Creating a 'New Lead' Workflow

User Guide

Written By John Beatty (Super Administrator)

Updated at December 7th, 2022

The New Lead

Using Automations to set up a workflow for handling new leads provides an immediate engagement with customers and/or potential franchisees. 


Here we cover the process for a Franchisee receiving a new lead, via their website, and sending reminders to staff to follow-up with a lead. Here is a breakdown of what we want to accomplish with this Workflow:


  • Email staff to follow-up with new website leads immediately 
  • Assign the leads to the location's director
  • Text the lead after 5-minutes telling them to check in with the recent Lead
  • Add Notes to Lead's profile indicating a reminder for follow-up

More on the FCOS Structure

Leads coming into a Franchisee are categorized under the Customers module. Please refer to the Get to Know Automations, Node (Module) & User Fields in the "Related Articles" (below) for a breakdown 


Step 1: Name Workflow

Whew—that’s quite a bit of work we want our automation to do. But no worries; Automations are built to perform multiple actions for one trigger. Let’s start by giving the workflow a name.


“New Lead Welcome” indicates the general goal of the workflow. Next, we’ll configure the trigger.


Step 2: Add Trigger

Since we only want leads from the website, we will add a condition that source =

Keep it Simple

That’s all we’ll need to configure for the trigger. The other conditions (type, parent, status, or assigned user) are not necessary for this workflow to trigger but, you may add additional conditions.


Step 3: Action, Send Email

Next, click to begin (you guessed it) adding actions! Let’s start with the first item: Email new website leads immediately encouraging them to book a tour.


We already created an email template called “Reminder to Call” that sends a reminder to make contact with a new Lead. We will use this in this action. As stated earlier, you MUST have an email template created to use the email action.


Start Making Email Templates

Check out our video tutorial on Creating an Email Template. You can search for this or use the direct link in the "Related Articles" (below).



We did not turn on a delay. The email will be sent to the triggering node (the lead/parent) from one of our shared mailboxes, "Acme, Inc.". For you, the shared mailbox may appear in the format of [City, State]. We customized our “from” name and indicated the template we’ll be using.


Additionally, we set the template "User" to be Test UserNode for all these automated emails. This test info populates into all {{ user }} fields, such as the email signature.

Check This!

Emailing may fail if you leave the template' user as “the assigned user” and there is no user assigned.


Step 4: Action, Assign User

With the email done, we can move on to assigning the lead to this location's director. Click and select Assign to a user.


We set this action to assign the lead immediately to the Test UserNode.


Step 5: Action, Send Text

Next, we want to text the lead after 5-minutes telling them to check their email for a special offer. Click and select Send a text message, as the action.


We set a 5-minute delay which is set by entering an interval in the box next to After. We chose to send the text to the parent and typed a short reminder message about the email.

Using Templating Engine Fields 

As you can see, we used the same email template syntax to reference the lead’s first name, {{ node.first_name }}.



Step 6: Action, Adding a Note

Last, we want to update the lead’s profile to indicate to the assigned User to follow up. The "Add a note" action can help us do this. Click and select Add a note, as the action.


We set this note to immediately update this Lead's profile. This will help us log contact made with this Lead into FCOS.


Step 7: Save

After you’ve reviewed all your “Actions” and “Triggers”, click Save or Save Draft.

Save vs. Save Draft

Saving it will publish the workflow and begin immediately. Saving it as a draft will keep your changes but remain idle until you publish it.



Working With Delayed Actions

PLEASE NOTE, that if all "Actions" are set to Immediately they are placed in a queue and fire out at the same time. IF, you would like "Actions" to fire successively then set a short delay for the order you would prefer. For example, delay my 1, 3, or 5 min to ensure your "Actions" send in a specific order.     


Completed Workflow