# Work that runs on rules and waits for people

Workflows run the repeatable parts of a practice: follow-up sequences, campaigns, reminders and escalations. A second person approves every workflow before it runs. Anything that reaches a client waits for a person to say yes.

## Sequences built from plain steps
A sequence is a versioned list of steps. Each step does one of these things:
- Send an email or a text.
- Create a task.
- Wait, or wait until a window opens.
- Ask a person for approval.
- Exit when something happens.

Steps can be tied to a state of the client's record. So a sequence moves on when a document arrives or an agreement is signed. Texts and emails do not go out during quiet hours. Those hours follow the recipient's own time zone.

## Triggers and recurrence
A workflow starts from an event. That can be a new household, a signed agreement, a billing status, a birthday or a milestone age. It runs on a schedule from daily to yearly. It follows the firm's business-day rules and catches up on days missed. Merge fields come from a closed catalog. So a message can never pull in a fact the firm did not intend. Sent, delivered, opened, clicked, bounced and unsubscribed counts roll up to each campaign.

## Campaigns over segments
Segments pick households, people or businesses from the CRM by the facts on their records. You see a preview before anything runs. A campaign moves from draft to scheduled to running to completed. Each person it skips carries the reason. Recurring campaigns follow the firm's calendar. A campaign to a list the firm brought in from outside is limited to printed letters and cards. Three people release it, in turn. See [marketing with consent](/marketing).

## Escalations when work runs late
Each work item carries a service level. When it is missed, an escalation chain goes into action, in the order the firm set. It can notify, reassign, create a task or end the enrollment. The firm's holiday calendar keeps weekends and closures from counting. Today shows the items at risk before they are late. Deadlines and corrections have their own views, so nothing is lost in a long list.

## Approved by a second person
A workflow is sent for review before it can be turned on. Someone other than its author must approve it, and every version is kept. Every outgoing piece needs an approval that matches its exact content. That covers a letter, an email, a text, a web page, a social post, an ad or a card. The approval has a window when it is good, and it can be withdrawn. Policy packs check the content first. One person drafts a message to a client. A second confirms its consent and a third releases it.

## An automation catalog with an off switch
The firm picks which automations run from a catalog. It enrolls a practice in each one and sets what each may spend. AI agents use the same approval-gated tools as staff. Every step lands in a tamper-evident log, one that shows any change. One organization-wide switch turns AI automation off. Enrollment, executions and settings show in one place. A reviewer can see what ran, for whom and on whose approval. Read [how AI is used](/ai).

## Ready-made for each profession
Tax season sequences chase organizers, uploads and signatures. Commercial insurance templates run renewals, certificates, claims follow-up, cancellations and reconciliations with their approvals. Legal work carries a catalog of defined jobs from intake to closing. Each template is a starting point the firm adapts. Every change goes through the same review. See the [practice side](/practice), the [shared CRM](/crm), or [talk with us](/contact).