Scale Your Customer Follow-Up Without Manual Work

Most businesses lose leads not because they lack interest, but because follow-up is inconsistent. The Advanced Automation Builder lets you build multi-step, personalized customer journeys that run automatically — triggered by specific contact behaviors like clicking a link, missing a payment, or submitting a form. Instead of sending the same message to everyone, you can branch your automation based on what each contact actually does, so every lead receives the right message at the right time without any manual effort on your part.

What This Video Covers

This video walks through the Advanced Automation Builder and shows you how to move beyond simple single-step triggers to create complex, behavior-based sequences. Specifically, the video covers how to use When/Then logic and decision diamonds to automatically branch a sequence based on contact behavior — such as whether a contact clicked a specific link or whether a payment failed. After watching, you will know how to build a multi-step automation that nurtures leads automatically and creates predictable, repeatable follow-up at scale.

The video above demonstrates how to open the Advanced Automation Builder, place decision diamonds on the canvas to create behavioral branches, and configure When/Then logic to send different follow-up messages based on whether a contact completes a specific action. The video also shows an example sequence that automatically handles a failed payment and re-engages the contact without manual intervention.

Key Concepts Covered in This Video

When/Then logic — A conditional rule that tells the automation builder to take a specific action only when a contact meets a defined condition. For example: when a contact clicks a link in an email, then send a follow-up SMS message. When/Then logic allows a single automation to deliver different experiences to different contacts based on their behavior.

Decision diamonds — A visual branching element on the automation canvas that splits a sequence into two or more paths based on a condition. Contacts who meet the condition follow one path; contacts who do not meet the condition follow a different path. Decision diamonds are the building block of behavioral automation sequences.

Learn More About the Automation Builder

This video provides an introduction to advanced automation concepts. To learn how to build specific, outcome-driven automations and explore the full range of automation capabilities available in the automation builder, visit Keap Academy for in-depth automation courses and guided tutorials.