Overview
This automation runs when a new agent is added to your agents pipeline under a particular campaign.
It can message the agent, create tasks, mark them as a VIP, and change how their calls are routed — all as they arrive.
Steps
Part 1: Build the Automation
Step 1: Open your agent automations
Go to Automations.
Click Agents.
Select New Agent Contact.
Click Add Automation.
Step 2: Choose the condition
Select the campaign this automation applies to.
An agent added under that campaign will trigger it. An agent tied to any other campaign will not, even if everything else matches.
Step 3: Set your timing
Choose your delay preference and default time zone, then click Save.
Step 4: Understand the first two steps
The first and second steps are created for you automatically.
They only run for agents added through a call or SMS. They are skipped when an agent is:
Created manually
Added through a web form
In both those cases you have already supplied the details those steps would set, so the automation starts from the third step instead.
Step 5: Add an SMS step
Write your message.
Select which agent to send to — the primary agent, or another agent on the record.
Choose which number to send from.
Your first outgoing message to any contact must include your A2P 10DLC company name. This applies to agents, leads, buyers, and prospects alike, and is required by the carriers. Follow-up messages do not need it.
Step 6: Add any other steps
You can also:
Send an email
Add a note
Add a task
Mark or unmark the agent as a VIP
Add if/else conditions
Change the call flow tied to that agent, so their incoming calls route differently
Step 7: Save
Click Save.
Part 2: Test It
Step 8: Add an agent
Go to your Agents pipeline.
Click Add Record, then Add Agent.
Step 9: Use the right campaign
Fill in the details — who owns the agent contact, the agent status, and the campaign.
The campaign must be the one you selected when building the automation, or nothing will trigger.
Click Add Agent.
Step 10: Confirm it ran
Click the automation button on the agent. Your automation will show as activated.
Click it to see the steps. If you added the agent manually, you will see the third and fourth steps running — the first two are skipped for manually created agents and those added by web form.
Important Notes
The campaign is the trigger link. An agent on a different campaign will not fire the automation.
The first two steps are skipped for manually created agents and web form additions. This is by design, not a fault, and explains why a manual test shows fewer steps than expected.
Your first outgoing message to any contact needs your A2P 10DLC company name — agents included. Only the first message; follow-ups do not.
Agents can be marked as VIP from an automation, and unmarked again.
Changing the call flow tied to an agent lets their inbound calls route differently from everyone else's.
If/else conditions are available here, so the sequence can branch on the agent's details.
Troubleshooting
Your automation did not trigger
Check the agent's campaign matches the campaign on the automation.
Only some of the steps ran
If the agent was added manually or through a web form, the first two steps are skipped by design. They only run for agents created through a call or SMS.
Your first SMS to an agent was not delivered
It probably did not include your A2P 10DLC company name, which carriers require on the first outgoing message to any contact.
Calls from an agent are reaching the wrong person
Add a step to change the call flow tied to that agent.
You are not sure which steps will run
Open the automation from the agent record. It lists the steps that are active for that contact.
Summary
You built an automation for new agents. You opened Automations, Agents, and New Agent Contact, tied it to a campaign, and set your timing. You reviewed which steps are skipped for manually added agents, added an SMS carrying your A2P 10DLC company name, and added emails, notes, tasks, VIP marking, if/else conditions, and a call flow change. You then tested it by adding an agent on the matching campaign and checked which steps ran.