Workflows

Workflows automate repetitive tasks by triggering actions based on events. Automation

How Workflows Work

Trigger

Event that starts the workflow

Contact created, message received, schedule reached.

Conditions

Rules that must be true

Filter when workflow runs based on data.

Actions

What happens when triggered

Send emails, update records, notify team.

Triggers

Contact Triggers

Trigger	Description
Contact created	New contact added to CRM
Contact updated	Any field changes
Added to segment	Contact matches segment rules
Tag added/removed	Tag changes on contact

Conversation Triggers

Trigger	Description
Conversation started	New chat begins
Conversation ended	Chat session closes
Message received	Any incoming message
Escalation requested	User asks for human
Sentiment detected	Positive/negative detected

CRM Triggers

Trigger	Description
Lead created	New lead in pipeline
Lead status changed	Stage progression
Ticket created	New support ticket
Appointment booked	Meeting scheduled
Appointment cancelled	Meeting cancelled

Time Triggers

Trigger	Description
Scheduled (cron)	Runs on schedule
Delay after event	Wait then execute
Date field reached	When date arrives

Conditions

Contact Properties

Filter by name, email, tags, custom fields.

Conversation Data

Based on message content, platform, sentiment.

Time-Based

Business hours, days since event, dates.

Custom Logic

AND/OR combinations for complex scenarios.

Condition Strategy

• Use conditions to prevent workflows from running unnecessarily
• Test conditions with sample data before activating
• Combine AND/OR logic for complex scenarios

Actions

Contact Actions

Update Fields

Change any contact property or custom field.

Add/Remove Tags

Manage contact organization and targeting.

Add to Segment

Place contact in specific segment.

Assign to User

Route contact to team member.

Communication Actions

Send Email

Automated email from templates.

Send SMS

Text message notifications.

Internal Notification

Alert team members.

Create Task

Assign follow-up tasks.

CRM Actions

Create Lead

Add new lead to pipeline.

Update Lead Status

Move lead through stages.

Create Ticket

Open support ticket.

Assign Ticket

Route to support team.

Integration Actions

Call Webhook

Send data to external URLs.

Update External CRM

Sync with other systems.

Trigger Zapier

Connect to 5,000+ apps.

Flow Actions

Wait/Delay

Pause before next action.

Conditional Branch

If/then logic paths.

End Workflow

Stop execution.

Creating a Workflow

1. Navigate to Workflows

   Go to CRM → Workflows from the sidebar.

2. Click Create Workflow

   Start a new workflow configuration.

3. Select a trigger

   Choose what event starts the workflow.

4. Add conditions

   Define when the workflow should run (optional).

5. Add actions

   Configure what happens when triggered.

6. Test the workflow

   Use test mode with sample data.

7. Activate

   Turn on the workflow for production use.

Testing Warning

Always test workflows in a staging environment or with test data before activating. Automated workflows can affect many contacts quickly if misconfigured.

Workflow Best Practices

• Start simple - Add complexity gradually
• Use delays - Avoid overwhelming contacts with too many messages
• Test thoroughly - Verify all paths before activating
• Monitor performance - Track execution and adjust as needed

Example Workflows

Welcome Series

Trigger: Contact created

1. Send welcome email immediately
2. Wait 2 days
3. Send follow-up with resources
4. Wait 3 days
5. Send engagement check-in

Lead Nurturing

Trigger: Lead score > 50

1. Add to “Hot Leads” segment
2. Notify sales team
3. Create follow-up task
4. Send personalized email

Escalation Handler

Trigger: Escalation requested

1. Create support ticket
2. Assign to support team
3. Send internal notification
4. Send customer acknowledgment

Workflow Status

Status	Description
Active	Running and processing triggers
Paused	Temporarily disabled
Draft	Not yet activated
Error	Has execution failures

Related Topics

Segments Target workflows by segment

Contacts Understand contact data for conditions

Reports Track workflow performance

CRM Overview Full CRM feature overview