Actions and Step Types

Each step in a workflow performs one action. There are 17 step types currently available in the builders, organized into seven categories. This page explains what each one does and how to configure it.

Communication

Send SMS

Sends a text message to the customer. The message body supports merge fields for personalization.

Configuration:

• Template -- the message text with merge fields like [customer.first_name]
• From Number -- defaults to your organization's active telecom number, or pick a specific one

The system checks SMS opt-out status before every send. If the customer has texted STOP, the step is skipped automatically.

A character counter and segment calculator show whether your message fits in one SMS segment (160 characters) or will be split into multiple.

Send Email

Sends an email to the customer.

Configuration:

• Subject -- email subject line with merge field support
• Body -- HTML email body with merge field support
• From Name -- defaults to your organization name
• Reply-To -- optional override

Make Call

Places an outbound call through your workspace telecom number.

Configuration:

• Agent Target -- who should receive the first leg when the step is configured to ring an assigned rep
• Whisper Message -- TTS message played to the rep before the customer is connected
• Call Timeout -- how long to ring before giving up
• Record Call -- toggle call recording on or off
• If No Answer -- retry, continue to the next step, or drop a voicemail

When the step runs, CE Pro uses the assigned rep phone as the live bridge target and the workspace telecom number as the caller ID, so Make Call stays a real two-party call instead of falling back to a one-way robot message. CE Pro logs the call into the unified Messages thread and keeps the call outcome on the workflow run.

Voicemail Drop

Places an outbound voicemail drop through the same telecom number.

Configuration:

• TTS Message -- the text-to-speech message to leave
• Audio URL -- optional hosted audio file for Twilio voicemail-drop flows
• Voice -- select from available TTS voices when using text-to-speech

The voicemail event is logged into the unified Messages thread as a voicemail entry instead of a generic call note.

Esendex Phase 1 voicemail drop uses text-to-speech scripting. Custom uploaded audio playback remains a Twilio-only path.

Timing

Delay

Pauses the workflow for a specified duration before moving to the next step.

Configuration:

• Duration -- a number
• Unit -- seconds, minutes, hours, or days

If business hours are enabled on the workflow, the delay respects them. A 2-hour delay that lands at 5 PM will resume at 10 AM the next business day (if business hours are 8 AM to 6 PM). The same run is resumed from the waiting step, even for long delays or business-hours holds.

Logic

Condition

Evaluates a TRUE/FALSE expression and branches the workflow. The TRUE path continues down one branch and the FALSE path down another.

Configuration:

• Conditions -- one or more field/operator/value rules
• Logic -- ALL conditions must be true (AND) or ANY can be true (OR)

Available condition fields include customer data, estimate totals, job status, tags, and behavioral signals like whether the contact replied or a call connected.

In the visual builder, condition nodes have two output handles. Connect the green TRUE handle to the steps that run when the condition passes, and the red FALSE handle to the alternative path.

CRM

Update Status

Changes the status of a lead, estimate, job, or invoice.

Configuration:

• Entity -- which record type to update
• New Status -- the target status value

Add Tag

Adds a tag to the customer record. Tags are useful for segmentation and as condition inputs in later steps or other workflows.

Configuration:

• Tag Name -- the tag to add (case-insensitive, skips duplicates)

Remove Tag

Removes a tag from the customer record.

Configuration:

• Tag Name -- the tag to remove (no error if it does not exist)

Assign User

Assigns a team member to the lead, estimate, or job.

Configuration:

• Assignment Mode -- choose a specific user, use Round Robin to rotate through eligible owners/managers/sales reps, or use Least Loaded to compare each teammate's active assigned estimates, jobs, and leads before picking the lightest queue

Create Task

Creates an internal follow-up item and assigns it to a team member.

Configuration:

• Title -- task title with merge field support
• Assign To -- specific user or the trigger user (whoever is assigned to the entity)
• Due In -- hours until the task is due

Automation tasks are logged into the unified Messages inbox as internal items with assignment and due-date metadata so reps can work the handoff from the same conversation thread.

Update Field

Updates a specific field on a record. Only fields on the allowed list can be updated for safety.

Configuration:

• Entity -- lead, estimate, job, invoice, or client
• Field -- the field name
• Value -- the new value

Integrations

Webhook

Sends an HTTP request to an external URL. Use this to push data to Zapier, Make, your own API, or any third-party service.

Configuration:

• URL -- the endpoint (HTTPS only)
• Method -- GET or POST
• Body Template -- JSON body with merge field support

The webhook includes SSRF protection. Private IPs, localhost, and cloud metadata endpoints are blocked.

Internal Note

Adds a note to the customer's conversation thread. The note is visible to your team but not to the customer.

Configuration:

• Note -- the text to add, with merge field support

Internal notes created by automations are written directly into the unified Messages inbox thread for that customer or estimate.

Gamification

Award XP

Awards experience points to a team member through the gamification system.

Configuration:

• Target -- the assigned rep, crew lead, or a specific user
• Amount -- number of XP to award
• Reason -- description that appears in the XP log

Workflows

Enroll in Workflow

Enrolls the current contact into another active workflow. Use this to chain workflows together.

Configuration:

• Target Workflow -- pick from your active workflows

The system prevents self-enrollment (a workflow cannot enroll into itself) and checks for existing active enrollments to avoid duplicates.

Remove from Workflow

Removes the contact from another workflow if they are currently enrolled. This cancels their active run.

Configuration:

• Target Workflow -- pick from your workflows

Tips

• Combine SMS and Email in a sequence with delays between them. Customers respond to different channels at different times.
• Use conditions after a delay to check if the customer has already responded before sending another message.
• Keep webhook payloads simple. Include only the data the receiving system needs.
• Award XP after key milestones (booking, review left) to keep your team engaged.