Building Custom Workflows

For power users who want to go beyond basic automations, ReplyLink offers custom workflows that combine multiple triggers, conditions, and actions. This guide explains how to build advanced automated sequences for maximum impact.

Understanding Workflow Components

A custom workflow consists of:

1. **Triggers**: Events that start the workflow

1. **Conditions**: Rules that determine the flow path

1. **Actions**: Tasks performed at each step

1. **Transitions**: Connections between steps

1. **Timers**: Delays between actions

Accessing the Workflow Builder

1. Navigate to **Automations > Custom Workflows**

1. Click "Create New Workflow"

1. Name your workflow and add a description

1. Enter the visual workflow builder

Designing Your First Workflow

Step 1: Add Triggers

A workflow begins with one or more triggers:

1. Click the "+" button on the canvas

1. Select "Add Trigger"

1. Choose from available triggers:

- **Comment Received**: When someone comments on a post

- **Message Received**: When someone responds to your DM

- **Link Clicked**: When someone clicks a tracking link

- **Form Submission**: When someone completes a form

- **Time-Based**: At scheduled intervals

- **API Webhook**: Custom trigger from external source

1. Configure trigger parameters:

- Which posts to monitor

- Specific users to include/exclude

- Any content filters

Step 2: Add Conditions

1. Connect your trigger to a condition node

1. Select the type of condition:

- **Comment Contains**: Check for specific words

- **User Property**: Filter based on user attributes

- **Time Condition**: Time of day, day of week

- **Engagement History**: Previous interactions

- **Random Split**: A/B testing paths

- **Custom Logic**: Advanced expression builder

1. Configure the condition parameters

1. Add "True" and "False" paths from the condition

Step 3: Add Actions

1. Connect condition outcomes to action nodes

1. Select the action type:

- **Send Message**: Send a DM to the user

- **Add Tag**: Tag the user in your system

- **Update CRM**: Send data to your CRM

- **Create Note**: Record information about the user

- **Run Script**: Execute custom code

- **External API**: Call an external service

1. Configure the action details:

- Message templates

- Data parameters

- Timing settings

Step 4: Link Steps with Transitions

1. Create connections between nodes by dragging from the output dot to the input dot of another node

1. Each transition can have properties:

- **Delay**: Wait time before next step

- **Condition**: Additional check before proceeding

- **Probability**: For split testing paths

Step 5: Add Workflow End Points

1. Connect final actions to end nodes

1. Configure end behavior:

- Mark conversation complete

- Move user to another workflow

- Schedule follow-up

- Record outcomes

Advanced Workflow Techniques

Parallel Processing

Run multiple actions simultaneously:

1. Create a "Split" node

1. Connect it to multiple action paths

1. Optionally add a "Join" node to wait for all paths to complete

Decision Trees

Create complex branching logic:

1. Stack multiple condition nodes

1. Create different paths based on combinations of conditions

1. Use "OR" and "AND" logic with condition groups

Looping and Iteration

Repeat actions based on conditions:

1. Create a "Loop" node

1. Define exit conditions

1. Connect actions within the loop

Event Listening

Pause workflows waiting for user actions:

1. Add a "Wait for Event" node

1. Define the event (message received, link clicked)

1. Set timeout parameters

1. Create paths for event received and timeout

Real-World Workflow Examples

Lead Qualification Workflow

Comment Trigger → Contains Question? → Yes → Send Info → Wait for Reply → Received? → Yes → Schedule Call
                                     → No → Send Generic Message
                                                               → No → Send Follow-up → Wait 24h → End

Content Recommendation Engine

Comment Trigger → Analyze Topic → Interest Category A → Send Resource A → Track Clicks → Clicked? → Yes → Add to Segment A
                                → Interest Category B → Send Resource B                          → No → Schedule Reminder
                                → Other → Ask Questions

Customer Support Automation

Negative Comment → Send Apology → Wait for Reply → Resolved? → Yes → Send Satisfaction Survey
                                                           → No → Escalate to Human Support

Testing and Optimizing Workflows

Simulation Mode

1. Click "Test Workflow" in the builder

1. Choose a sample user or create a test profile

1. Step through the workflow to see the path

1. Simulate different inputs to test all branches

Performance Analysis

1. Go to **Analytics > Workflows**

1. View key metrics:

- Completion rate

- Average time in workflow

- Drop-off points

- Conversion by path

1. Compare workflow variations

Iterative Improvement

1. Identify underperforming segments

1. Create A/B tests for different approaches

1. Implement winners and repeat

Best Practices for Custom Workflows

Design Principles

• **Start Simple**: Begin with a basic flow and add complexity gradually

• **User-Centric**: Design around user needs and behaviors

• **Test Thoroughly**: Verify all paths and edge cases

• **Document**: Add descriptions to nodes for team understanding

• **Version Control**: Save versions as you make significant changes

Performance Optimization

• **Minimize Wait States**: Long delays reduce completion rates

• **Parallelize When Possible**: Run independent actions simultaneously

• **Implement Timeouts**: Don't let users get stuck in workflows

• **Monitor Regularly**: Check for errors or unexpected patterns

Workflow Management

• **Naming Conventions**: Use clear, standardized names

• **Folder Organization**: Group related workflows

• **Templates**: Create reusable workflow templates

• **Regular Audits**: Review and update workflows quarterly

By mastering custom workflows, you can create sophisticated automation systems that provide highly personalized experiences while saving you significant time and effort.