Workflow Steps are the individual actions ProLine performs automatically while a Project, Job, or Event runs through a Workflow. Each step can send communication, create tasks, update project information, trigger integrations, or control how the workflow continues.

This article explains:

Workflow Steps help you automate work that would normally require manual follow-up. Instead of relying on reps to remember every next action, Workflow Steps ensure things happen consistently.

You can use Workflow Steps to:

Workflow Steps live inside the Workflow Builder.

To access them:

Once inside, you will see the workflow layout where steps run from top to bottom.

A Workflow Step is one action the workflow performs when it reaches that point.

Examples include:

Workflows run steps in order unless:

Workflow steps are grouped into four categories:

Before diving into each category, the next section covers three settings that appear on every step regardless of type.

Every workflow step — regardless of type — has three configuration settings available when you open the step editor. These appear at the top of the Edit Step panel.

Each step has an Active/Inactive toggle in the top-right corner of its editor panel.

Every step has a "When Does This Run?" setting that controls when the step executes after the workflow reaches it. There are five options:

Starts Immediately

The step runs as soon as the workflow reaches it, with no delay. This is the default behavior. Automation Rules (Company Settings → Automation Rules) do not apply to this setting — the step fires immediately after the previous step regardless of time or day. The only way to control its timing is by placing a Wait step before it.

Starts at Optimal Time

ProLine uses the contact's conversation history together with your Automation Rules to determine the best time to send the queued message. This setting always respects your Automation Rules (Company Settings → Automation Rules) — the step will never send outside your Don't Send Before/After hours, or on days you have blocked. Use this when you want the timing to feel natural rather than instant.

Starts at Specific Time

Lets you define exactly when the step should run. When selected, you can configure:

Use this when you need a step to fire at a precise time regardless of when the record entered the workflow — for example, always sending at 9:00 AM on Monday.

Starts X Hours Before

Schedules the step to run a set amount of time before an event. When selected, you can configure:

Restrict To

Limits the step so it only runs within a specific time window. When selected, you can configure:

Use Business Hours to make sure automated messages only go out during working hours. Use Outside Business Hours if you want a step to fire only after hours — for example, a late follow-up that shouldn't interrupt the workday.

Note: "Business Hours" in this setting is based on your Automation Rules (Company Settings → Automation Rules) — not your Company Working Hours settings.

Every step supports conditional logic, which lets you control whether that specific step runs based on details about the project, job, or event currently in the workflow.

How it works: When the workflow reaches a step with conditions set, ProLine checks whether those conditions are met. If they are, the step runs. If they are not, the step is skipped and the workflow moves to the next step automatically.

How this differs from trigger conditions: Trigger conditions decide which records enter the workflow. Step conditions decide which steps run for records already inside the workflow. A record can be inside a workflow and have every step skipped if none of the conditions match — the workflow will simply complete without taking action.

Available condition filters: When setting up conditional logic on a step, you can filter based on the following project attributes:

Example: A workflow has three Send Email steps:

A residential project would skip Step 1, run Step 2, and run Step 3.

Things to know:

Communication Steps send messages to customers or notify internal users.

Sends a text message to a selected project contact.

Common uses:

Things to know:

Sends an email message to a selected project contact.

Common uses:

Things to know:

If you are on a Better or Best plan, Send Text and Send Email steps include AI-powered features that make workflow automation smarter and more personalized.

AI Rescheduling comes into play after a step is already queued to send. Before the message goes out, AI reviews the contact's most recent response alongside the queued message and determines whether it still makes sense to send the automation as scheduled.

If the AI detects that the conversation now requires human review or intervention first — or that the message should go out on a different date — it will reschedule the step accordingly.

Example: A follow-up email is queued to send to a contact. Since it was queued, the contact replied with competitor pricing information and asked for a price match. AI detects that this response likely needs a human to review before the automated follow-up continues, and reschedules the step to give the team time to respond first.

What it respects:

When human intervention is detected: The step is delayed by 1 week so the assigned team member has time to engage. No separate notification is sent — the team member will see the incoming message in their normal workflow view.

Before sending an email or SMS from a workflow, AI can make minor tweaks to the message to make it feel more personable while maintaining the core content and meaning.

What it does:

How to configure:

When you enable AI Message Remix for a step, you can provide a prompt to guide the AI's personality and tone. This prompt should focus on how the AI should communicate, not on conditional logic.

Good prompt examples:

Avoid using prompts for conditional responses like "If they ask about pricing, mention discounts." Conditional logic should be handled with separate workflow steps, not in the AI prompt.

Best use case:

AI Message Remix works best when you want to adjust the tone based on customer emotion or context. For example, if a customer responds with frustration, AI Remix can adjust your next message to be more empathetic while still delivering the same core information.

How to configure:

When you enable AI Message Remix for a step, you can provide a prompt to guide the AI's personality and tone. This prompt should focus on how the AI should communicate, not on conditional logic.

Good prompt examples:

Avoid using prompts for conditional responses like "If they ask about pricing, mention discounts." Conditional logic should be handled with separate workflow steps, not in the AI prompt.

Best use case:

AI Message Remix works best when you want to adjust the tone based on customer emotion or context. For example, if a customer responds with frustration, AI Remix can adjust your next message to be more empathetic while still delivering the same core information.

Sends a push notification to a ProLine mobile user.

Common uses:

Sends an internal email alert to a user.

Common uses:

Triggers an AI agent to call a contact automatically.

Common uses:

Things to know:

These steps help automate internal work and project organization.

Creates a task tied to the Project, Job, or Event that is running through the workflow.

Common uses:

Things to know:

Clears tasks associated with the record running through the workflow.

Common uses:

Creates a new project in ProLine.

Common uses:

Moves a project to a different stage.

Common uses:

Things to know:

Adds a tag to the project.

Common uses:

Adds a tag to the contact tied to the record running through the workflow.

Common uses:

Sets the lead source on the contact.

Common uses:

Important note:

Assigns a project to a specific user.

Common uses:

Workflow Control steps manage timing and workflow flow behavior.

Pauses the workflow for a set period before continuing.

Common uses:

Starts another workflow.

Common uses:

Stops the current workflow so no future steps run.

Common uses:

Restarts the workflow from the beginning.

Common uses:

Important note:

The Queue Projects step controls the flow of projects, jobs, or events into your workflow to prevent overload and manage resources effectively. When a record reaches this step, it is queued for the next available start date instead of passing through immediately. This allows you to limit how many records move forward each day, preventing situations where too many messages are sent at once or too many responses come in simultaneously.

What it does:

How the queue date is determined:

Queue configuration:

Why use Queue Projects:

Common uses:

Integration steps send data to external systems or trigger actions outside ProLine.

Important note:

Sends workflow data to a webhook URL.

Common uses:

Triggers a Zapier automation.

Common uses:

Triggers a direct mail action through Dope 360.

Sends the project to CompanyCam for photo documentation.

Triggers SendJim actions for gifting or follow-up.

Workflow Steps are commonly used to automate:

If you want to learn more, check out our guides:

Workflow Steps are the building blocks of automation in ProLine Workflows. By combining communication, project actions, workflow controls, and integrations, you can automate follow-ups, ensure internal work is completed, and keep projects moving forward consistently.

For Better and Best plan users, AI-powered features make communication steps even smarter by automatically adjusting timing and personalizing messages based on customer context.

If you encounter difficulties or have further questions, contact our support team at support@proline.app or through the chat in the lower corner of your screen. We're here to help you with any issues or concerns.