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Every workflow is built from two ingredients: a trigger that decides when it runs, and a set of actions that decide what happens. Understanding both helps you pick the right workflow for the outcome you want — and configure it confidently. You don’t assemble these yourself; Cura’s workflows already pair a trigger with the right actions. This article explains what each one means so the choices on the configuration page make sense.

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Triggers: the moment a workflow starts

A trigger is the single event Cura watches for. When it happens, the workflow begins. Cura’s triggers follow the customer journey:
  • After our last message — a message has gone out to a customer. Handy for follow-ups after you (or your AI) reach out.
  • When a customer replies — the customer answers. Useful for routing or tagging based on what they say.
  • When an appointment is booked — a new appointment is made. Ideal for confirmations and reminders.
  • When a booking request is confirmed — a pending request is accepted.
  • When an appointment is cancelled — an appointment is called off. Good for win-back or rebooking messages.
  • When an appointment is rescheduled — an appointment’s details change. Useful for sending the new time.
  • When a booking request is declined — a requested booking isn’t accepted. A chance to offer alternatives.
  • After a consultation completes — the visit is done. Perfect for aftercare check-ins or review requests.
  • After a customer no-shows — the customer missed their appointment. Good for gentle no-show recovery.
  • When a contact goes quiet — a customer has been silent for a while. Useful for re-engagement.
Each workflow has exactly one trigger, set by its template. You’ll see it named on the workflow’s page so you know what sets it in motion.
A workflow open in Cura showing its configuration and recent activity

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Actions: what the workflow does next

Once triggered, the workflow runs through its actions in order. The building blocks Cura’s templates use are:
  • Wait — pause for a set time, or until just before a known moment (e.g. one day before the appointment). This is how reminders land at the right time.
  • Send a message — send text to the customer on their channel. This is the action customers actually see.
  • Draft with AI — instead of fixed text, have the AI write the message at send time toward a goal you set (for example, a warm aftercare check-in). You provide the goal and context on the Configure tab.
  • Check a condition — branch based on a detail, so the workflow can do one thing in some cases and another in others (e.g. only follow up if a reply is still needed).
  • Add or remove a tag — label the conversation so it’s easy to find and organize later.
  • Create a task — open a task for your team to act on.
  • Hand off to a human — write a draft for a teammate to review and send, instead of sending automatically.
You won’t add or remove these steps — the template arranges them. What you can set are the open details: the message wording (or AI goal and context) and the wait timing, edited on the Configure tab.
Match the trigger to the outcome. Want fewer no-shows? Choose a When an appointment is booked reminder. Want to recover lost bookings? A When an appointment is cancelled workflow does the chasing for you.

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How to choose the right workflow

  1. Start with the outcome you want — fewer no-shows, more rebookings, re-engaged quiet customers.
  2. Find the trigger that matches that moment in the customer journey.
  3. Open the workflow, read what its actions do, and set the wording and timing.
If a message can’t be sent when an action runs — because a channel’s messaging rules don’t allow it at that moment — Cura stops the run safely rather than forcing it through.