What a Workflow Does
A workflow connects an event to a series of automated steps.
Examples:
A contact submits a form → send confirmation email and SMS
A contact books an appointment → notify team and send follow-up
Core Workflow Components
Triggers (Start of the Workflow)
Triggers define when a workflow begins.
Common trigger examples:
Form submitted
Appointment booked
Payment received
Contact updated
Actions (What Happens After the Trigger)
Actions are the steps executed after the trigger fires.
Common actions:
Send email or SMS
Create or update a contact
Assign tasks or opportunities
Add wait/delay steps
Filters (Control When It Runs)
Filters refine which contacts qualify to enter the workflow.
Examples:
Only run for incoming calls
Only run for a specific phone number
Conditions (IF/Else Logic)
Conditions split contacts into different paths based on logic.
Examples:
If input = 1 → route to Sales
If input = 2 → route to Support
Tasks You Should Automate
Workflows are best used for:
Lead nurturing campaigns
Appointment scheduling
Follow-ups and reminders
Customer onboarding
Feedback collection
Contact updates
Automation improves consistency and reduces manual effort.
Workflow Recipes (Pre-Built Templates)
Recipes are ready-made workflows you can use and customize.
You can:
Start from a pre-built workflow
Modify it for your process
Save time instead of building from scratch
How to Create a Workflow
Step 1: Choose a Trigger
Click Add New Trigger
Select a trigger type
Configure trigger conditions
Step 2: Add Trigger Filters (Optional)
Click Add filters
Define conditions
Save filters
Use filters to control exactly when the workflow runs.
Step 3: Add Workflow Actions
Click + Add Action
Choose an action
Configure the action
Workflow Landing Page (Updated Experience)
When creating a workflow, you can start in three ways:
Build using AI
Browse templates
Start from scratch
Advanced Workflow Capabilities
IF/Else Branching
Use conditions to create different paths within a workflow.
Chaining Workflows
Trigger additional workflows to automate full customer journeys.
Webhooks (Advanced)
Send or receive data from external systems.
Common Issues and Fixes
Workflow is not triggering
Check trigger configuration
Verify filters
Ensure workflow is published
Workflow works in test but not live
Test with a real contact
Confirm trigger conditions are met
Contact not entering workflow
Review filters
Check re-entry settings
Actions not executing
Verify action setup
Check wait steps or delays
FAQ
What is the difference between a trigger and an action?
A trigger starts the workflow when an event occurs. Actions are the steps that run after the trigger.
Can I use multiple triggers in one workflow?
Yes. Multiple triggers allow contacts to enter the workflow from different events.
Are filters required?
No. Filters are optional but recommended for better control.
Can I edit a workflow after creating it?
Yes. You can update triggers, filters, and actions at any time.
Will workflows run automatically?
Yes. Once published, workflows run automatically when conditions are met.
What should I do if my workflow is not working?
Check triggers, filters, and settings. Test using a new contact.
Can I create workflows using AI?
Yes. You can generate workflows using AI from the workflow builder.