Workflows

How to deploy agents to run a proactive GTM playbook.

Workflows define a proactive GTM playbook for your agents to execute.

For example, lets say that you have a Voice agent deployed to a specific phone number. If a lead calls this number, that Voice agent picks up. This is generally considered to be an inbound use case.

A workflow may include a "Call phone" block, which uses that same Voice agent (and associated phone number) to dial a lead's phone number. This is an outbound use case.

Workflow Concepts

To understand workflows, you need to understand Audiences and Blocks.

Audience defines which leads a workflow runs on.

• Every workflow has an Audience. This is a set of facts that create a segment of your leads.

  • An important "gotcha": A workflow continues to "operate" on a lead even if that lead no longer fits that workflow's Audience.

• Every workflow starts with an Audience block.

• For example, you might build a workflow with an Audience of "All leads >50 employees with no call scheduled." This example workflow would do nothing to a lead with 49 employees, or a lead with an unknown employee count.

Blocks are a single step in a workflow.

• Each block has a unique set of parameters. Clicking on a block opens up a RH panel to edit the block.

• Blocks are connected together. Once a block has finished executing, the next block starts to execute.

  • Use Wait and Conditional blocks to delay execution and branch logic, respectively.

• If a block cannot be executed, the workflow moves on to the next block.

  • Ex. "Call phone" block attempts to operate on lead without a phone number.

A complete list of blocks:

• Send email: Agent sends an email to the lead.

• Call phone: Agent dials the lead's phone number.

• Notify: Send a Slack or Teams notification. For internal use.

• Conditional: Branch logic based on set criteria.

• Wait: Delay workflow execution by a fixed amount of time, ex. 2 days.