---
title: Advanced Workflows
slug: advanced-workflows
docTags: 
createdAt: 2024-12-23T22:11:17.619Z
---

Here are examples of **advanced workflows **combining multiple triggers, actions, and conditions for intricate customer interaction flows and task automations: 

## 1. Advanced Customer Support Workflow

- **Use Case**: Manage complex customer support requests, including escalation, automated follow-ups, and satisfaction surveys.
- **Trigger**: *Conversation Opened* (via WhatsApp or another channel).
- **Workflow**:
  1. **Send Message**: Greet the customer and ask how you can assist them.
  2. **Question**: Ask for a summary of their issue (open text input).
  3. **Branch**:
     - If the keyword "urgent" is detected, escalate the ticket:
       - **Assign To**: Route to a senior support agent.
       - **Send Notification**: Notify the assigned agent of the priority case.
       - **Add Comment**: Append details for internal tracking.
     - If non-urgent, route to a general support queue.
  4. **Wait**: Pause for 1 hour.
  5. **Branch**:
     - If the ticket remains unresolved, escalate to a supervisor using **Assign To**.
     - If resolved, proceed to **Close Conversation**.
  6. **Send Template**: Ask for customer feedback via a satisfaction survey.
  7. **Branch**:
     - If feedback is negative, **Create Enquiry** to investigate the complaint.
     - If positive, **Run Flow** to request a public review or testimonial.

## 2. Multi-Step Lead Nurturing Workflow

- **Use Case**: Engage with a new lead over several touchpoints and guide them toward conversion.
- **Trigger**: *Contact Created* in the CRM.
- **Workflow**:
  1. **Send Template**: "Welcome! We’d love to understand your needs better. Let us know how we can assist."
  2. **Wait**: Pause for 2 days.
  3. **Send Message**: Follow up with a personalized recommendation based on the lead’s preferences.
  4. **Question**: Ask the lead if they’d like to schedule a demo (yes/no).
  5. **Branch**:
     - If "Yes," **Run Flow** for demo scheduling.
     - If "No," **Send Template** with educational content.
  6. **Wait**: Pause for 7 days.
  7. **Branch**:
     - If there’s no response, **Send Notification** to the sales team for manual follow-up.
     - If the lead engages, **Update Contact Field** to mark them as "Engaged."
  8. **Add Task**: Assign a task to the sales team for final follow-up.

## 3. Automated Follow-Up with API Integration

- **Use Case**: Fetch and send personalized data from external systems to clients.
- **Trigger**: *Question Response*.
- **Workflow**:
  1. **Send Message**: Confirm receipt of the client’s inquiry.
  2. **API Action**: Fetch the client’s current subscription status or order details from an external system.
  3. **Send Message**: "Your current subscription level is \[subscription\_level]. Would you like to upgrade?"
  4. **Branch**:
     - If "Yes," redirect to **Run Flow** for upgrade instructions.
     - If "No," **Send Template** thanking them for their response.

## 4. Event RSVP and Attendance Confirmation

- **Use Case**: Automate RSVPs, send reminders, and track attendance.
- **Trigger**: *Contact RSVPs to an event*.
- **Workflow**:
  1. **Send Message**: "Thank you for RSVPing! We’re excited to see you at \[event\_name]."
  2. **Update Contact Field**: Save RSVP status as "Confirmed."
  3. **Wait**: Pause until 2 days before the event.
  4. **Send Template**: "The event is just around the corner! Here are the details again."
  5. **Wait**: Pause until 1 hour before the event.
  6. **Send Notification**: Alert the event team of confirmed attendees.
  7. **Branch**:
     - If the client replies "I can’t make it," **Update Contact Field** to "Cancelled."
     - If they attend, **Add Comment** to mark their participation.

## 5. Customer Retention Workflow

- **Use Case**: Detect potential churn and re-engage customers.
- **Trigger**: *Customer Inactive for 30 Days* (detected via API or CRM).
- **Workflow**:
  1. **Send Template**: "We’ve missed you! Here’s a special discount to welcome you back."
  2. **Wait**: Pause for 7 days.
  3. **Branch**:
     - If the customer responds, **Update Contact Field** to "Re-engaged."
     - If no response, **Send Notification** to the retention team for follow-up.

## 6. Complex Support Escalation with Office Hours Check

- **Use Case**: Handle after-hours support requests with escalation logic.
- **Trigger**: *Message Received*.
- **Workflow**:
  1. **Office Hours Check**:
     - If *inside office hours*, route to **Assign To** for a live agent.
     - If *outside office hours*:
       1. **Send Message**: "Our support team will get back to you during business hours."
       2. **Create Enquiry**: Log the request in the system for follow-up.
       3. **Wait**: Pause until the next business day.
       4. **Assign To**: Route the ticket to the support team.

## 7. Cross-Selling Workflow for Existing Clients

- **Use Case**: Recommend additional services based on client purchases.
- **Trigger**: *Purchase Completed* (via API or CRM integration).
- **Workflow**:
  1. **Send Template**: "Thank you for your purchase! You might also like \[related\_product]."
  2. **Question**: Ask if they’re interested (yes/no).
  3. **Branch**:
     - If "Yes," **Run Flow** for product details and payment link.
     - If "No," **Add Comment** to note the client’s preference.
  4. **Wait**: Pause for 7 days, then send a follow-up with a discount.

## 8. Invoice Reminder Workflow

- **Use Case**: Automate invoice reminders and payment collection.
- **Trigger**: *Invoice Generated* in an external system.
- **Workflow**:
  1. **Send Payment Link**: Share the invoice details and payment options.
  2. **Wait**: Pause for 3 days.
  3. **Branch**:
     - If the invoice is paid, **Run Flow** for payment confirmation.
     - If unpaid, **Send Template** as a reminder.
  4. **Add Task**: Assign to the billing team for manual follow-up.

## 9. VIP Client Onboarding Workflow

- **Use Case**: Provide a personalized onboarding experience for high-value clients.
- **Trigger**: *Client labeled as VIP in CRM*.
- **Workflow**:
  1. **Send Template**: Personalized welcome message with a dedicated account manager’s contact info.
  2. **Add Task**: Assign the account manager to schedule a 1:1 onboarding call.
  3. **Wait**: Pause for 2 days.
  4. **Send Notification**: Remind the account manager if the call hasn’t been scheduled.
  5. **Create Enquiry**: Track onboarding progress in the CRM.

## 10. Employee Task Management Workflow

- **Use Case**: Assign, monitor, and follow up on employee tasks.
- **Trigger**: *Task Created* in an internal system.
- **Workflow**:
  1. **Assign To**: Route the task to the appropriate employee or team.
  2. **Send Notification**: Notify the assignee of the task details.
  3. **Wait**: Pause until the task’s due date.
  4. **Branch**:
     - If the task is incomplete, **Send Notification** to the manager for escalation.
     - If completed, **Add Comment** to mark the task as done.