Skip to main content
A workflow defines what Avoca does after a person enters a campaign. Open Products → Outbound → Workflows.

​
Workflow states

  • Draft: editable but unavailable for a new campaign launch
  • Published: available for campaigns
  • Archived: retained for reference but no longer offered for new use
The page separates workflows into Published, Draft, and Archived lists. Your team may also offer presets or cloning to speed up creation.

​
Create a workflow

  1. Select New Workflow.
  2. Enter a clear name that describes the audience and purpose.
  3. Choose the workflow type offered for your use case.
  4. Start from scratch, a preset, or an existing workflow when those options are available.
  5. Add the contact steps to the canvas and connect them in the intended order.
  6. Configure each step’s content, sending number or agent, contact hours, and follow-up behavior.
  7. Configure the connection between steps, including any delay or outcome-based path.
  8. Save, then review every path from the trigger to its final step.
Common customer-facing steps include calls and texts. Other channel steps appear only for teams that have those products enabled.

​
Review before publishing

Confirm that:
  • The first contact identifies the business and matches the campaign’s purpose.
  • Variables used in a message have a value for every audience member.
  • Calls and texts use an eligible phone number.
  • Business hours and delays use the team’s intended time zone.
  • A non-response path does not create excessive follow-ups.
  • Booking, transfer, escalation, and opt-out language is accurate.
  • Every branch ends intentionally and no step is disconnected.
When the workflow is ready, open its detail or editor view and select Publish. It can then be selected in a campaign.
Clone a proven workflow before making a substantial change. Give the clone a new name, test it with a controlled campaign, and keep the original available until the replacement is validated.

​
Archive safely

Before archiving a published workflow, check which active campaigns use it. Pause or move those campaigns first. Avoca displays the affected campaigns when an archive would interrupt active work.
A workflow controls real customer contact after its campaign starts. Publishing the workflow does not by itself launch outreach, but edits to a workflow used by an active campaign should be reviewed as production changes.