: “Hot Lead”

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If/Else

Create conditional branches in your workflow based on call status or score. This allows you to route contacts down different paths depending on call outcomes. Configuration:
  • Condition Type – Choose “Call Status” or “Score”
  • Condition Logic – Set the comparison (equals, greater than, less than, etc.)
  • If Path – Actions to execute if condition is true
  • Else Path – Actions to execute if condition is false
Condition Types: Call Status:
  • Equals: Completed, Forwarded, Voicemail, No Answer, Error, Unqualified
  • Not Equals: Any status except the specified one
Score:
  • Greater Than: Score is above X
  • Less Than: Score is below X
  • Equals: Score equals exactly X
  • Between: Score is within a range
If/Else Action
Example Workflows: Example 1: Route by Score 
If Score > 80:
  → Add Tag: "Hot Lead"
  → Send Email: "High Priority Follow-Up"
  → Notify Sales Team
Else:
  → Add Tag: "Warm Lead"
  → Send SMS: "Thanks for your interest!"
  → Add to Workflow: "Nurture Sequence"
Example 2: Route by Call Status 
If Status = "Completed":
  → Add Tag: "Engaged"
  → Send Email: "Thank You"
  → Wait 3 days
  → Send AI Call: "Follow-Up"
Else If Status = "No Answer":
  → Wait 4 hours
  → Send AI Call: "Retry"
Else:
  → Add Tag: "Needs Attention"
  → Send SMS: "We tried to reach you"
Complex Logic: You can nest If/Else branches to create sophisticated routing logic. Start simple and add complexity as needed.

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Building Your First Workflow

Follow these steps to create your first automated campaign:
1

Define Your Goal

What do you want to achieve? (e.g., “Follow up on no-answer calls within 4 hours”)
2

Set the Trigger

Add “AI Call Completed” trigger and configure filters (e.g., Status = “No Answer”)
3

Add Actions

Add the actions you want to execute (e.g., Wait 4 hours → Send AI Call)
4

Test the Workflow

Test with a single contact to ensure it works as expected
5

Activate

Enable the workflow and monitor results
Example Complete Workflow

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Common Workflow Patterns

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Pattern 1: No-Answer Retry Sequence

Goal: Retry calls that didn’t get answered Workflow:
  1. Trigger: AI Call Completed → Filter: Status = “No Answer”
  2. Wait: 4 hours
  3. Send AI Call: Retry with different first message
  4. If/Else: Score > 70 → Add Tag “Engaged”, Else → Add Tag “Low Interest”

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Pattern 2: High-Score Immediate Follow-Up

Goal: Immediately follow up on highly qualified leads Workflow:
  1. Trigger: AI Call Completed → Filter: Score > 80
  2. Add Tag: “Hot Lead”
  3. Send Email: “High Priority Follow-Up” (immediately)
  4. Send SMS: “Quick follow-up” (wait 1 hour)
  5. Add to Workflow: “Sales Sequence”

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Pattern 3: Drip Nurture Campaign

Goal: Maintain contact with leads over time Workflow:
  1. Trigger: AI Call Completed → Filter: Status = “Completed”
  2. Enable Drip Mode: Every 3 days, max 4 actions
  3. Action 1: Send Email (Day 0)
  4. Action 2: Send SMS (Day 3)
  5. Action 3: Send AI Call (Day 6)
  6. Action 4: Send Email (Day 9)

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Pattern 4: Multi-Channel Follow-Up

Goal: Follow up across multiple channels Workflow:
  1. Trigger: AI Call Completed → Filter: Status = “Completed”
  2. Send Email: “Thank you for your time” (immediately)
  3. Wait: 1 day
  4. Send SMS: “Quick question” (Day 1)
  5. Wait: 2 days
  6. Send AI Call: “Follow-up call” (Day 3)

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Best Practices

Begin with basic workflows and add complexity gradually. A simple workflow that works is better than a complex one that breaks.
Always test workflows with a small group before rolling out to all contacts. Monitor results and adjust as needed.
Use Wait actions to space out communications. Don’t overwhelm contacts with too many messages in a short time.
Tag contacts consistently to enable filtering and segmentation. Create a tagging strategy before building workflows.
Track which workflows perform best. Review call logs, conversion rates, and engagement metrics regularly.
Remove contacts from workflows when they convert, opt out, or become unqualified. Keep your workflows clean and efficient.

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Troubleshooting

Problem: Workflow isn’t executing when expected.Solutions:
  • Check that filters aren’t too restrictive
  • Verify the trigger conditions match your call outcomes
  • Ensure the workflow is enabled/active
  • Check that contacts meet all filter criteria
  • Review call logs to confirm call status matches filters
Problem: Some actions in the workflow aren’t running. Solutions: - Verify action configuration is correct - Check for errors in action settings (invalid phone numbers, email addresses, etc.) - Ensure Wait actions aren’t blocking subsequent steps - Review action logs for error messages - Test each action individually
Problem: Contacts are receiving too many messages. Solutions: - Add Wait actions between communications - Use If/Else to prevent duplicate actions
  • Remove contacts from workflows when they respond - Review your workflow timing and spacing - Consider using Drip Mode for better pacing
Problem: Contacts remain in workflows when they shouldn’t.Solutions:
  • Add “Remove from Workflow” actions for conversion/opt-out scenarios
  • Use If/Else branches to handle different outcomes
  • Regularly review and clean up workflow members
  • Set up automatic removal conditions

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Next Steps

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Tool Library

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GoHighLevel Integration

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