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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 incoming 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 outgoing use case.

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Workflow Concepts

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

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Audience

Audience defines which leads a workflow runs on.

  • Every workflow starts with an Audience block.

  • Audience is the criteria that defines which leads enter the workflow.

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

  • 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.

Any field captured by Spara OR synced from your CRM is available to create an Audience segment:

  • Lead Info:

    • Fields about a lead.

    • Includes First name, last name, email address, phone number, & job title.

  • Account info

    • Fields about a lead's associated account, i.e their company.

    • Includes Company name, employee count, company domain name, sales rep name, etc.

  • Website visit info

    • Fields describing the lead's behavior on your website.

    • Includes Webpages visited (list), Last webpage visited, IP City, IP Country, etc.

  • Email activity

    • Fields describing the lead's interaction with Spara-sent emails.

    • Includes Email opened, Has lead replied, etc.

  • Spara Questions

    • All questions/fields dynamically captured by Spara

    • Example: ACME has a website chat agent that asks the qualifying question "How much monthly inbound traffic do you have?" This field automatically becomes available in the Audience criteria dropdown.

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Blocks

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.

  • Prompt: LLM runs a custom prompt.

  • API: Execute a GET/POST request.

  • Conditional: Branch logic based on set criteria.

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

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Building a workflow

Building a workflow is easy:

  • Create new workflow. This will open up a blank workflow canvas.

    • You can also duplicate an existing workflow

  • Set your Audience criteria. This determines which leads will enter the workflow.

  • Add blocks by clicking on the "+" symbol. Each block has its own unique configuration requirements.

  • Save drafts as you go along. You may save a draft of a workflow that isn't fully configured yet.

  • Publishing a workflow starts execution - your leads will now enter the workflow!

    • You will not be able to publish a workflow until all configuration issues have been remediated.

  • Unpublishing a workflow pauses execution. Leads will not continue to move through this workflow.

    • Republishing this same workflow is effectively the same as "unpausing" - leads will continue to move through the workflow as if nothing happened.

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Workflow Execution

A few important notes on workflow execution:

  • A lead only enters a workflow once. Updating the Audience criteria will not cause leads that have already completed the workflow to re-enter the workflow.

  • If a workflow block in a published workflow becomes misconfigured...

    • Correctly configured blocks continue to execute.

    • Leads that enter the misconfigured block are paused. Once you fix workflow execution continues except for the blocks.

    • Ex. A Call phone block is connected to your Twilio account. If the connection to Twilio is severed, the phone call can no longer be made.

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