- New people reach you through a form (an enquiry, a sign-up, a walk-in card) and someone should call each one.
- You want to see who was called, who couldn't be reached, and which calls were missed.
- A manager should hear about calls that weren't made in time.
| How | What |
|---|
| A form people fill in | The Contact form this playbook creates, filled by the person or typed in by your team. Or point the follow-ups at a form you already have. |
| Kind | Name | What it does | Lands |
|---|
| Team | Follow-up team | Gets the call tasks. | Empty |
| Team | Managers | Gets calls that weren't made in time. | Empty |
| Form | Contact form | The first-contact form. A hidden field marks the person as a new contact. | Draft, not published |
| Segment | New contacts | Everyone marked as a new contact. | Ready |
| Segment | Contacts we couldn't reach | Contacts whose last call didn't reach them, for a second try. | Ready |
| Template | New contact welcome (email) | Welcome email to a new contact. | Ready |
| Template | New contact welcome (SMS) | Welcome SMS to a new contact. | Ready |
| Follow-up | New contact: welcome | Welcome email (and SMS) after the form. | Off |
| Follow-up | New contact: follow-up call | Call task with reminders and escalation; saves the outcome and note on the contact. | Off |
| # | Question | Default | Fills in |
|---|
| 1 | What should messages call your organisation? | none, must answer | org_name |
| 2 | Which team calls new contacts? (you add the people later) | Follow-up team | caller_team |
| 3 | Who should hear if a call isn't made in time? | Managers | escalation_team |
| 4 | How many hours does the team have to make the call? | 48 | call_due_hours |
| 5 | Should new contacts also get a welcome SMS? | No | send_sms |
| 6 | Which address should emails come from? | none, must answer | email_from |
These have defaults. Change any that don’t fit.
| Setting | Default | Key |
|---|
| Default phone country on the form | ‹workspace country› | default_country |
| Greeting when a first name is missing | there | greeting_fallback |
| Welcome message after the form | 2h | welcome_delay |
| Call task created after the form | 1d | call_delay |
| Hours after which an unmade call escalates | 48 | escalate_after_hours |
- Welcome email 2h after the form (and SMS straight after it, if switched on).
- Call task 1d after the form, due in 48 hours. Origamy reminds the team halfway to the due time and at the due time.
- If nobody has responded after 48 hours, the task escalates to Managers.
- The run waits up to 7 days for an outcome, then saves "unknown".
| Channel | Needed for | Before it can send |
|---|
| email | The welcome email | A verified sending domain for ‹Sender address›, or Origamy's test sender while you try it. |
| sms | The welcome SMS (optional) | An SMS provider, or Origamy managed SMS after business verification (KYC). |
- Add the people who make calls to the Follow-up team team, and managers to Managers (Settings → Collaborators → Teams). A task assigned to an empty team reaches nobody.
- Verify the sending domain for ‹Sender address›. For SMS, connect a provider or finish business verification.
- Review the Contact form and publish it, or point the follow-ups at a form you already have.
- Switch on the two follow-ups (a follow-up only runs once it's on), send one test contact through with your own phone and email, check the welcome and the task, then erase the test contact.
- How the task behaves. With a due time of 48 hours, Origamy reminds the team after 24
hours and again at 48, and the escalation team is added at 48. A due time of 0 means no
deadline and no reminders.
- Keep the outcome. The step after the task saves
follow_up_call (called, not_reached or
unknown) and follow_up_note on the profile, so segments and reports can use them, such as
the “Contacts we couldn’t reach” segment.
- Already have a form or a sign-up event? Point the two follow-ups’ trigger at it instead of
the Contact form, and skip creating the form.
The request used to test the copilot on this playbook (a live eval):
When someone fills in our contact form, send them a welcome email a couple of hours later and give our sales team a task to call them within 2 days. They should mark whether they reached the person and leave a note. If the call isn't done in 2 days, escalate it to the sales managers.
It passes when every piece is a valid draft and everything lands off, with at least: workflow, message_template.
