Workflows
Workflows let you automate how consumers are routed, contacted, or suppressed based on their status, eligibility, or other account conditions. They are designed to be deterministic, meaning they follow the logic you configure and execute predictably every time.
Use workflows when you want to control how accounts move through your engagement process—whether that means triggering outreach, delaying actions, escalating to a human agent, or preventing contact altogether.
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How Workflows Work
Workflows are made up of configurable actions and logic steps that determine what happens next for a consumer. These actions can update connected systems, trigger communications, add delays, evaluate conditions, or route accounts into other workflows.
Because workflows are deterministic, they are best suited for operational logic that requires consistency and clear rules.
Workflow Assignment Behavior
When you assign a workflow on a consumer, that specific version of the workflow becomes the active workflow for that consumer. Understanding how assignment works helps you manage workflow changes and reassignments correctly.
Changes After Assignment
If you edit or modify a workflow after it has been assigned to consumers, those changes do not automatically propagate to consumers already assigned to that workflow.
Consumers continue to follow the workflow version that was active at the time of assignment. To apply updated workflow logic to existing consumers, you would need to clear their current workflow and reassign them to the updated version.
Reassigning Workflows
Each consumer can have only one workflow active at a time. If you attempt to assign a new workflow to a consumer who already has an active workflow, the assignment will fail.
To assign a different workflow to a consumer, you must first clear the existing workflow from that consumer, then assign the new workflow. This ensures intentional transitions between workflow states and prevents accidental overrides.
Core Workflow Components
Core System Updates
Update Core
If you have a core system connected, you can use Update Core to update relevant dispositions in that system.
Custom dispositions are coming soon. For now, use API webhooks to manage custom dispositions.
Engagement Actions
Engagement actions initiate outbound communication with consumers.
Text - Send a text message using an existing template.
Email - Send an email using an existing template.
Call - Place a phone call using a defined calling strategy. If no call strategy is selected, the workflow would execute based on the pre-selected strategy uploaded alongside the account. If there is no pre-selected strategy uploaded alongside the account, the call will not be executed.
Letter - Send a physical letter based on a template.
App Notification - Send an in-app notification.
These actions are part of a broader Communications category, since they all represent outbound consumer engagement.
Timing
Add Day
Use Add Day to insert a delay, in days, between contact attempts or workflow steps.
This is useful when you want to space out communications or enforce timing rules between actions.
Custom Webhook
Custom Webhook
Use Custom Webhook to send a custom API request in JSON format to a defined endpoint. Custom credentials can also be included.
Requests are made through a queue to help reduce duplicate delivery. However, idempotency is not guaranteed, so webhook endpoints should be designed to handle potential duplicate requests safely.
Control Flow
Control flow actions determine how consumers move through a workflow based on defined rules or operational decisions.
Condition
A Condition evaluates whether a specific rule is met and then routes the workflow accordingly.
This is useful for:
preventing contact for consumers in a specific state or with a specific status, including strategy-specific or portfolio-specific routing
routing consumers into different workflows or engagement strategies based on conditions such as outstanding balance, payment plan status, or eligibility
Conditions are one of the primary ways to build branching logic into a workflow.
Queue Workflow
Use Queue Workflow to queue another workflow for execution. The queued workflow runs immediately.
This is useful when you want one workflow to hand off a consumer into another predefined workflow or strategy path.
Human Escalation
Use Human Escalation to mark a consumer as requiring human follow-up.
This action does not automatically stop consumer engagement. If you want to suppress contact after escalation, you should also update the consumer's disposition or add workflow logic that blocks outbound communication.
Notifications
Use Notifications to send a message to a team or Slack channel using a predefined webhook.
This is useful for operational alerts, escalation visibility, or notifying internal teams when a workflow reaches a specific state.
Preventing Outbound Contact
It is important to distinguish between routing logic and contact suppression.
Some workflow actions, such as Human Escalation, change how a consumer is flagged internally but do not stop outreach on their own. If you need to prevent outbound communication, you should explicitly configure the workflow to do so, such as by:
updating the consumer's disposition
routing the account into a non-contact workflow
adding condition logic that blocks communications actions
This ensures that suppression is enforced intentionally rather than assumed.
Common Use Cases
Workflows are commonly used to:
route consumers into different engagement paths
block contact for consumers with specific restrictions or statuses
trigger communications based on account state
add delays between outreach attempts
send operational notifications to internal teams
escalate consumers for human handling
sync disposition changes to connected systems
Best Practices
To build effective workflows, we recommend the following:
Keep workflow logic as simple and explicit as possible
Use conditions to enforce clear routing rules
Do not rely on escalation alone to suppress contact
Design webhook endpoints to tolerate duplicate requests
Separate communication logic from suppression logic when possible
Test workflows carefully before deploying them broadly
Summary
Workflows give you a structured way to automate routing, communication, escalation, and system updates based on consumer status and business rules. By combining deterministic logic with engagement actions and control flow, workflows help teams manage outreach more consistently and with greater operational control.