Skip to main content
Avoca’s campaign builder lets you chain multiple SMS (and optional voice/email) steps into a single automated workflow. Each step can have its own timing delay, branching rules, and personalization tokens sourced from your CRM or ServiceTitan integration.
Watch a quick walkthrough of the audience builder powering multi-step campaigns.
Screenshot of an Avoca workflow with multi-step text and call nodes.

​
Core Building Blocks

  1. Entry Trigger – Choose the event or audience that feeds the campaign (e.g., new lead, audience filter, ServiceTitan event).
  2. Action Steps – Add SMS, voice, or task steps that send messages, assign reps, or update tags.
  3. Rules & Branching – Define wait timers, conditional logic, and exit criteria.
  4. Goals / Exit Conditions – Automatically stop the campaign once the lead converts, replies, or books.

​
Example: New Lead → Reminder → Estimate Follow-Up → Review Request

​
Building the Campaign

​
1. Define the Audience and Trigger

  • Use a ServiceTitan audience (e.g., “New Lead Created”) or an Avoca audience filter (lead source, job type, geography).
  • Decide whether the workflow should re-enroll leads when new events occur or only run once per customer.

​
2. Add the First Touch

  • Insert an SMS action with dynamic fields like {customer.first_name}, {job.type}, or custom tokens.
  • Enable automatic opt-out language if required in your region.

​
3. Insert Wait Timers and Conditions

  • Use Delay blocks to pause for hours/days between steps.
  • Add Conditional nodes to check CRM fields (appointment scheduled, estimate status, membership tier) before sending the next message.

​
4. Layer Additional Steps

  • Reminder SMS: Send only if response_status = no_reply.
  • Estimate follow-up: Trigger from ServiceTitan’s estimate creation timestamp or stage change.
  • Review request: Reference job completion date and include a dynamic review link.

​
5. Configure Exit Rules

  • Stop the campaign when the customer replies with a booking confirmation keyword.
  • Remove customers who call in and convert via another channel.
  • Apply tags (e.g., review-request-sent) so downstream workflows know the customer exited.

​
6. Test and Launch

  • Run the workflow in Test Mode to preview message content and delays.
  • Set the campaign live and monitor analytics (response rate, conversion rate, drop-offs per step).

​
Best Practices

  • Segment by intent: Create separate branches for hot leads vs. colder follow-ups.
  • Use throttling: Limit daily sends to avoid overwhelming a small team with callbacks.
  • Combine channels: Mix SMS with call tasks or email nudges for higher conversion.
  • Maintain compliance: Respect opt-out keywords and automatically suppress unsubscribed contacts.
Need help configuring a specific flow? Reach out to your Avoca account team or support@avoca.ai and we’ll model the sequence for you.