Workflows
Send reminders before and after each meeting, and follow up with visitors who left a form halfway.
What workflows do
A workflow is a sequence of emails attached to one form and started by an event:
| Sequence | Started by | Where to edit it |
|---|---|---|
| Reminders to the prospect | A meeting booked through the form: steps run before or after the meeting. | Agents › Handoff Agent › Reminders to the prospect |
| Abandoned form | A visitor who leaves the form after giving a way to reach them. | Agents › Nurturing Agent › Abandoned form |
Each sequence is set form by form: pick the form with Select a form at the top of the screen. The old Workflows address still works and opens the reminders.
Editing workflows requires the workflows management permission.
Reminders you get without doing anything
Even with no workflow, Nudge reminds every visitor of their meeting by email 24 hours before. For meetings with a higher risk of no-show, it also sends reminders 48 hours and 2 hours before. These emails carry the meeting details and the reschedule and cancel links. See Booking pages.
Workflows add to these reminders. A workflow reminder scheduled within three hours of an automatic one is skipped, so the visitor never gets the same message twice.
Build the reminders sequence
Open the sequence
Go to Agents, open the Handoff Agent, then Reminders to the prospect. Pick the form.
Choose the tab
Pre-Booking for reminders before the meeting, Post-Booking for follow-ups after it.
Add a step
Click Add step, then Send message. Select the step to edit it: set the Delay in minutes and keep the Email channel. On Pre-Booking, the delay counts back from the meeting's start (1440 = one day before). On Post-Booking, it counts from the meeting's start (1440 = one day after).
Save
Click Save step. Use Active to pause a step without deleting it, and the arrows to reorder steps.
The steps are planned when the meeting is booked. When each one is due, Nudge checks the meeting first:
- a Pre-Booking step is sent only if the meeting is still scheduled and has not started;
- a Post-Booking step is sent only if the meeting is marked Completed, which happens when your team records its outcome in Bookings. It is skipped if the meeting was cancelled, marked as a no-show, or has no outcome yet when the step is due.
When a meeting is cancelled, its pending reminders are dropped.
What the reminder email contains
Reminder steps send Nudge's reminder email, translated into the visitor's language, with the meeting details and the reschedule and cancel links. The subject and message you type in a reminder step are kept with the step but are not used in this email.
Start from a template
Click Use template to create several steps at once, then adjust them:
- Post-booking follow-up — a reminder, then a follow-up after the call.
- Abandoned form recovery — a follow-up email after a visitor leaves the form.
Follow up with visitors who abandoned a form
Go to Agents, open the Nurturing Agent, then Abandoned form, and pick the form. Steps here are emails sent after a visitor left the form having given their email:
- Delay — minutes after the visitor left.
- Subject and Message — the text of the email. Use Insert variable to add, for example, the visitor's first name or the link to resume the conversation.
You can write several alternative sequences for the same form. Give each one a Sequence name (for example tight-budget) and fill in When to use this sequence (for example "For a prospect hesitating on price"). When a form has several, the assistant picks the one matching what the visitor said in the chat.
Depending on the Nurturing Agent's autonomy, follow-up emails may wait in To validate for your approval before they leave. The Nurturing Agent's other settings are covered in Agents.
What is sent, and what is not
Only Send message steps on the Email channel send anything. SMS and WhatsApp are marked as coming soon. Other step types you may see in the builder (wait, condition, webhook, tag, Slack) are not run by these two sequences: use webhooks and the Slack integration for those needs.
See the results
The Why they leave tab of Analytics shows a Follow-ups card: sequences sent, conversations resumed and bookings recovered, with emails sent, opened and clicked. See Why they leave.