Standard Automation Library

The standard library is the clean, production-ready set of workflows shown under Growth > Automations. It combines customer messages with real rep tasks so follow-up work appears in the task queue instead of relying on memory.

What is active

The recommended library covers:

• a 60-second new-lead call with automatic voicemail fallback
• a 20-point new-lead booking campaign with two live appointment choices,

self-booking links, email, SMS, and rep call tasks

• separate lead and job appointment reminders
• estimate email and text follow-up, plus residential/commercial rep tasks
• an estimate-viewed high-priority call task
• accepted-estimate thank-you messages and a team handoff task
• residential and commercial job-completion tasks
• review requests, long-term nurture, and annual win-back
• residential and commercial overdue-invoice collection tasks
• missed-call text-back and a high-priority callback task
• residential and commercial newsletter drops
• a commercial annual renewal sequence
• a residential-only 30-day estimate discount track with portal coupon codes
• reply-aware campaign stopping and immediate rep tasks for inbound email or text replies
• five- and fifteen-minute lead-response SLA escalation
• appointment no-show recovery with a self-booking link
• estimate expiration warnings and expired-estimate reissue recovery
• invoice due-date reminders, failed-payment recovery, and paid-invoice thanks
• private low-rating service recovery and public-review/referral routing for promoters
• commercial contract renewal based on the recorded contract end date
• cancelled-job and weather-hold rescheduling recovery

Newsletter drops use Manual Trigger so a manager chooses the audience and approves the campaign timing before messages are sent. An Active manual workflow is ready to enroll; it does not send to the whole database by itself.

Booked appointment confirmations and reminders

Lead Booked - Confirmation & Reminders and Job Booked - Confirmation & Reminders send both an SMS and email within about one minute of scheduling. They repeat at one week, three days, 24 hours, and two hours before the appointment or job.

Each timing appears as its own labeled SMS and email stage in the workflow editor. A timing condition routes each scheduled run to only the matching stage, so opening the workflow shows the complete cadence without sending future reminders early.

Every message includes the scheduled date and full arrival window. Lead messages explain that the sales rep may arrive anytime in that window; job messages say the same for the crew.

Customers can confirm in either of two ways:

• click Confirm appointment in the secure customer link; or
• reply CONFIRM to the reminder text.

Confirmation is stored on the lead, estimate appointment, or job. Rescheduling clears the old confirmation and starts the confirmation cadence again for the new date or time window.

Commercial cold-drop follow-up

The commercial cold-drop play is intentionally split into two active workflows:

1. Commercial Cold Drop - 4-Email Follow-Up

sends the same-day introduction, followed by value-led emails on days 4, 9, and 16.

1. Commercial Cold Drop - Rep Call Tasks

creates call tasks on days 2 and 12, followed by a 30-day revisit task.

Both workflows start when a canvassing visit creates or links a lead with the door_to_door or canvassing source. The email workflow requires a captured email address. Later touches stop when the lead is no longer in New status.

Cold-drop SMS is excluded. The general Speed to Lead - 60-Second Outbound Call workflow ignores canvassing and door-to-door sources, so a cold commercial contact does not automatically receive the new-inbound-lead text.

Speed to lead and the 20-point booking campaign

Speed to Lead - 60-Second Outbound Call starts for a new inbound lead that does not already have an appointment and did not come from canvassing or a door-to-door cold drop.

1. CE Pro waits 60 seconds.
2. It confirms the lead is not booked, converted, or lost.
3. It calls the lead and bridges the assigned rep.
4. If the lead does not answer, CE Pro automatically places a voicemail-drop

call with the callback message.

1. The lead is enrolled in New Lead - 20-Point Booking Campaign.

The booking campaign checks the live lead before every touch. It stops when an appointment date is present or when the lead is marked Appointment Scheduled, Converted, or Lost. It also stops as soon as the customer replies by email or text. The reply creates a high-priority task for the assigned rep so the conversation moves from automation to a person.

Every customer-facing email and SMS includes two concrete appointment windows from the live booking calendar plus the secure [lead.booking_link]. CE Pro selects the earliest available opening and, when possible, the earliest opening on a different day. Each choice shows the full configured timing block rather than only its start time. For example, the message may offer today from 3-5 PM or tomorrow from 10 AM-12 PM.

The choices are recalculated immediately before each delayed touch using the organization's booking hours, minimum notice, assigned rep, and current lead/estimate/job conflicts. If fewer than two windows are available, the message points the customer to the live calendar instead of inventing a window.

The booking link lets the customer choose either suggested window or another available window, assigns an available active rep, updates the lead to Appointment Scheduled, and sends the normal appointment confirmation. Rep call tasks show the same two live windows and the self-booking link so the team can make a specific scheduling ask during personal follow-up.

The 20 touches run on this cadence:

SMS opt-out still suppresses automated texts. An SMS opt-out does not suppress the requested service-response call or its voicemail fallback.

Estimate-view call task

Estimate Viewed - Call Customer Task runs only on the first tracked view of a residential or commercial estimate. It creates one high-priority call task for the assigned rep, due within four hours, with the customer and estimate number in the title. Repeated page refreshes do not create duplicate tasks.

Residential 30-day discount track

Residential Estimate - 30-Day Discount Track starts when a residential estimate is sent. Commercial estimates do not enter the track.

At day 30, CE Pro first confirms that the estimate is still unsigned, restores it to an active sent state if needed, and extends the signing window for 30 days. The customer therefore never receives a coupon for an estimate that the portal will refuse to sign.

• Day 30: email the RES30-5 code for 5% off.
• Day 37: text the RES37-7 code for 7% off.
• Day 45: email the RES45-10 code for 10% off.
• Day 52: send one final text reminder for the 10% code.

Every later offer checks the live estimate first and stops after acceptance, decline, or the extended expiration. Eligible customers enter the code directly on the estimate portal. CE Pro validates the code, residential scope, minimum estimate age, date and usage limits, service restrictions, and existing redemptions before atomically updating the discount and total. One coupon is allowed per estimate, and a code cannot replace an equal or larger existing discount.

Lead-response and reply escalation

Lead Response SLA - 5 and 15 Minute Escalation checks the live first_contact_at value rather than assuming that an automated message counts as personal contact.

• At five minutes without first contact, CE Pro creates a high-priority call

task for the assigned rep.

• At fifteen minutes without first contact, CE Pro marks the lead At Risk

and creates another immediate call task for manager visibility.

• Booked, closed, converted, lost, or replied leads stop the remaining checks.

Hot Reply - Inbound Text Rep Task and Hot Reply - Inbound Email Rep Task create a task due within 15 minutes whenever a customer responds. These workflows run outside business hours so a reply is captured immediately, while the assigned team member can act according to office policy.

Appointment no-show recovery

Appointment No-Show - Rebook Recovery runs after a 15-minute grace period when a lead appointment has passed without conversion or an estimate. It sends an email and compliant text with the lead's secure self-booking link, then creates a same-day rep call task. A stable appointment key prevents the same missed appointment from enrolling twice.

Estimate expiration and reissue

• Estimate Expiring - 3-Day Save emails the customer three days before the

recorded expires_at value and creates a rep call task.

• Estimate Expired - Reissue Recovery marks the still-open estimate

expired, offers to refresh pricing, and creates a reissue task.

Scheduled expiration events use the exact estimate expiration timestamp. A retry does not create another run for the same estimate and expiration date.

Payment lifecycle

Invoice Due - 3-Day and Due-Date Reminders anchors to due_date, not the day the invoice was sent. It emails three days before the due date, checks the live payment status on the due date, and only then sends the due-today text and creates a collection task.

Payment Failed - Customer and Rep Recovery runs when a Stripe payment or deposit attempt changes to failed. It sends a help message and creates a high-priority recovery task. Invoice Paid - Receipt Follow-Up and Thanks runs only when an invoice crosses into paid status, after payment aggregates have been reconciled. The normal payment receipt remains the financial record; the automation is the customer thank-you.

Existing residential and commercial overdue-invoice workflows continue to handle balances that remain open after the due date.

Review recovery and referral routing

Portal reviews now trigger one of two mutually exclusive paths:

• Ratings from one to three stars enter Review Recovery - 1 to 3 Stars.

The customer receives a private acknowledgment and the team receives a high-priority service-recovery task. CE Pro does not ask that customer to post publicly.

• Ratings from four to five stars enter **Review Promoter - 4 to 5 Stars and

Referral**. The customer receives the organization's public review link and a simple referral request.

Commercial contract renewal

Commercial Contract Renewal - 90/60/30 Day Sequence reads contract_end_date from an active recurring job template. It starts 90 days before that actual date, creates a renewal review task, follows up at 60 days, and creates the final close task and email at 30 days. Residential clients do not enter this workflow.

Cancellation and weather rescheduling

• Cancelled Job - Customer Reschedule Recovery acknowledges a cancelled

job and creates a dispatcher recovery task.

• Weather Hold - Proactive Rescheduling immediately sends a weather update

by email and text, then creates a high-priority task to choose a safe new service date.

Both workflows use the live job status transition, so editing an unrelated job field does not send a rescheduling message.

Residential and commercial routing

New lead, estimate, job-completion, invoice, and renewal events carry the customer type into the automation engine. Workflows can therefore use residential and commercial entry conditions without both versions running for the same record.

Trigger reliability

The standard trigger paths include:

• first estimate view
• estimate acceptance
• completed jobs
• inbound missed calls
• scheduled appointment reminder windows
• missed lead appointments after the configured grace period
• estimate expiration dates and pre-expiration windows
• invoice due dates and overdue thresholds
• Stripe payment success and failure transitions
• portal review submissions and rating splits
• recurring commercial contract end dates
• cancelled-job and weather-hold status transitions
• overdue invoices checked by the scheduled automation worker

Events include stable deduplication keys where appropriate, so retries do not create a second run for the same estimate view, acceptance, appointment, or overdue invoice.

Monitor the library

Open an automation and select Run History to review each execution. Use Monitoring Runs for troubleshooting failed or waiting steps.