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How to send an automatic email or text in a workflow

In the workflow, click the + where you want the message and choose Send Email (fill in sender, subject and body, or pick a template) or Send SMS (write the text). Add custom fields like the first name, save the action and publish.

Updated on

Before you start

  • For email: your account's email service must be set up in Settings › Email Services.
  • For texts: your account needs an active phone number in Settings › Phone Numbers.
  • The contact needs an email (for email) or a cell phone number (for texts) and must not have Do Not Disturb on for that channel.
Where to find it

Automation › Workflows › (open the workflow) › + › Send Email or Send SMS

Step by step

Send an email

  1. Open the workflow and click the + where you want to send the email.
  2. Choose Send Email.
  3. Name the action (for example, "Welcome email").
  4. Check the From name and From email (if left blank, the workflow or account settings are used).
  5. Write the subject.
  6. Write the message in the editor or pick a template already created in Marketing › Emails.
  7. To personalize it, use the custom fields icon and insert, for example, the contact's first name.
  8. Add attachments if you want.
  9. Click Save Action.

Send a text

  1. Click the + where you want the text and choose Send SMS.
  2. Name the action.
  3. Write the message. Insert custom fields (for example, the first name or the appointment date) with the fields icon.
  4. Add an image or file if you want.
  5. Click Save Action.

Finish up

  1. Click Save at the top of the workflow.
  2. Test it with Test Workflow and one of your own contacts.
  3. Publish the workflow.

Tips

  • Short texts with the customer's name work best. Always say who's sending (your business name).
  • Use the Time window in the workflow settings so nothing goes out outside business hours.
  • Turn on Stop on Response if you don't want the contact to keep getting automated messages after replying.

Common problems

  • The email or text didn't arrive → Open Execution Logs and check the action's status. The usual causes are a contact with no email/phone, Do Not Disturb turned on, or the message waiting for the time window.
  • The message arrived with an empty field (e.g. "Hi ,") → The contact doesn't have that field filled in. Fill it in or use a greeting that works without a name.
  • I can't save the action → A required field is missing: for email, the subject and body; for texts, the message.
  • The email goes to spam → Check your sending domain setup in Settings › Email Services and avoid all-caps subjects or image-only emails.

Frequently asked questions

Can I send WhatsApp messages in a workflow?

Yes, there's a dedicated WhatsApp action, which requires WhatsApp to be connected to your account. Outside the conversation window, use an approved template.

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