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Automations basics

What a workflow is and how it works

A workflow is an automation in Automation › Workflows that starts with a trigger (something that happens, like a form being submitted) and then runs actions in order (send an email, add a tag, notify your team) without anyone doing them by hand.

Updated on

Before you start

  • You need a user with access to the Automation module. If you don't see it in the left menu, ask your account admin to grant that permission in Settings › My Staff.
  • No coding needed: everything is built with clicks.
Where to find it

Automation › Workflows

Step by step

Every workflow has two parts: the trigger (the "if this happens…") and the actions (the "…then do this").

  1. Trigger: the event that starts the workflow. Examples: a contact submits a form, a customer books an appointment, a tag is added to a contact, a payment comes in.
  2. Trigger filters (optional): narrow down when the trigger counts. For example, only for one specific form or only for one specific calendar.
  3. Actions: the tasks that run next, in the order you place them. Examples: send an email or text, wait 1 day, add a tag, create an opportunity, notify a teammate.
  4. Control steps: besides regular actions, some steps control the contact's path, such as Wait (delays the next step) and If/Else (splits contacts into different paths based on a condition).
  5. Status: a workflow is either Draft (doesn't run) or Published (runs on its own every time the trigger happens). Saving is not the same as publishing.

Practical example

  1. Trigger: the contact submits the "Quote request" form.
  2. Action: add the tag "quote".
  3. Action: send a thank-you email to the contact.
  4. Action: send an internal notification to the assigned sales rep.
  5. Action: create an opportunity in the first stage of the sales pipeline.

Ways to start a new workflow

  1. In Automation › Workflows, click Create Workflow.
  2. Choose to start from scratch, from a ready-made template, or from a recipe (a ready structure you then adjust). Some accounts also offer the option to describe the workflow and let AI build it.

Tips

  • Start by automating what your team does the same way every day: replying to new leads, reminding appointments, asking for reviews.
  • You can have several triggers in the same workflow. Just one of them needs to happen for the contact to enter.
  • You can also add a contact to a workflow manually: open the contact, go to the automation section, click Add Workflow, pick the workflow and the start time, then click Add.

Common problems

  • I don't see the Automation menu → Your user doesn't have that permission. Ask your admin to turn it on in Settings › My Staff.
  • I created the workflow but nothing happens → Make sure it's Published, not just saved, and that the trigger and filters match what actually happened. Check the workflow's execution logs.
  • The workflow only worked once for the same contact → By default a contact can only enter once. Turn on Allow Re-entry in the workflow settings.

Frequently asked questions

Do I need technical skills?

No. Triggers and actions are picked from lists and set up in simple forms.

Can I change a workflow after publishing it?

Yes. You can change triggers, filters and actions at any time. Save your changes so they take effect.

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