Opportunity (Lead) management workflow
The Workflows feature in AI Lead Manager allows you to automate communication and follow-up actions based on opportunity conditions. You can trigger automated emails, SMS messages, tasks, notes, and delays to ensure consistent engagement and faster conversions.
Workflows reduce manual effort, standardize follow-ups, and help teams nurture opportunities systematically.
Workflows can be created at three scopes: Organization, Zone, and Center. Admins can author a single workflow once, apply it to multiple centers, and control each center's participation independently. Where needed, each center can use different assignees or notification recipients on the same workflow.
Prerequisites
AI Lead Manager must be enabled for your organization.
You must have admin access at the organization, zone, or center level depending on the scope at which you want to create the workflow.
Centers must be onboarded to workflows before they can be selected as applied centers.
Create a new workflow
At the organization level, navigate to Opportunity (Lead) Management > AI lead manager > Navigation pane > Workflows.
Click Create Workflow.
The workflow builder opens with a default Trigger node.
Select the Trigger node. The Workflow trigger panel opens on the right.
Turn on Filter audience if you want to restrict eligible opportunities.
From Trigger Type, select one of the following:
Opportunity created
Opportunity status changed
Stale opportunity
Configure the trigger settings based on the trigger type you selected.
Click Save.
Create a new workflow at organization or zone level
Switch to the Organization or Zone view.
Navigate to Lead Management > AI Lead Manager > Workflows.
Click Create workflow.
Select the centers to apply the workflow to using the center or zone tree. Activate the locations that should run this automation. Enter a name and description.
Click Continue to open the workflow builder.
Configure the trigger and steps.
For steps that assign leads, create tasks, or send internal notifications, choose either Apply same rule to all centers or Customize per center.
Click Publish.
Note
At Center view, center selection is skipped. The workflow always applies to that center only. The scope is fixed at creation. A center user can see an organization or zone workflow that applies to their center but cannot edit or delete it.
Choose applied centers
When creating or editing an organization or zone workflow, you select which centers the workflow runs at. After creation, you can update applied centers at any time without opening the workflow builder and without creating a new version.
From the workflow list, locate the workflow.
Click Applied centers.
The center tree opens. Check centers to activate them or uncheck centers to pause their participation.
Confirm the change when prompted.
Note
Updating applied centers affects which centers run this workflow. This action does not create a new workflow version.
Configure assignees and notification recipients per center
For organization and zone workflows, steps that assign leads, create tasks, or send internal notifications can be configured in two ways:
Apply same rule to all centers — The same rule type is used at every applied center. When Specific agent or Round robin is selected, each center still requires its own agent or pool to be configured. There is no single global assignee that applies across all centers.
Customize per center — Each center can use a different rule. Centers without an explicit override fall back to the baseline.
The following defaults apply when per-center customization is used and a center has no override configured:
Assign Lead — Lead stays unassigned. Staff assign manually.
Create Task — Task is assigned to the opportunity owner at runtime.
Internal email or SMS copy recipients — No extra copies. Only the assigned employee (primary recipient) is notified.
Note
Adding a center from Applied centers does not automatically configure assignees, pools, or copy recipients for that center. If specific assignments are required at a newly added center, open the builder, configure the per-center override, and publish.
Publish and draft behavior
Saving a draft does not require every center to be fully configured.
Publishing blocks if per-center customization is selected and any applied center that requires a rule has not been configured. The product flags incomplete centers before allowing publish.
Adding a center via Applied centers after publishing does not re-run publish validation and does not create a new version. A published workflow can therefore include a center that has not yet been given assignees or copy recipients until the next builder edit and publish.
Pause or remove a center's participation
You can stop a center from running a workflow without deleting or republishing the workflow.
From the workflow list, click Applied centers on the relevant workflow.
Uncheck the center you want to pause.
Confirm the change.
What happens when a center is paused or disassociated:
That center stops starting new runs of the workflow.
Runs already in progress at that center continue to completion.
The workflow definition and version are unchanged.
Per-center override settings stored on the workflow are not deleted.
If the center is re-associated on the same version, its prior overrides apply again for new runs without needing to be re-entered.
If every applied center is paused or removed, the workflow itself is paused but not deleted.
Note
Pausing a center is not the same as offboarding a center. Offboarding is a platform action with different and more permanent effects.
View workflow runs for multi-center workflows
When an organization or zone workflow runs, the run is tied to the center where the event occurred. Instance lists and center or zone filters show the correct location for multi-center automations.
On the instance detail page for organization or zone workflows, you can see:
Which center was involved in the run.
Which employee the task or assignment resolved to at that center.
Round-robin assignment rotation is tracked per center. Center A's turn order does not affect Center B's.
Visibility by view
Organization view — See and manage all organization workflows and their applied centers across the organization.
Zone view — See and manage workflows for that zone. Applied center lists and counts are limited to centers within the zone.
Center view — See center-owned workflows and any organization or zone workflows that include that center. Editing is limited to workflows created at the center scope.
What happens when a center is offboarded
Offboarding is a platform action that permanently removes a center from the workflows system. It has stronger effects than pausing or disassociating.
Center-owned workflows that belonged only to that center are removed.
Organization and zone workflows that included that center stop running there. Other applied centers are not affected.
In-flight runs at that center are terminated, not paused.
The center disappears from the applied center picker. It cannot be re-added until it is onboarded again.
If a shared workflow had only that center left as an active association, the shared workflow is paused. Per-center overrides for that center are no longer used.
After re-onboarding and re-associating, verify assignee and recipient settings before expecting prior behavior to resume.
Limitations
A workflow's scope cannot be changed after it is created. Organization, zone, and center are fixed at creation.
Center users cannot edit or delete an organization or zone workflow definition, even if their center is included.
There is no single global assignee that applies across all centers. Specific agent and Round robin modes always require per-center configuration.
Adding a center via Applied centers does not automatically configure assignees, round-robin pools, or copy recipients for that center.
Defaults apply until the builder is opened and the override is published.
Offboarding terminates in-flight runs at that center. Pausing or disassociating does not.
Opportunity created trigger
The opportunity Created trigger fires each time a new opportunity is added to the system, whether through a form, integration, or manual entry.
From Trigger type, select opportunity created.
Turn on Filter opportunities if you want to restrict which opportunities are eligible for this workflow.
Click Add Condition to define the filter criteria.
Select a Filter type: opportunity stage, opportunity source, opportunity type, opportunity priority, or Gender.
Select an Operator (for example, equals to or not equals).
Select the Value.
Click Add Condition to include more rules. Combine conditions using AND or OR.
Click Save.
Opportunity status changed trigger
The Opportunity Status Changed trigger fires when a opportunity moves from one stage to another. Use this trigger to automate follow-up actions whenever a opportunity progresses or regresses in the pipeline.
From Trigger type, select opportunity status changed.
From Status, select the opportunity stage that should activate this trigger. You can select one or more stages, or select Any to trigger the workflow on any stage change.
Turn on Filter opportunities if you want to restrict which opportunitiesare eligible.
Click Add Condition to add filter rules if needed.
Click Save.
Stale opportunity trigger
The Stale opportunity trigger fires when a lead has had no activity — no stage change and no outbound email or SMS — for a configured number of days. Use this trigger to re-engage leads that are stalling in your pipeline. The trigger resets automatically when the lead moves to a new stage or receives any activity, so only genuinely inactive leads are targeted.
From Trigger type, select Stale opportunity.
From Inactive period, select a condition:
Greater than or equals — fires when the opportunity has been inactive for at least the number of days you specify. Enter the number of days in the Minimum inactive period (days) field.
Equals — fires when the opportunity has been inactive for exactly the number of days you specify. Enter the number of days in the Minimum inactive period (days) field.Equals — fires when the lead has been inactive for exactly the number of days you specify. Enter the number of days in the Minimum inactive period (days) field.
Between — fires when the opportunity has been inactive for a number of days that falls within a range. Enter values in both the Minimum inactive period (days) and Maximum inactive period (days) fields.
From Stage, select the stage or stages to monitor. Won and Lost stages are excluded and cannot be selected.
Turn on Filter opportunity if you want to apply additional conditions.
Click Save.
Note
The inactive period condition and at least one stage selection are required. The workflow does not activate without them.
Add workflow steps using widgets
Click the + icon below the trigger or any step.
Select a widget from the list:
Send Email
Send SMS
Create Lead Note
Create Lead Task
Create Lead Task
Time Delay
Condition
Update stage
Assign to
End
Add a delay between actions
Click the + icon and select Time Delay.
Enter the Duration.
Select the Unit (for example, days).
Click Save.
Example: Wait 1 day before sending the next follow-up.
Send automated email or SMS messages
Send email
Click the + icon and select Send Email.
Choose a template from:
Basic
Themes
Custom
Configure the email content.
Click Save.
Send SMS
Click the + icon and select Send SMS.
Configure the SMS content.
Click Save.
Create follow-up tasks automatically
Click the + icon and select Create Lead Task.
Configure the task details:
Task type
Task description
Due date
Due time
Assigned to
Priority
Click Save.
This ensures opportunities always get assigned follow-up work automatically.
Add internal notes automatically
Click the + icon and select Create Lead Note.
Enter the note content.
Click Save.
Use this to log workflow-driven actions inside the lead record.
Split the workflow using conditions
Click the + icon and select Condition.
Under Condition 1, select:
Field (for example, Lead Source)
Operator (for example, equals to)
Value (for example, AI Receptionist)
Click Add to apply the condition.
Add more rules inside the same condition using:
AND
OR
To create additional conditional paths, click Add if branch.
The workflow splits into:
Define condition 1
Else
You can add different actions under each branch.
Update the lead stage automatically
Click the + icon and select Update stage.
From the Stage dropdown, select the stage the lead should move to when this step is reached.
Click Save.
Use this to automatically progress or regress a lead's pipeline stage based on workflow events. For example, after a set number of follow-up messages with no response, move the lead to an "Unresponsive" stage.
Assign a lead automatically
Click the + icon and select Assign to.
Under Assignment Mode, choose one of the following:
Specific Employee — Always assigns the lead to the same person. Select the employee from the Assign to dropdown.
Round Robin — Distributes leads evenly across a pool of employees. The system rotates assignments so each agent receives leads in turn.
Click Save.
Use this to automate lead routing when leads come in from a specific source or reach a particular stage. For example, assign all leads created from a Facebook Ads campaign to the next available sales representative using Round Robin.
End the workflow
Click the + icon and select End.
Add End to stop actions after a branch completes.
Once End is reached, no further actions are executed.
Delete a step and reconnect the flow
To Delete a node from the workflow, click the remove icon.
In the Delete node dialog, choose one option:
Connect to next step (keeps the workflow sequence intact)
Remove all (removes downstream steps)
Click Done.
Save and publish the workflow
Click Save.
Click Publish.
Only published workflows execute automatically.
Use workflow templates
Workflow Templates help you quickly create automated workflows for common lead management scenarios. Instead of building workflows from scratch, you can use pre-configured templates for lead capture and lead nurturing.
At the center level, navigate to Lead Management > AI Lead Manager.
Click the navigation panel and go to Workflows.
Click the Create workflow drop-down to create a workflow From scratch or From template.
Templates are grouped under All types, Lead capture, and Lead nurture.
Click Preview on any template to view its workflow structure before using it.
The preview shows trigger condition, workflow steps ( SMS, assignment). and flow sequence from start to end.
Click Use template to proceed.
Once the template is loaded, choose the trigger type:
Lead created
Lead status changed
Stale lead
Optionally enable Filter leads to define conditions
Click Save.
Click Publish to publish the workflow.
Considerations
Only published workflows run automatically for eligible leads.
Use Filter audience carefully to avoid triggering workflows for all leads.
Conditions support AND/OR logic, so review combinations before publishing.
Use Time Delay between actions to avoid overwhelming leads with rapid messages.
Email actions depend on available templates, so confirm templates exist before setup.
Create Lead Task should include clear due dates to prevent overdue task buildup.
If you split flows using Condition, each branch should end with an End node.
When deleting a step, choose Connect to next step to preserve the workflow sequence.
Selecting Remove all deletes downstream steps and may remove important actions.