What happens if the lead changes stage mid-workflow?

They leave that workflow and, within about 15 minutes, join the one for their new stage; they never enter the same workflow twice.

Why is a WhatsApp step skipped?

WhatsApp requires the contact's consent. The landing form must show the phone contact notice (call or WhatsApp) next to the button, or the WhatsApp checkbox; without either, that lead only gets emails.

When does the agent write without a template?

Only within 24 hours of the contact's last message; outside that window it uses a Meta-approved template.

Is the first message the same for every lead in the segment?

No. The agent writes it for the campaign and service each lead came from, and gives them something useful about that service.

Where do replies to the emails go?

To the segment's alert email, and you answer them directly.

Lead-stage workflows with WhatsApp agents

Name: How lead-stage workflows follow up every lead automatically in CustomIQ
Uploaded: 2026-10-13
Duration: 1 min 34 s
Description: In CustomIQ you can run one workflow per lead stage: that stage's WhatsApp agent opens the conversation, researches the contact's website and gives them something useful; if they go quiet it retries twice, then moves to a weekly email alternating segment articles and a sales message. When the stage changes, the lead moves to the next workflow.

Updated 2026-10-13

In CustomIQ you can run one workflow per lead stage: that stage's WhatsApp agent opens the conversation, researches the contact's website and gives them something useful; if they go quiet it retries twice, then moves to a weekly email alternating segment articles and a sales message. When the stage changes, the lead moves to the next workflow.

Video tutorial

From the dashboard:Agents Sequences Inbox

How does a lead-stage workflow work?

Each lead stage (new, qualified, sales qualified, unqualified) has its own workflow. Enrollment is automatic: when a lead reaches a stage, they join its workflow within about 15 minutes. If the stage changes, they leave and move on to the next one. Each stage's WhatsApp agent talks with the contact, and what it learns (their business, their website, what they need) carries over from stage to stage.

Why does each lead get a different first message?

A segment can receive leads from several campaigns selling different services. CustomIQ follows each lead's path (landing, campaign and service) and the agent writes the whole message around that service, with a free, useful tip or idea. The approved WhatsApp template only fixes the greeting and sign-off; the agent writes the rest for each contact.

What happens if the contact stops replying?

After 48 hours of silence since their last message, the workflow sends a first reminder and, if there is still no answer, a second one. Then it moves to email: once a week it alternates a published segment article (never the same one twice) and a sales message the agent writes with a different angle each time. If the contact unsubscribes or changes stage, the loop ends.

How do I set it up from the dashboard?

In Agents create one WhatsApp agent per stage and tick "Stages it handles". In its outcomes set the stage the lead moves to, the tag (for example not_interested or not_a_fit) and the owner alert (Proposal requested or Proposal accepted). In Segments turn on email or WhatsApp alerts. The workflows are listed in Sequences.

What do I do when a lead asks for the proposal?

You get the "Proposal requested" alert with what the agent learned. Write the proposal and send it from the conversation in the Inbox, then click "Proposal sent". The workflow moves on to the follow-up and the reminder is cancelled. If the lead accepts, you get the "Proposal accepted" alert and the workflow stops.

Can I create it from the chat?

Once sequence chat is on for your account, yes: ask "Create stage sequences for my segment." and they are created as drafts for you to review in Sequences. Until then, the IQ chat creates simpler workflows and these are set up with the CustomIQ team.

Steps

Create one agent per stage. In Agents, create a WhatsApp agent and tick, under "Stages it handles", the lead stage it will own.
Define its outcomes. For each outcome choose the stage the lead moves to, the tag it gets and whether the owner is alerted.
Ask for the business details. Add a web_or_social slot; when the contact shares their website or Instagram, the agent researches it.
Turn on segment alerts. Edit the segment and enable email or WhatsApp alerts to receive drafts and proposal requests.
Send the proposal and mark it. When "Proposal requested" arrives, send it from the conversation and click "Proposal sent".

Frequently asked questions

What happens if the lead changes stage mid-workflow?: They leave that workflow and, within about 15 minutes, join the one for their new stage; they never enter the same workflow twice.
Why is a WhatsApp step skipped?: WhatsApp requires the contact's consent. The landing form must show the phone contact notice (call or WhatsApp) next to the button, or the WhatsApp checkbox; without either, that lead only gets emails.
When does the agent write without a template?: Only within 24 hours of the contact's last message; outside that window it uses a Meta-approved template.
Is the first message the same for every lead in the segment?: No. The agent writes it for the campaign and service each lead came from, and gives them something useful about that service.
Where do replies to the emails go?: To the segment's alert email, and you answer them directly.

Channel agents and automatic workflowsHow to create in CustomIQ a WhatsApp or email agent for a segment and an automatic workflow from the IQ chat.
Lead alerts per segmentHow to receive by email the leads that arrive from a segment's landings and forms in CustomIQ.
Sequences: automated multi-step campaignsWhat the Sequences tab in Campaigns is in CustomIQ, what a sequence contains and how to check it.

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