Definitions of Each Workflow Step

Triggers: 

Webhook- can be used to automatically start a workflow when information is received from an external system, such as your CRM.

For example, when a new lead is created in your CRM, a webhook can instantly enroll that lead into the workflow—eliminating the need for manual enrollment and ensuring follow-up begins right away.

Inbound Call- automatically starts a workflow when a customer calls your agent.

For example, if you're running an advertisement, simply share the agent's phone number. When a customer calls, they are automatically enrolled in the workflow, ensuring follow-up begins immediately.

Actions: 

AI Call- initiates an outbound call from the agent you select. When contacts are enrolled in the workflow, the agent automatically begins calling them.

For example, if you want to contact a list of prospects to gauge interest in a discovery call, an AI Call can automatically launch outbound outreach and begin engaging contacts right away.

Flow Control: 

Delay- pauses a contact within the workflow for a specified period before moving them to the next step. You can add multiple delays throughout a workflow to create a more natural follow-up cadence.

Best Practice: Add delays between AI Call steps to avoid contacting prospects too frequently and to provide time for them to respond between outreach attempts.

Call Outcome Router- lets you create if/then type logic based on the result of an AI call. Whether a voicemail was left, a meeting was booked, or a conversation occurred, you can determine what happens next.

For example, if a meeting is booked, you can automatically unenroll the contact from the workflow since the goal has been achieved.

Unenroll Contact- removes a contact from the workflow and prevents any further actions from being executed.

Recommended: Unenroll contacts after a successful live transfer, a booked meeting, or when they indicate they are not interested.