# Work that runs on rules and waits for people

Workflows run the repeatable parts of a practice: follow-up sequences, campaigns, reminders and escalations. Every workflow is approved by a second person before it runs, and 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: send an email, send a text, create a task, wait, wait until a window opens, ask a person for approval, or exit when something happens. Steps can be bound 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 go out only inside quiet hours set in the recipient's own time zone.

## Triggers and recurrence
A workflow starts from an event, such as a new household, a signed agreement, a billing status, a birthday or a milestone age, and runs on a schedule from daily to yearly with the firm's business-day rules and catch-up for 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 select households, people or businesses from the CRM by the facts on their records, with a preview before anything runs. A campaign moves from draft to scheduled to running to completed, and 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, and is released by three people 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 notifies, reassigns, creates a task or ends the enrollment, in the order the firm set, and 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 submitted for review and approved by someone other than its author before it can be activated, and every version is kept. Every outgoing piece, whether a letter, an email, a text, a web page, a social post, an ad or a card, needs an approval that matches its exact content, with a validity window that can be withdrawn. Policy packs lint the content first. A message to a client is drafted by one person, its consent confirmed by a second and released by a third.

## An automation catalog with an off switch
The firm chooses which automations run from a catalog, enrolls a practice in each one and sets what each may spend. AI agents use the same approval-gated tools as staff, and every step lands in a tamper-evident log. One organization-wide switch turns AI automation off. Enrollment, executions and settings are visible in one place, so 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, and every change goes through the same review. See the [practice side](/practice), the [shared CRM](/crm), or [talk with us](/contact).