Communications

Orchestration (Beta)

Beta

Beta Feature

Orchestration is currently in Beta. Features and behavior may change between releases. Enable it from the /beta opt-in page. Feedback is welcome — use the feedback button in the Orchestration panel.

Orchestration is a visual communication workflow builder that lets you design multi-step, condition-driven email sequences across your entire event portfolio. Rather than scheduling individual one-off sends, you define a flow — a series of emails with branching logic based on attendee behavior — and Forge executes it automatically.

The Orchestration workflow canvas showing a multi-step email sequence for a conference registration journey.

Core Concepts

Concept	Definition
Workflow	The top-level container for an orchestration sequence — a named, versioned communication plan attached to one or more events
Trigger	The event or condition that enrolls a contact into the workflow (e.g. 'Registered for Event X')
Step	An individual action in the workflow — send an email, wait for a duration, or evaluate a condition
Branch	A conditional split that routes contacts down different paths based on a rule (e.g. 'Opened the last email? Yes → Path A, No → Path B')
Exit condition	A rule that removes a contact from the workflow early (e.g. 'Contact cancels registration → exit all remaining steps')

Workflow Triggers

An orchestration workflow starts when a contact meets a trigger condition. Available triggers include:

Registered for a specific event or any event in an event group
Added to waitlist
Promoted from waitlist
Checked in at the event
Registered for a specific session
Custom field value change on the Salesforce Contact or Lead record
Manually enrolled by a Forge user

Step Types

Step type	What it does	Configuration
Send Email	Delivers an email template to the contact at this point in the workflow	Choose template, From override, subject line override
Wait	Pauses the workflow for a fixed duration or until a specific date/time before proceeding to the next step	Wait for N minutes/hours/days, or until a specific datetime, or until a relative datetime (e.g. 3 days before event start)
Condition Branch	Evaluates a rule and routes the contact to one of two paths (Yes/No)	Rule: email opened, email clicked, ticket type, Salesforce field value
Update Salesforce Field	Writes a value to a field on the Contact or Lead record in Salesforce	Target object, field API name, value to set
Add to Audience	Adds the contact to a named audience segment for cross-campaign targeting	Target audience name
Remove from Audience	Removes the contact from a named audience segment	Target audience name
Exit Workflow	Immediately exits the contact from the workflow — no further steps execute	Optional reason label for reporting

Cross-Campaign Governance

Orchestration includes built-in cross-campaign communication governance to prevent over-mailing contacts who are enrolled in multiple workflows simultaneously. Governance rules are configured at the account level in Global Options > Orchestration.

Governance rule	What it does
Global frequency cap	Limits how many marketing emails a single contact can receive within a rolling N-day window across all active workflows
Cooldown period	After a contact receives an email from any workflow, enforces a minimum wait before another workflow can send to the same contact
Priority tiers	Workflows can be assigned a priority (1–5). When two workflows would send to the same contact simultaneously, the higher-priority workflow's email is sent and the lower-priority one is deferred
Exclusion audiences	Contacts in specified audiences (e.g. 'Unsubscribed', 'VIP — Do Not Contact') are always excluded from all non-transactional sends

Governance only applies to marketing steps

Cross-campaign governance rules apply only to Send Email steps in Orchestration workflows. Registration-triggered transactional emails (confirmations, cancellations, waitlist) are always delivered regardless of governance settings.

Workflow Versioning

Orchestration workflows are versioned. When you edit an active workflow, you create a new draft version. Contacts already enrolled in the current active version continue on the old version until they exit or reach the end. New enrollments use the new version after it is activated.

Workflow Analytics

Each workflow has an Analytics panel showing:

Total contacts enrolled and currently active in the workflow
Step-level funnel showing how many contacts reached each step, proceeded, branched, and exited
Email performance metrics (open rate, click rate, unsubscribe rate) per Send Email step
Exit reason breakdown — how contacts left the workflow (completed, early exit, governance cap, unsubscribe)

Orchestration and Salesforce

Update Salesforce Field steps write directly to Contact or Lead records via the Forge API user's permissions. Ensure the API user has field-level access to any fields you intend to update. All Salesforce writes from Orchestration are logged in Forge's audit log.