What Enhanced Automations lets you do? Standard automations pair a single trigger with a single action: when something happens, one thing runs. Enhanced Automations lets a single trigger fire multiple actions in sequence — so one event can send a message, schedule a follow-up, and create a task without building three separate automations that all have to be kept in sync.
Every automation is still built from the same three building blocks:
- Who — the record type (prospect or referrer) and the filters that narrow it (community, care type, stage, lead source).
- Trigger — the event that starts the automation (a stage change, a completed tour, a move-in/out date, days since last contact).
- Action(s) — what runs, and when. With Enhanced Automations you can add more than one, each with its own timing and recipients.
Build each recipe below under Setup → Automations. In Senior Living, records are prospects moving through the sales funnel toward a move-in, organized by community and care type.
Scenarios
1. Warm up a brand-new inquiry the moment it lands
A web inquiry comes in overnight and sits untouched until a Sales Counselor logs in. That first-hour silence is where leads go cold.
Build it
| Who | Prospects, filtered to the community (or communities) that receive web inquiries, Creation source= Integration. |
| Trigger | Prospect enters the Inquiry stage. |
| Action 1 | Send an email or text — a warm welcome from the template picker, sent to the prospect, immediately after the trigger. |
| Action 2 | Schedule an activity — a "First outreach call" task for the assigned Sales Counselor, timed for 1 hour after the trigger. |
Why it works: the prospect hears from you right away, and the counselor still gets a real task on their Day Planner so nothing depends on memory.
Note* Ensure to clarify if it is an auto-send or prompt communication type.
2. Turn a completed tour into consistent follow-up
Tours are your highest-intent moments, but follow-up quality varies by counselor and by day. A single trigger can standardize it.
Build it
| Who | Prospects, filtered to a specific community; optionally narrow by care type (e.g. Assisted Living). |
| Trigger | Tour activity marked completed. |
| Action 1 | Send an email or text — a thank-you-for-visiting message to the prospect and family influencers, immediately after. |
| Action 2 | Schedule an activity — a follow-up call for the Sales Counselor, 2 days after. |
| Action 3 | Send a calendar invite — an optional second-visit or family meeting hold, 3 days after. |
| Recipient tip: use Trigger Event Participants on the thank-you message so it reaches exactly the people who were on the tour — including family influencers — rather than only the primary prospect. |
Note* Ensure to clarify if it is an auto-send or prompt communication type.
3. Re-engage a stalled prospect automatically
Prospects who have gone quiet don't announce themselves. A time-based trigger surfaces them before they slip away.
Build it
| Who | Prospects in an active nurturing stage (e.g. Toured / Nurturing), filtered by community. |
| Trigger | Days Since Last Contact reaches 14. |
| Action 1 | Send an email or text — a check-in message to the prospect, immediately after. |
| Action 2 | Schedule an activity — a "Re-engagement call" task for the Sales Counselor, 1 day after. |
| Timing setting to know: for Days Since Last Contact triggers, set “If the activity would be scheduled for a past time” to Schedule for Current Time so a slightly delayed background timer doesn't silently skip the outreach. |
4. Hand off a new resident cleanly at move-in
The move-in date is a natural handoff point from sales to the care and business-office teams. Let the date itself drive the checklist.
Build it
| Who | Prospects at a given community, care type as needed. |
| Trigger | Move In Date. |
| Action 1 | Send an email or text — a welcome-home message to the resident and family, on the move-in date. |
| Action 2 | Schedule an activity — a "48-hour settle-in check" for the care team, 2 days after. |
| Action 3 | Schedule an activity — a "30-day satisfaction call" for the Sales Counselor, 30 days after. |
Because Move In Date is a date-based trigger, the Before or After option is available — you can also schedule a pre-arrival prep task a few days before the date.
Note* Ensure to clarify if it is an auto-send or prompt communication type.
Best practices for any automation
- Start inactive, then review. New and duplicated automations default to Inactive. Build it, read the left-panel summary cards, then flip it to Active when you're confident.
- Read the summary cards. Each step card shows a plain-language sentence describing what you've configured, so you can sanity-check the whole flow before saving.
- Match the recipient to the intent. Trigger Event Participants, Points of Contact, Influencers, and Prospects each target a different group — pick deliberately, especially when family members are involved.
- Mind business hours. Use “Only send during business hours” on messages and “Only schedule during business hours” on tasks so automated outreach lands at a reasonable time.
- Order actions by timing. Send the immediate touch first, then stagger follow-up tasks by days so the sequence reads naturally on the profile.
- Spotting automation activity. Activities created by an automation show a dashed border and a “Created by [Automation Name]” label, and their activity type is locked — a quick way to tell automated work from manual work.
Frequently asked questions
My automation isn't sending anything. Where do I start?
First check the status badge on the Automations page. A red Inactive badge means it will not run — new and duplicated automations default to Inactive, so this is the most common cause. If it's Active, confirm the prospect actually matches the Who filters (community, care type, stage, lead source) and that the trigger event really occurred.
Why did messages stop going out on my “days since last contact” automation?
Time-based triggers run on a background timer. If the timer runs a little late and the automation is set to ignore past-due activities, the send is skipped silently. Set “If the activity would be scheduled for a past time” to Schedule for Current Time so it sends at the current time instead of being dropped.
What's the difference between the recipient options?
Trigger Event Participants = everyone on the activity that fired the trigger. Prospects = the primary and second resident. Influencers = all influencers on the profile. Points of Contact = only influencers marked as a point of contact. First Available Contact = the first influencer meeting the criteria. Choose based on who should actually receive the message.
Can one automation send both an email and a text?
Yes. In the Send an Email or Text action, the delivery method lets you prefer email (fall back to text), prefer text (fall back to email), send only one, or send both when both are available. “Send both” creates a separate activity for each.
Can I edit an activity an automation created?
You can edit most fields, including date and time, but the activity type is locked and cannot be changed by any role. That lock keeps reporting accurate. Automation-created activities also show a dashed border and a “Created by [Automation Name]” label.
Can I change the trigger or action after creating an automation?
No. Record type, trigger, and action are locked once the automation is created — you'll see a warning to that effect on the review step. If you need a different trigger or action, duplicate the automation (or build a new one) and set the original to Inactive.
How do I personalize the message content?
Use merge fields in your message template — they pull in details from the prospect, the community, and the assigned counselor automatically, so each recipient gets a personalized message.
Will an automation fire on prospects who already existed before I built it?
Only if you enable Include historical profiles on the trigger step. Leave it off and the automation applies going forward; turn it on to include existing profiles that match.
Something looks different in the builder but behaves the same. Did the logic change?
The 2026 automation updates renamed and rearranged fields for clarity, but no automation logic, validation, or conditional behavior changed, and updates applied to existing automations automatically. If a field you rely on seems to behave differently, raise it in your team Slack channel to confirm.
Questions or something behaving unexpectedly? Post in your team first — the group there can confirm current behavior and flag anything still in flight.