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Yes—Avoca lets you keep one workflow in a shared library while customizing how each department uses it.

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Shared Library

  • Every workflow you publish appears in a team-wide library.
  • HVAC, plumbing, electrical, or any business unit can reference the same “Maintenance Follow-Up” or “New Lead Recovery” journey.
  • Campaigns simply point to the workflow by name, so updates roll out everywhere automatically.

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Department-Level Customization

  • Each node in the workflow references a call configuration or text configuration that you select when attaching the workflow to a campaign.
  • Configurations are scoped per department/service type—meaning you can pick HVAC assistants, plumbing caller IDs, or electrical-specific ServiceTitan tags without duplicating the workflow.
  • Business-unit filters, sender numbers, and assistant personas are all chosen at the campaign level, so one published workflow adapts to any trade.

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When to Clone a Workflow

  • If a department needs materially different branching or copy, duplicate the workflow, tweak the nodes, and publish it under a new name.
  • Campaigns then bind to the variant that matches that trade while still sharing the same structural best practices.
In short, reuse workflows across trades for consistency, and layer department-specific configs in the campaign setup to keep each audience on-brand. Need help modeling multi-trade workflows? Contact your Avoca account team or [email protected].