Creating Your First Contact Workflow

A workflow is your automated sales assistant. It sends a series of timed messages—like a follow-up today, another in 3 days, and a final check-in next week—so you can nurture leads without lifting a finger.

Here is how to build one.

📝 Before You Start

• Plan it out: Decide how many messages you need (max 9).

• Keep it short: Each message must fit within 2 SMS segments.

• Draft first: It helps to write your content in a doc before building it in the app.

Step 1: Start a New Workflow

1. Navigate to Workflows > Contact Workflows.

2. Click Add new workflow.

3. Name it: Be descriptive! Include the purpose and timeline so you can find it easily later.

   • Bad Name: "Follow up"

   • Good Name: "New Lead - 14 Day Nurture"

Step 2: Create Message #1

1. Set the Delay: Use "Start after X days" to decide when this starts.

   • Set to 0 for immediate sending.

   • Set to 1 or more to delay the start.

2. Write the Message: Enter your text in the "Message body." Keep an eye on the character counter—you cannot save if you exceed 2 segments.

💡 Pro Tip: Personalize It

Type < to open the custom fields menu. You can instantly insert the contact's name or property address.

• Example: "Hi <first name>, just checking in..."

Note: Remember that <first name> might look short here, but "Christopher" is long. Plan your character count accordingly!

Step 3: Add Follow-Up Messages

Click + Add message to grow your sequence (up to 9 messages total).

• Set the Wait Time: This is the gap between messages.

  • Example: If Message 1 starts on Day 0, and you set Message 2 to "Wait 7 days," it will send one week later.

• Set Delivery Windows (Optional): Toggle this ON to ensure messages only send during business hours (e.g., 9 AM - 6 PM, Mon-Fri). If a message is scheduled for 8 PM, it will queue up for the next morning.

Step 4: Automate Actions (Optional)

You can set rules for what happens if a contact replies.

• Trigger: Choose if the rule applies to text replies, calls, or both.

• Action: Automatically add them to a specific Group or apply a Label.

⚠️ Vital Reminder:

If a contact replies to ANY message in the workflow, the system automatically removes them from the workflow. The automation stops immediately to prevent you from sounding like a robot.

Step 5: Save & Activate

Once you are done, click Save.

• Your workflow will save as Inactive.

• It becomes Active automatically the moment you add your first contact to it.

Troubleshooting: Why can't I save?

If the Save button is grayed out, check these common blockers:

1. Missing Name: Did you name the workflow?

2. Empty Message: Does every step have text in the body?

3. Too Long: Check for red warnings. Does any message exceed 2 segments?

4. Limits: Did you try to add more than 9 messages?

3 Pro Tips for Success

1. Start Small: Don't overcomplicate it. Start with a simple 3-message sequence over 7–14 days. You can always expand later.

2. Front-Load Value: Make Message #1 (Day 0) immediate and valuable. Answer their question or confirm their request to set a positive tone.

3. Naming Matters: Include the duration in the title (e.g., "Cold Lead - 30 Days"). When you are rushing to add a contact later, you’ll thank yourself for the clear label.

Ready to launch? [Click here to learn how to add contacts to your new workflow.]

With 💙,
Smarter Contact Team