The Workflow Builder allows you to visually design an SMS-based automation flow that is triggered when a user texts a specific keyword. You can use it for surveys, lead capture, support flows, or marketing campaigns—all via SMS.
Workflow Trigger Settings
Workflow Prompt Text Guide
Workflow Actions Guide
🧱 Visual Workflow Canvas
The canvas lets you add and connect components to build your logic:
- Trigger – Starts the workflow when a keyword is received. You can push/invite users to your existing contacts as well.
- Prompts – Sends a text to the user and waits for a reply.
- Add ConditionsConditions let you route users differently based on their response or behavior. These are used after a prompt text to create logic branches in your workflow.
- Add Action – Sends a message or performs automation without expecting a response.
Prompts
Prompts are used to collect user input via text message. There are three types:
- Free Text – Accepts any response. Example: “What’s your name?” or “Share your feedback.”
- Multiple Choice – The user must reply with one of the provided options. Example: “What’s your preferred contact method? (1) Phone (2) Email (3) Text”
- Scale – User replies with a number on a defined scale. Example: “Rate our service from 1 to 5.”
⚙️ Actions
Actions are steps in the workflow that perform logic, updates, or communication without expecting a reply.
- Reply to Sender – Sends an SMS reply to the user. Useful for thank you or confirmation messages.
- Update Field – Saves the user's previous response to a subscriber field (e.g., name, email, ZIP).
- Webhook – Sends the user's response as a JSON payload to a remote server. See webhook documentation for payload format.
- Add to List – Adds the user to an additional subscriber list beyond the default workflow list.
- Remove from List – Removes the user from a specific subscriber list.
- Delay – Pauses the workflow for a defined number of minutes. Ideal for drip campaigns.
- Resend – Re-sends the previous prompt if the user has not replied. Use with the “No Response” condition.
- Forward to Mobile – Sends the user's response to another phone number. Useful for alerts or escalations.
- End Workflow – Marks the end of the flow. You can define a custom message or rely on the default end message (set under Advanced Settings). If no explicit end is set, the system auto-ends the flow when a branch completes.
🔁 Conditions
Conditions let you route users differently based on their response or behavior. These are used after a Prompt to create logic branches in your workflow.
- Anything – Matches any response.
- Starts With – Matches if the response starts with specific text. Example: “abc123” starts with “abc”.
- Ends With – Matches if the response ends with specific text. Example: “promo2025” ends with “2025”.
- Contains – Matches if the response includes the text anywhere. Example: “I need help” contains “help”.
- Equal – Exact match. Example: user replies with “Yes”.
- > / < / Between – For numeric values only. Use these for ratings, quantities, age, etc.
- IN – Matches if the input is in a comma-separated list. Example: IN: 1,3,5 or IN: Yes, Maybe.
- No Response – Triggers if no reply is received within a specified time. Common use: Resend a Prompt after 10 minutes if the user doesn't respond.
🔘 Top Toolbar Icons
- Reports – View reports and analytics for this survey's responses and completion rates.
- Settings – Open the survey settings to configure name, messaging, timing, and other options.
- Subscribers – View or manage the list of subscribers enrolled in this survey campaign.
- Send Invite – Send an invitation to subscribers to participate in this survey.
- Zoom Out – Zoom out on the workflow canvas to see more of the diagram at once.
- Center / Fit View – Resets the canvas view to fit all workflow nodes into the visible area.
- Zoom In – Zoom in on the workflow canvas for a closer look at nodes and connections.
- Reset Layout – Resets all node positions back to the default automatic layout, discarding any saved custom positions.
- Save Layout – Saves the current positions of all nodes so the layout is preserved the next time you open the workflow. The button turns amber when there are unsaved position changes.
- Pan / Select Toggle – Switches between Pan mode (drag the canvas to navigate) and Select mode (drag to draw a selection box and highlight multiple nodes). In Select mode, hold Cmd (Mac) or Ctrl (Windows) and click individual nodes to add them to the selection. Once nodes are selected, switch back to Pan mode to drag them together.
- Fullscreen – Expands the workflow canvas to fill the entire screen for a distraction-free editing experience. Press Esc or click again to exit fullscreen.
💡 Tips
- Always begin with a Trigger component.
- Use meaningful Prompts and actions to guide the flow logically.
- Combine conditions with actions for dynamic and personalized workflows.
- Use “No Response” conditions to increase completion rates and handle drop-offs.