title: "Automations: Email & SMS Workflows"
Build timely email and SMS sequences that welcome and nurture leads without overwhelming them.
Step 1: Choose a trigger
- Instruction: Go to Automations → Create New, then select a trigger such as Form Submitted, Tag Added, or Pipeline Stage Change.
- Expected: The trigger appears at the start of the automation timeline and will initiate the flow when conditions match.
- Why it matters: Choosing the right trigger ensures automations run at the most relevant moment.
- Troubleshooting: If automations don’t start, verify that the trigger conditions match test events.
Step 2: Compose your sequence
- Instruction: Add actions (Email, Delay, SMS, Task) to the automation in the desired order.
- Expected: Each action appears in the timeline and can be edited for content and timing.
- Why it matters: Logical sequencing balances frequency and relevance to improve engagement.
- Troubleshooting: If an action is missing, ensure required channels are connected (email/SMS).
Step 3: Personalize messages
- Instruction: Use personalization tokens like
{{first_name}}and keep copy benefit-driven and concise for SMS. - Expected: Messages show tokens replaced in preview for test contacts.
- Why it matters: Personalization increases open and response rates.
- Troubleshooting: If tokens appear raw, confirm the contact has the required field populated.
Step 4: Set sensible delays
- Instruction: Insert Delay steps (e.g., 1–2 days for email; hours for SMS) between messages.
- Expected: The timeline reflects delays and spacing between actions.
- Why it matters: Proper pacing avoids message fatigue and preserves brand reputation.
- Troubleshooting: If users report too many messages, increase delays or add frequency caps.
Step 5: Test the flow
- Instruction: Use a test contact to step through the automation and validate sends, tags, and tasks.
- Expected: Test contact progresses and receives actions as configured.
- Why it matters: Testing prevents logic errors and unintended sends.
- Troubleshooting: Review automation history to debug failed actions.
Step 6: Monitor and iterate
- Instruction: Review open/click rates, conversion metrics, and adjust timing or copy based on data.
- Expected: Improvements in engagement and conversion as you refine the sequence.
- Why it matters: Iteration drives better performance and ROI.
- Troubleshooting: If metrics don’t improve, run A/B tests and focus on subject lines or timing.
What success looks like
- Higher open and response rates, fewer unsubscribes, and clear conversion paths for nurtured leads.