Workflows

Overview

A workflow is a series of automated steps or actions designed to guide leads through a campaign of communiation. By automating tasks like follow-up reminders and communication across multiple channels, workflows help streamline operations. This allows agents to focus on high-priority tasks while ensuring repetitive tasks are handled efficiently.

Key Features of the Workflow System

1. Custom & Pre-Designed Workflows

   Create custom workflows from scratch, copy an existing personalized workflow, or choose from a rich library of pre-designed workflows for common customer support and lead management scenarios. Templates can be used as-is or easily customized.

2. Automated Task Management

   Automate follow-ups to engage leads at the right time, ensuring agents never miss key touchpoints.

3. Multi-Channel Communication

   Set up workflows to communicate via text, email, and create reminders to follow up with leads, ensuring seamless engagement with your leads.

4. Automated Lead Subscription Triggers

   Automatically subscribe leads to campaigns based on their lead source or assigned agent, initiating timely communication and nurturing relationships.

Accessing the Workflow Creation Library

1. Go to leads.realgeeks.com
2. From the dashboard, click the Automations menu
3. Click Drip Workflow to enter the workflow setup

Click New Workflow to start creating a new campaign. You’ll be presented with three options for generating your workflow:

• Blank Workflow: Create a workflow from scratch
• Workflow from Library: Select a pre-designed workflow from the library
• Copy Existing Workflow: Duplicate a workflow you've already customized and use it as a template for a new campaign

Creating a Workflow from Scratch (Blank Workflow)

Creating a workflow from scratch gives agents more control over the campaign editing process. This option allows you to build custom workflows tailored to your specific business needs and unique lead engagement strategies.

1. Add a Workflow Name

   Choose a clear, descriptive name to easily identify the workflow.

   Workflow Name Examples

   • Zillow - New Listing Alert - 30 Days
   • Luxury Homes - Open House Reminder - Weekly
   • Buyer - No Communication 1+ Year - Daily

2. Set Up Triggers

   • Manual Assignment: Manually subscribe leads to this workflow as needed.
   • Automated Assignment: Assign leads based on their source, assigned agent, or both. Select these conditions in the workflow builder.

3. Set Lead Response Options

   • Pause on Response: Pause the workflow when a lead replies to ensure personalized follow-up.
   • Continue: Let the workflow continue automatically after a lead response.
4. Click Continue
   
   

5. Add Workflow Steps

   Map out each step in your workflow, such as sending an email, scheduling a follow-up call, or setting a task reminder.

   After defining each step, set the timing between actions to control your campaign's pace. Adjust intervals—hours, days, or weeks—to create either short-term, fast-paced campaigns or long-term ones. This fine-tuning keeps leads engaged without overwhelming them, aligning with your specific lead management strategy.
   

6. Customize Messages

   Personalize the content of your emails or text messages. You can also reorder the steps to suit your workflow.

7. Publish the Workflow

   After all steps and conditions are set, click Publish to make the workflow available.

Workflow Name Examples

Using a Pre-Created Workflow (Workflow from Library)

The Workflow Library offers pre-designed campaigns and workflows for common scenarios. These templates provide a quick way to launch workflows, saving time and effort while creating engaging campaigns.

1. Browse the Workflow Library

   Explore the library of pre-created workflows and preview campaigns beforehand to get a feel for how the campaign engages with your lead. These campaigns can be fully customized later in the process.

2. Select a Template

   Choose your desired campaign and clickContinue

3. Customize the Workflow

   After selecting the campaign and clicking the Continue button, you can:

   • Add a descriptive name for your workflow
   • Establish campaign triggers (e.g., lead source, agent assignment)
   • Enable the pause campaign feature, which pauses the workflow when a lead responds to one of your messages. This ensures personalized interaction before resuming the workflow.

4. Set Lead Response Options

   • Pause on Response or Continue as outlined in the custom workflow steps

5. Publish the Workflow

   Once you've made the necessary changes, click Publish to make the workflow active for new leads.

Copying an Existing Workflow

Copying an existing workflow is useful when you want to quickly repurpose a successful campaign for different lead scenarios. This approach allows you to make minor tweaks to suit various lead segments, saving time while retaining proven strategies.

1. Select Copy Existing Workflow

   This option allows you to duplicate a previously created workflow, saving time on setup.

2. Modify the Workflow Name

   Adjust the name to reflect the new campaign you're building. For example, if you’re using a version of a previous campaign, include a new identifier such as "Q4 Edition."

3. Customize Steps as Needed

   All steps from the original workflow will carry over, but you can modify triggers, actions, and messages as needed to suit the new campaign.

4. Adjust Lead Triggers and Responses

   Ensure the workflow still meets the needs of the new campaign by updating any lead source or agent triggers and response handling.

5. Publish the Copied Workflow

   Once all edits are made, publish the copied workflow for use in your campaigns.

Assigning a Lead to a Workflow

You can assign leads to a workflow either individually or in bulk, depending on your needs. Here are the instructions and benefits of both methods:

Individual Lead Assignment

Assigning a lead to a workflow individually allows for personalized management and focused attention. You can tailor the workflow to the specific needs and behaviors of that lead, ensuring they receive relevant and targeted communication. This method is ideal when you want to track a lead’s progress closely and adjust based on their behavior.

To assign a single lead to a workflow:

1. Go to the lead's profile
2. Click on the Workflows menu
3. Use the dropdown menu to select the desired workflow by name
4. Click Add to assign the workflow to the lead

Benefits:

• Personalized Lead Management: Tailor workflows to each lead's specific interests or behaviors
• Focused Attention: Track and manage the lead’s progress closely through the sales funnel
• Dynamic Adjustments: Easily adjust workflows based on how the lead interacts with your communication

Bulk Lead Assignment

Assigning workflows to a group of leads at once is an efficient way to manage large numbers of leads. It ensures consistency in communication, helping you automate engagement for multiple leads while maintaining uniformity across your messaging. This approach is best for segmented campaigns or when you need to scale your outreach.

To assign multiple leads to a workflow:

1. Use a custom lead filter or manually select leads using the checkboxes next to each contact
2. Click Bulk Actions
3. Select Workflow-Drip from the dropdown menu
   
   
4. Choose your campaign by name
5. Select either the Subscribe or Unsubscribe button
6. Click Next
7. Finally, click Change Subscription to apply the workflow to your selected leads

Benefits:

• Efficiency: Quickly subscribe multiple leads to a workflow, saving time
• Consistent Messaging: Ensure all leads in a group receive the same messaging, maintaining uniformity
• Segmented Campaigns: Target specific groups (e.g., leads in a particular neighborhood) with relevant communication
• Scalability: Manage large volumes of leads efficiently, automating follow-up and nurturing tasks

Workflow Best Practices

Leverage the Pre-Built Templates

If you’re new to workflows, start with the ready-made templates. They cover common scenarios and are a great foundation you can customize as you become more comfortable.

Keep Workflows Simple

Start with simple workflows, such as sending a follow-up email or setting a reminder. This approach keeps things organized and manageable. As your needs grow, you can add more complex actions.

For Example

When a lead responds, the campaign can pause, and trigger a reminder for you to either launch a new campaign based on the lead's response or follow up manually. Maintain clear and adaptable processes as you expand your operations.

Automate Follow-Up Reminders

Always incorporate follow-ups into your workflows. You can create a campaign solely for follow-ups, where the system automatically generates reminders for you to connect with leads over time.

Alternatively, add follow-up steps between automated emails or texts to ensure you're staying in touch with leads at crucial moments. While it's best to set reminders for direct phones calls with your leads, you can also create reminders to text or email as needed.

Personalize Based on Triggers

Campaigns can be triggered automatically by lead source or agent assignment. It’s important to create custom campaigns based on these triggers to ensure leads receive relevant communication as soon as they’re added to the system.

For Example

• For leads from a specific source (e.g., Zillow or Realtor.com), create campaigns that reflect the type of properties they’ve shown interest in or content that speaks to their stage in the buying or selling process.

• For agent-assigned leads, you can customize the campaign to align with that agent’s specialty or expertise. If an agent focuses on luxury homes, the campaign could highlight high-end listings and market updates.

Using these triggers ensures timely and relevant communication, improving the likelihood of converting leads into clients.

Create Custom Workflows for Different Lead Scenarios

Focus on developing custom workflows for niche lead groups to maximize engagement. For example, create workflows for leads looking in specific neighborhoods, price ranges, or those who are pre- or post-approved. Tailor your messaging to fit their specific needs:

• For neighborhood-specific leads, send updates on new listings, market trends, or upcoming open houses in the area.

• For pre-approved leads, provide next steps on scheduling property tours or moving toward closing.

• For post-approved leads, share follow-up content like refinancing options or home maintenance tips.

These targeted workflows allow you to deliver more relevant information, increasing the chances of successful engagement with each lead type.

Avoid Over-Automation

Automation is great for routine tasks, but personal touchpoints are crucial. Balance automated processes with human interaction at key moments to build stronger relationships with your leads.

Additional Resources

Training Videos

Watch our training videos to learn more about advanced workflow configurations.

Support

Contact our support team via the chat button on your dashboard or email us at support@realgeeks.com for further assistance.

By following these steps and best practices, your team will be able to create and manage workflows that improve lead engagement and enhance the overall efficiency of your customer support operations.