How do I create a Custom Workflow from scratch?

Ready to go beyond the basics? In this guide, we will build a complete Renewal Automation. We will target specific Commercial clients 30 days before expiration as our example case.

1. The Setup (Shell)

Start by defining the "Who" and "How" of the workflow shell.

Configuration Steps:

1. Click the Plus (+) Icon at the top-right of the Automation Center.
2. Select Automation (Ongoing) rather than Campaign.
3. Name: Give it a clear name (e.g., "Commercial Renewal - 30 Days").
4. Assignee: Select yourself or an alias.
5. Sender Email: Choose which connected email account will send the messages.

2. The Trigger (Entry Condition)

We need to tell the system when to start. For this example, we will target policies expiring in 30 days.

Setting the Trigger:
• Category: Select "Policy Date".
• Condition: Set to "Expiration Date".
• Timing: "Before Number of Days" set to 30.

Decision Point: Limit Contact Entry
This checkbox controls how the system handles clients with multiple policies expiring on the same day.

Checked (Consolidated): The client enters the workflow once. (Good for general relationship building).
Unchecked (Separate): The client enters the workflow separately for each policy. (Good if you need to reference specific policy numbers in every email).

3. The Filters (Precision Targeting)

Now we refine the audience. Below is an example of how to target a specific cross-sell group.

Example Filters:
• Insured Type: Commercial.
• Include Line of Business: Personal Auto.
• Exclude Line of Business: Homeowners.
• Tag Filter (Optional): You can also filter by your own custom tags (e.g., include only "VIP" clients).

4. The Touchpoints (Actions)

With the audience defined, let's build the communication journey. Remember to customize the text to match your agency's voice.

Day 1: Email & SMS
1. Email: Add an email touchpoint. Use Merge Tags (like {Insured First Name}) to personalize the greeting.
2. SMS: Add an "Automated SMS" on Day 1.
Example SMS: "Hi {Name}, your policy expires in 30 days. Call us if you need help."

Day 5: Internal Note
1. Add a "Note" touchpoint scheduled for Day 5.
Example Note: "Policy expiration notice sent to {Insured Name}."
3. This leaves a paper trail in the AMS automatically.

5. The Safety Net (Exit Conditions)

Ensure the workflow stops automatically if the client engages or renews.

Status Change: Stop if Policy Status becomes Renewed or Cancelled.
Client Reply: Stop if the client replies to the email or SMS.

6. Launch!

You have two options to finish:

Submit: Saves the workflow but keeps it paused (Inactive).
Submit & Run: Immediately scans for matching contacts (e.g., anyone expiring in exactly 30 days) and enrolls them.