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Lead management workflow

The Workflows feature in Lead Management allows you to automate communication and follow-up actions based on lead 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 leads systematically.

Create a new workflow

  1. At the center level, navigate to Lead Management > Navigation pane > Workflows. 

  2. Click Create Workflow.

The workflow builder opens with a default Trigger node.

  1. Select the Trigger node. The Workflow trigger panel opens on the right.

  2. Turn on Filter audience if you want to restrict eligible leads.

  3. From Trigger Type, select one of the following:

    • Lead created

    • Lead status changed

    • Stale lead

  4. Configure the trigger settings based on the trigger type you selected.

  5. Click Save.

Lead created trigger

The Lead Created trigger fires each time a new lead is added to the system, whether through a form, integration, or manual entry.

  1. From Trigger type, select Lead created.

  2. Turn on Filter leads if you want to restrict which leads are eligible for this workflow.

  3. Click Add Condition to define the filter criteria.

  4. Select a Filter type: Lead stage, Lead source, Lead type, Lead priority, or Gender.

  5. Select an Operator (for example, equals to or not equals).

  6. Select the Value.

  7. Click Add Condition to include more rules. Combine conditions using AND or OR.

  8. Click Save.

Lead status changed trigger

The Lead Status Changed trigger fires when a lead moves from one stage to another. Use this trigger to automate follow-up actions whenever a lead progresses or regresses in the pipeline.

  1. From Trigger type, select Lead status changed.

  2. From Status, select the lead stage that should activate this trigger. You can select one or more stages, or select Any to trigger the workflow on any stage change.

  3. Turn on Filter leads if you want to restrict which leads are eligible.

  4. Click Add Condition to add filter rules if needed.

  5. Click Save.

Stale lead trigger

The Stale Lead 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.

  1. From Trigger type, select Stale Lead.

  2. From Inactive period, select a condition:

    • Greater than or equals — fires when the lead 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 lead 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 lead 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.

  3. From Stage, select the stage or stages to monitor. Won and Lost stages are excluded and cannot be selected.

  4. Turn on Filter leads if you want to apply additional conditions.

  5. 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

  1. Click the + icon below the trigger or any step.

  2. 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

  1. Click the + icon and select Time Delay.

  2. Enter the Duration.

  3. Select the Unit (for example, days).

  4. Click Save.

Example: Wait 1 day before sending the next follow-up.

Send automated email or SMS messages

Send email

  1. Click the + icon and select Send Email.

  2. Choose a template from:

    • Basic

    • Themes

    • Custom

  3. Configure the email content.

  4. Click Save.

Send SMS

  1. Click the + icon and select Send SMS.

  2. Configure the SMS content.

  3. Click Save.

Create follow-up tasks automatically

  1. Click the + icon and select Create Lead Task.

  2. Configure the task details:

    • Task type

    • Task description

    • Due date

    • Due time

    • Assigned to

    • Priority

  3. Click Save.

This ensures leads always get assigned follow-up work automatically.

Add internal notes automatically

  1. Click the + icon and select Create Lead Note.

  2. Enter the note content.

  3. Click Save.

Use this to log workflow-driven actions inside the lead record.

Split the workflow using conditions

  1. Click the + icon and select Condition.

  2. Under Condition 1, select:

    • Field (for example, Lead Source)

    • Operator (for example, equals to)

    • Value (for example, AI Receptionist)

  3. Click Add to apply the condition.

  4. Add more rules inside the same condition using:

    • AND

    • OR

  5. 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

  1. Click the + icon and select Update stage.

  2. From the Stage dropdown, select the stage the lead should move to when this step is reached.

  3. 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

  1. Click the + icon and select Assign to.

  2. 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.

  3. 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

  1. Click the + icon and select End.

  2. 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

  1. To Delete a node from the workflow, click the remove icon.

  2. In the Delete node dialog, choose one option:

    • Connect to next step (keeps the workflow sequence intact)

    • Remove all (removes downstream steps)

  3. Click Done.

Save and publish the workflow

  1. Click Save.

  2. Click Publish.

Only published workflows execute automatically.

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.

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