IN BRIEF
The New Lead workflow automatically sends a timely acknowledgment to leads when they enter the “new” stage. This helps ensure prompt communication, improves engagement, and increases the likelihood of converting leads into active customers.

• Overview
• Accessing the Feature
• Step-by-Step Instructions
  • Additional Notes
• Troubleshooting & FAQs
• Related Articles

Overview

The New Lead workflow is designed to automatically respond to newly created leads by sending a communication after a short delay. This ensures that every lead receives acknowledgment without requiring manual follow-up.

• Workflow type: Lead-driven
• Trigger: A lead enters the “new” stage
• Purpose: Automatically acknowledge new leads and initiate communication

This workflow is useful for maintaining consistent communication, improving response times, and creating a professional first impression for prospective customers.

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Accessing the Feature

1. From the Office Portal, navigate to AUTOPILOT > WORKFLOWS > "Add a Workflow."
2. Locate New Lead in the list of workflows.
3. The workflow will automatically be copied to your account and will open in the Workflow Editor.
4. After configuring the workflow, select Save.
5. When ready, select Enable to begin using the workflow.

Note: Only administrators or staff members with Admin Access permissions can copy or edit Autopilot workflows.

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Step-by-Step Instructions

1. Open the New Lead workflow.
2. Review the workflow details:
   • Trigger Type: Lead stage change – activates when a lead enters the “new” stage
   • Communication Template Used: Defaults to “New Lead Acknowledgment.”
3. Configure the following options:
   • Locations
     • Select one or more Locations at which the Lead profiles are active to be deemed eligible to receive communication.
   • Wait for Action
     • Defines how long the System waits before sending the communication
     • Default: 30 minutes
   • Send Lead Communication options:
     • Communication Template – select the appropriate communication template to be used.
       • Defaults to “New Lead Autopilot Acknowledgment.”
     • Choose Communication Method(s)
       • Send Email
       • Send SMS
   • (optional) Configure additional follow-up communications for the New Lead.
     • Click the [+] icon after the “Send Lead Communication” field to configure an additional “Wait for Action.”
     • (optional) Click the [+] icon after the “Wait for Action” to configure an additional “Send Lead Communication” action.
       • NOTES:
         • If you do not complete this step, no communications will be sent following the wait period.
         • Additional follow-up communications will only be sent if the Lead is still in the “New” stage at the end of the wait period. 
4. Confirm communication preferences:
   • Ensure contact details exist for the lead (email and/or phone number)
   • Verify opt-in settings for email and SMS communications
5. After configuring the workflow, select Save.
6. When ready, select Enable to activate the workflow.

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Additional Notes

• Communication Templates:
  • The “New Lead Autopilot Acknowledgment” template can be edited under SETTINGS > SETUP > GENERAL SETTINGS > COMMUNICATION TEMPLATES > "Autopilot" tab
  • Additional custom communication templates can be created/edited under SETTINGS > SETUP > GENERAL SETTINGS > COMMUNICATION TEMPLATES > "Custom" tab.
• Opt-In Compliance:
  • The System respects all email and SMS opt-in preferences before sending communications

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Troubleshooting & FAQs

• Why did the New Lead workflow not trigger?
  • Verify that the workflow is enabled and that the lead has entered the “new” stage. Also confirm that the “Wait for Action” period has passed.
• Why was no message sent to the lead?
  • Ensure the lead has valid contact information and has opted in to receive email or SMS communications.
• Can I change the message that is sent?
  • Yes. Edit the “New Lead Acknowledgment” template in the Communication Templates settings.
• Can I adjust the delay before sending the message?
  • Yes. Modify the “Wait for Action” value in the workflow settings to fit your preferred response timing.
• Why did a new Lead receive multiple messages?
  • If you have multiple instances of the workflow running that are linked to the same Location(s), customers may receive multiple communications.
  • Ensure that each instance of the workflow targets different Locations.

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Related Articles

• What is Autopilot? 
• How Do I Copy and Configure Autopilot Workflows?
• How Do I Configure the Retargeting Lead Workflow?
• How Do I Create Custom Communication Templates (Email/SMS/Push Notification)?
• How Do I Edit, Disable, or Delete Custom Communication Templates?
• What is the LEADS Page?
• What are the Lead Settings Options?

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