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Architecture

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Use two workflows before your automation turns into soup.

The cleanest Sympana Connector setups usually split outbound logic from post-call logic. That makes the system easier to understand, test, and debug.

Workflow 1: outbound or operational flow

Decide when a call should happen, whether the lead timezone should be updated, whether the workflow should wait for the local calling window, and whether to use Place Call or Place Call Smart Selection.

Workflow 2: post-call flow

Start from Call Completed and handle notes, summaries, custom fields, tags, routing, reporting, and any follow-up logic after the call ends.

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Why this works better

  • If a call is not being placed, you check the outbound workflow.
  • If the call happened but the data did not flow later, you check the post-call workflow.
  • Your automation stays easier to change as the system grows.
A common flow looks like this: lead enters workflow, timezone is updated if needed, waiting logic runs if needed, the call is placed, then a second workflow starts from Call Completed and handles follow-up.
Use a single workflow only when the setup is genuinely simple. Once the logic branches, split it.