Workflow Campaigns

A campaign runs in one of two ways:

• Normal: one agent takes the incoming calls and calls the batches you upload.
• Workflow: each contact goes through steps you lay out on a map. Call them with one agent, check what they said, wait a day, message them on WhatsApp, update your CRM, and finish with an outcome.

Choose Workflow under Run with when you create the campaign. A workflow campaign has a Workflow tab instead of Agents.

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Building a workflow

On the Workflow tab, Edit workflow opens the editor. Every contact begins at Start; add a block after it with +, and connect each of a block’s paths to the next block. Each block is set up on its own card. Which agents? An Agent block can use any of your agents that isn’t on another campaign or in a Journey. The campaign takes the agents its workflow uses when you publish it, and lets go of the ones it no longer uses. Information. The editor’s Information panel lists everything the blocks can check or pass on: the contact’s columns, what each agent finds out (its call analysis fields, or a chat agent’s tracked fields), and each event’s fields. Things to fix. The editor saves as you go and lists anything that keeps the workflow from running (a path that leads nowhere, an agent that is used elsewhere). Fix them before publishing.

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Callbacks

When a contact asks to be called back (the agent’s call analysis must have callbacks on), the same Agent block calls them again at the time they asked for. They move on once a call ends without a new callback request, or after three callbacks on that block.

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Waiting for an event

An Await set to Event waits for your system to send that event for the contact through the event API. The block’s For your developer link shows the exact request. An event that arrives before the contact reaches the block still counts.

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Trying it before it goes live

• Try it (in the editor): pick how a pretend contact answers each call, chat, action and event, and Run. The path they would take is shown on the map and in sentences. Nobody is called or messaged, and nothing is kept.
• Test run: runs the saved draft for real on your own phone number: your agents call or message you, and the panel follows each step. Actions are skipped in a test run, so nothing reaches your systems. On an Await waiting for an event, Send test event sends it.

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Publishing and versions

Publish makes the draft the live version. New contacts follow the live version; contacts already in the workflow finish on the version they started. Versions on the Workflow tab shows each published version’s map.

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Running it

Upload a batch on the Batches tab (a CSV with phone and person_name; every other column can be used by the workflow) and start it. Each contact goes through the live workflow, inside the campaign’s calling days and hours. Pause holds every contact where they are; Resume carries on. Archiving a campaign stops all its contacts for good.

• The Workflow tab’s map shows how many contacts are at each block now. Click a count to see who.
• Each batch on the Batches tab shows how many contacts finished, are still going, stopped or failed.
• The Overview shows who is in the workflow now, who finished today, and the top outcomes.

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Logs

The Logs tab answers “what happened to Priya?”. It lists every contact with where they are now, or how they finished, and filters by status, outcome, batch, the block they’re at, date and name or number. Open a contact to see their story: the path they took on the map, and each step in a sentence (“Called Priya: answered (2 min 10 s).”, “Matched: Interested.”, “Waiting until 16 Oct, 5:30 pm.”), with the call’s recording and transcript, or the chat. While they’re still in the workflow you can Stop them, Skip the wait at an Await, or Move on by one of the block’s paths. On a Normal campaign, Logs lists every number the campaign called or that called it, with a Missed incoming filter. Step details are kept for 90 days; after that, Logs still shows every step’s sentence.