Glossary
Workflow Automation
Workflow automation uses technology to execute a series of tasks automatically when specific conditions are met — replacing manual, repetitive processes with reliable, scalable systems that run 24/7.
How Workflow Automation Works
Every workflow has three core components:
- Trigger: The event that starts the workflow (form submission, date reached, tag added, behavior detected)
- Actions: What happens at each step (send message, update record, assign task, wait, branch)
- Conditions: Logic that determines the path (if member type = premium, send offer A; else send offer B)
Common Workflow Automations
- Lead Follow-Up: New inquiry → instant AI response → 24hr human follow-up task → 3-day nurture email
- New Member Onboarding: Sign-up → welcome email → Day 3 tips → Day 7 check-in SMS → Day 14 survey
- Win-Back: No visit in 21 days → SMS → 3 days later email with offer → 7 days later phone task
- Birthday Campaign: Birthday in 7 days → personalized offer email → day-of SMS greeting
- Renewal Reminder: 30 days before expiry → email → 14 days → SMS → 7 days → phone task
- Review Request: Positive interaction detected → next day review request SMS → 3 days email reminder
Benefits
- Ensures consistent follow-up — nothing falls through the cracks
- Scales your team without adding headcount
- Runs 24/7, including nights, weekends, and holidays
- Delivers the right message at the right time automatically
- Frees your team to focus on high-value activities
Workflow Automation vs. Simple Automation
Simple automation is a single action (send birthday email). Workflow automation chains multiple actions together with timing, conditions, and branching logic — creating sophisticated multi-step sequences that respond to customer behavior in real time.
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