1
Types of Actions
Actions are the steps your workflow executes. Jtek supports three categories: communication actions, data actions, and internal actions.
- Communication actions — These send messages or initiate contact: Send SMS, Send Email, Make Call (auto-dial), Send Voicemail Drop, Send Facebook DM.
- Data actions — These update information in Jtek: Add Tag, Remove Tag, Update Contact Field, Add to Pipeline, Move Opportunity Stage, Assign User.
- Internal actions — These create work for your team: Create Task, Send Internal Notification, Add Note to Contact, Add to a Different Workflow, Remove from Workflow.
- Flow control actions — These shape the workflow's logic: Wait (delay), If/Else Branch, Go To Step, End Workflow.
- Actions run in order, top to bottom. Each action completes (or waits) before the next one begins. You can drag to reorder them on the canvas at any time.
Tip: Don't just use communication actions. Combine them with data actions — add a tag, update a pipeline stage, or create a task alongside every message you send. This keeps your CRM clean and your team informed.
2
Send SMS Action
The Send SMS action composes and sends a text message to the contact automatically. It's the most-used action in Jtek workflows.
- Click "+ Add Action" on the canvas and select "Send SMS" from the action list.
- Compose your message. Use the text field to write the SMS body. Keep it under 160 characters for single-segment delivery, though longer messages work too.
- Use personalization tags to make automated messages feel personal:
{{contact.first_name}},{{contact.business_name}},{{appointment.start_time}}. These auto-fill when the action runs. - Set send timing. Choose "Immediately" to fire as soon as the previous step completes, or add a delay directly in the action settings (e.g., wait 30 minutes before sending).
- The message appears in the contact's conversation thread in Jtek's inbox, just like a manually sent SMS. If they reply, their reply lands in the thread for your team to see and respond to.
Tip: Always preview your SMS with a real contact's data before activating. If a personalization tag fails (e.g., the contact has no first name on file), it may render as blank — which looks unprofessional.
3
Send Email Action
The Send Email action sends a formatted email to the contact. You can use saved email templates or compose inline directly in the action settings.
- Select "Send Email" from the action list. The action settings panel opens on the right side of the canvas.
- Choose from templates or compose inline. If you have saved email templates, select one from the dropdown. Otherwise, use the inline editor to write your email from scratch.
- Fill in the subject line. The subject supports personalization tags:
{{contact.first_name}}, your appointment is confirmedis far more compelling than a generic subject. - Write the email body. Use the rich text editor for formatted content. Add bullet lists, bold text, links, and images. Keep your automated emails concise — they should feel conversational, not like newsletters.
- Attach files if needed. Upload PDFs, images, or documents to include as attachments. Useful for sending a welcome packet, a market report, or a buyer's guide automatically.
4
If/Else Branching
If/Else branching lets you create different paths in the same workflow based on conditions. This is how you personalize automation for different types of leads.
- Click "+ Add Action" and select "If/Else" from the flow control section.
- Set your condition. Example: "If contact has Tag = VIP, take the Yes path. Otherwise, take the No path."
- Build the Yes path. Add actions below the "Yes" branch — this is what happens when the condition is true. Example: send a premium follow-up sequence, assign to a senior rep, add to a VIP pipeline.
- Build the No path. Add actions below the "No" branch — this is the default path for contacts who don't meet the condition. Example: send a standard follow-up sequence.
- Both branches can have multiple actions. Stack as many send SMS, send email, wait steps, and other actions as needed on each branch. After both branches complete, the workflow can converge again if needed.
Jtek
Automations
Contact Created
If/Else: Tag = "VIP"?
YES
ACTION
Send Premium SMS
Assign: Senior Rep
NO
ACTION
Send Welcome SMS
Add to Nurture Seq
Tip: If/Else branches are most powerful when combined with tags. Build your tagging system first, then use If/Else to route contacts based on those tags. This creates a clean, flexible automation architecture.
5
Wait Steps and Delays
Wait steps pause the workflow for a set amount of time before the next action runs. They're essential for any sequence that spans more than one touchpoint.
- Add a Wait action between any two steps on the canvas. Select "Wait" from the action list and set the duration: minutes, hours, or days.
- Waits are absolute calendar time. A "Wait 3 days" step waits exactly 3 days — including nights and weekends. It does not skip non-business hours unless you configure a send window.
- Use "Wait until" for business-hours delivery. Instead of "Wait 24 hours," set "Wait until next business day at 9 AM." This ensures your follow-up arrives when the lead is at work, not at midnight.
- Contacts are held in the wait step. If you pause or edit the workflow while contacts are in a wait step, they'll remain paused until the workflow resumes. Check the Execution History to see which contacts are currently waiting.
- Waits don't block other contacts. Multiple contacts can be at different wait steps in the same workflow simultaneously — each is tracked independently. One contact waiting doesn't affect another.
Important: Wait steps are calendar-based, not business-hours-based by default. A "Wait 1 day" that starts at 11 PM will send the next message at 11 PM the following day. Always double-check your timing relative to when the trigger typically fires.