🚀 Why Workflow Tracking Matters
“How do I know what messages are being sent to my contacts?”
“How do I know where that message is coming from?”
If you’ve ever asked those questions, you’re not alone.
As your Agent CRM account grows, your automations grow with it. That’s a good thing—until a contact starts receiving messages that are no longer relevant.
For example:
- A lead becomes a client… but they’re still getting nurture texts
- A prospect books an appointment… but they’re still getting “book a call” reminders
- A contact is enrolled in multiple campaigns at once and the messaging feels messy
Workflow tracking solves this.
It lets you quickly answer:
✅ What is this person currently enrolled in?
✅ What campaigns have run in the past?
✅ Where did this message come from?
✅ How do I remove them properly?
✅ How do I keep my data clean going forward?
📍 Where to Find Campaign / Workflow Tracking on a Contact
To review a contact’s active enrollment, go to the Contact Profile.
On the right-hand side, click into the section called:
Actions
Inside Actions, you’ll see a few useful areas:
- All fields/contact info
- DND (Do Not Disturb)
- And most importantly…
✅ Workflows (this is where active campaign enrollment shows up)
This “Workflows” section is where you can see:
- Active workflows (currently running)
- Past workflows (previous enrollments)
If you ever need to troubleshoot messaging, this is the first place to check.
🏷️ Tags: The First Clue to Why Someone Is Getting Messages
At the top of the contact profile, you’ll see Tags.
Tags matter because tags often:
- trigger workflows
- represent where someone is in your pipeline
- signal whether they’re still a lead or already a client
Example:
If someone has become a Medicare client, you may not want them to keep receiving Medicare nurture messages.
Or you might want them to stay in a nurture sequence—but not in a new lead campaign anymore.
Either way, tags are your quick snapshot.
Best practice:
✅ As contacts move through your pipeline, periodically clean up tags
✅ Remove tags that no longer apply
✅ Add tags that reflect their current stage (client, booked, active policy, etc.)
Tag cleanup keeps your automation logic accurate.
📌 The Real Power: Reviewing Active and Past Workflows
Under Actions → Workflows, you can see both:
- Active workflows (currently sending messages)
- Past workflows (what they were previously enrolled in)
If you see a workflow listed as a string of numbers, that typically means:
⚠️ The workflow was deleted from the account.
Even then, this view is still helpful because you can still see that the contact was enrolled in something—and use that as a clue in troubleshooting.
🔥 Example: A Contact Enrolled in Multiple Campaigns at Once
This happens more than you think.
In the example from the training, the contact was still receiving:
- referral requests
- Medicare nurture
- cross-sell campaign messages
- new lead campaign messages
When you see that, it’s a signal that the system needs cleanup.
Because if someone is receiving cross-sell messaging, they’re probably already a client.
That means they likely should NOT still be receiving new lead messaging.
This is exactly why workflow tracking matters: it makes overlap obvious.
❌ How to Manually Remove a Contact From a Workflow
If a workflow is sending the wrong messages, you can remove the contact instantly.
Inside Actions → Workflows, find the active workflow and click:
✅ X → Remove from workflow
That immediately ends the messages coming from that automation.
This is the fastest fix when you catch something that shouldn’t still be running.
🔎 How to Trace a Sent Message Back to Its Source
Sometimes you don’t just want to remove the contact—you want to find the message source and edit it.
Here’s how.
When viewing a message in the conversation thread, click:
✅ Three dots → Details
Inside Details, you’ll often see the ability to jump directly back to the source workflow/action that generated the message.
So if a text went out like:
“Hi Kevin, thanks for requesting information about health insurance plans…”
…and you want to know where it came from, Details will show you.
In the example, it traced back to:
✅ ACA New Lead Campaign
Once you’ve found the source, you can:
- edit the language
- update the image/profile photo
- change timing or logic
- add a “remove from workflow” step so it stops automatically next time
✏️ Editing the Workflow Message Once You Find It
After you trace the message to its workflow:
- open the workflow
- find the exact SMS/email action
- edit the copy (and image if needed)
- save and publish
Then, if the contact should no longer be in that campaign:
✅ go back to Actions → Workflows
✅ remove them from the active workflow
Now you’ve solved both problems:
- you corrected the source for the future
- you stopped the wrong messages today
✅ Quick Recap: Where to Review Active Workflow Enrollment
If you remember nothing else, remember this path:
Contact Profile → Actions → Workflows
That is where you can review what workflows a contact is currently engaged in.
🧠 How Branning Bundles Are Supposed to Handle This Automatically
One important note:
Most Branning Bundles are designed so contacts get removed from the “wrong” workflows at the right time.
Example:
- New lead campaigns push toward booking a call
- Once an appointment is booked, they should stop getting “book a call” messaging
- Appointment reminder workflows take over
That’s why you’ll often see “Remove from workflow” actions inside the bundles.
So if the system flows naturally, the automations should clean themselves up.
⚙️ Viewing “Remove from Workflow” Logic Inside Automations
If you’re building or modifying your own workflows, you can add this logic too.
Inside a workflow, you can add the action:
✅ Remove from Workflow
Then select one (or multiple) workflows to remove the contact from automatically.
This is how you reduce the need for manual cleanup.
Because ideally, you shouldn’t have to manually remove people—your automation should handle it.
➕ Bonus: You Can Manually Add Contacts to Automations From This View
In the same area, you can also manually add a contact into a workflow—either:
- instantly
- or scheduled for later
This is useful when you’re troubleshooting, cleaning things up, or intentionally enrolling someone into the correct follow-up.
🧼 Final Best Practice: Review Periodically and Keep Data Clean
Workflow tracking isn’t just for fixing problems.
It’s a best practice.
As you interact with contacts—or if something feels “off”—take 20 seconds to check:
Contact Profile → Actions → Workflows
Review what’s active, clean up tags if needed, and make sure the contact is only getting the messages that match their stage.
Clean data = clean automation.
Clean automation = better client experience.
Better experience = more replies, more trust, and better retention.
🔗 Need Help? Here Are Your Next Steps
If you want help cleaning up workflow overlap, fixing message issues, or tightening your automations, here are the best links to use:
