Close Forge workflow builder and template editing

Builder mental model

The Close Forge builder is designed around three areas: the step selector on the left, the workflow canvas in the center, and the selected-step inspector on the right. The bottom tray holds connector health, event history, run logs, settings, and templates.

Use the step selector and inspector

1. Select a step on the canvas.
2. Read the step name and operator note in the inspector.
3. Adjust only the fields for that step. For example, a filter step shows eligibility filters, while a trigger step shows event types.
4. Use checkboxes for eligibility or stop conditions instead of changing copy in unrelated steps.
5. After editing, choose Save draft.
6. When the workflow is ready, choose Publish to sync it to the execution engine.

Step types business owners should understand

Step type	Purpose	Owner guidance
Trigger	Starts the workflow from a CRM event, webhook, or ServiceTitan polling reconciliation.	Keep one start event per workflow. Duplicate triggers can make results confusing.
Load estimate fields	Normalizes customer, job, opportunity, estimate, option, and contact data.	Use this before filters, templates, or AI steps that need reliable customer context.
Filter estimate	Prevents unsafe or irrelevant follow-up.	Require unsold status, contact details, and duplicate protection for normal launches.
Delay / wait	Spaces out touches and keeps messages from firing too quickly.	Start with a short same-day check and a later business checkpoint rather than many touches.
If / else branch	Routes customers by contact method, status, amount, trade, or prior decision.	Use branches when SMS and email need different paths.
Send SMS	Queues a compliant text through the workspace messaging rail.	Keep SMS short, reply-friendly, and opt-out compliant.
Send Email	Queues a follow-up email through the verified sender rail.	Use email for longer explanation, estimate summaries, and option clarity.
AI draft or rewrite	Uses Vulcan Intelligence for reviewed copy assistance.	Use human review for AI copy, high-value estimates, or sensitive option comparison.
Stop flow	Ends the run when follow-up should not continue.	Always stop for sold work, replies, opt-outs, canceled estimates, and manual stops.

Use the bottom tray

• Connector health: confirms CRM, SMS, email, and Vulcan Intelligence readiness for this deployment.
• Event history: shows CRM events and normalized Close Forge activity.
• Run logs: shows each customer follow-up attempt and delivery status.
• Settings: summarizes business name, sending windows, quiet hours, sender defaults, validation warnings, and go-live setup.
• Templates: manages reusable email and text content for the deployment.

Edit email and text templates

1. Open the builder and expand the bottom tray.
2. Select Templates.
3. Choose Email or Text.
4. Select an existing template or choose New.
5. Use a clear template name such as Same-Day Estimate Rescue or Next-Day Estimate Questions.
6. Write a short description so future managers know when to use it.
7. For email, set the theme and subject line.
8. Use merge fields such as {customer_first_name}, {job_type_or_project}, {estimate_number_text}, and {sender_name_or_company_name}.
9. Read the preview as if you are the homeowner.
10. Save templates, then test before publishing.

Recommended template rules

• Make the first touch useful, not pushy. Ask if the estimate was received and offer to clarify scope, timing, options, or scheduling.
• Use the customer first name only when the CRM data is reliable.
• Do not create fake urgency. Avoid language like last chance unless the business has a real, approved policy.
• Do not invent discounts, warranties, financing, or availability.
• Keep text messages under a readable length. Use email for detail-heavy explanation.
• Write templates that a real team member would be comfortable sending manually.

Safe editing workflow

1. Clone or duplicate the current template before a major rewrite.
2. Change one variable at a time: timing, message copy, filter, or stop condition.
3. Send a test message to confirm merge fields render correctly.
4. Review Run logs for skipped, blocked, or failed statuses after the next test.
5. Publish only after the draft matches the operating process you want the team to follow.