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
- Workflow Reports – View survey stats like completions and drop-offs.
- Workflow Settings – Set default end messages, email forwarding, and repeat participation rules.
- Manage Subscribers – View and manage users currently in the workflow.
- Send to Mobile (Invite) – Push the workflow manually to selected contacts or lists.
🛠️ Left Toolbar
- Zoom In / Out – Adjust your view of the canvas.
- Reset – Re-center the canvas.
💡 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.