How Do I Configure the New Lead Workflow? – iClassPro Support

The New Lead workflow sends each new lead an automatic welcome message. It waits a short time after the lead enters the New stage, then sends an email, a text, or both.

Note

To set up this workflow, you need Admin Access, or the Autopilot permission set to Full.

Open the New Lead workflow

In the menu bar at the top of the Office Portal, select Autopilot.
Select the Workflows card to open your workflows.
Select Add a Workflow in the top-right corner. The Tasks Library opens.
Scroll down the list, which is in alphabetical order, and select New Lead. A copy of the workflow opens in the Workflow Editor.

Set up and turn on the workflow

Check the Locations box. Remove any location whose new leads shouldn't get the message.
Select 1. Wait For Action to set how long to wait. Enter the days, hours or minutes, then select Apply. It starts at 30 minutes.
Select 2. Send Lead Communication. In Communication Template, choose the message to send. It starts on New Lead Acknowledgement.
Check Send Email, Send SMS, or both, then select Apply. Send Email starts checked.
Select Save to save the workflow.
Turn on the Enabled switch in the top-right corner to start the workflow.

You're All Set

Done!

New leads at the locations you chose now get the welcome message after the wait time.

What happens after a lead enters the New stage

Lead moves on — if the lead leaves the New stage before a message goes out, the workflow stops for that lead. No more messages are sent.
Contact details — email needs an email address on the lead. Texts need a phone number.
Opt-outs — a lead who opted out of email or texts doesn't get them.

Optional extras

▶ Add follow-up messages

Select the + icon below the last Send Lead Communication box to add another Wait For Action. Set how long to wait, then select Apply.
Select the + icon below that wait to add another Send Lead Communication. Choose its template and how to send it, then select Apply.
Select Save to save the workflow.

Follow-up messages go out only while the lead is still in the New stage. A workflow can hold up to 10 steps, counting each wait and each message.

▶ Change the welcome message

Go to Settings > Setup > General Settings > Communication Templates.
Select the Autopilot tab.
Select the pencil icon next to New Lead Acknowledgement to edit its email and text.

To send a message of your own instead, create a template on the Custom tab. Then choose it in Send Lead Communication. See How Do I Create Custom Communication Templates (Email/SMS/Push Notification)?

Troubleshooting

▶ Common Questions

▶ Why didn't a new lead get the message?

Check each of these:

Workflow — saved, with the Enabled switch on.
Location — the lead's location is selected in Locations.
Timing — the Wait For Action time has passed.
Stage — the lead was still in the New stage when the message was due.
Contact — the lead has an email address or phone number and hasn't opted out.

The lead's Activity History shows each automatic email or text, and whether it failed.

▶ Why did a new lead get more than one message?

Two copies of the New Lead workflow may cover the same location. Each copy sends its own message. Give each copy different locations.