Workflow Builder

The Workflow Builder allows you to automate repetitive business processes without writing code. Workflows follow a trigger-condition-action pattern: when something happens (trigger), if certain criteria are met (conditions), then perform specific actions automatically.

Navigate to Admin > Workflows.

Workflow Automation Overview

A workflow consists of three components:

TRIGGER (When...)  →  CONDITIONS (If...)  →  ACTIONS (Then...)

Example: When a lead is created (trigger), if the source is "Website Demo" and company size > 100 (conditions), then assign to Enterprise Team and send a welcome email (actions).

Creating a Workflow

1. Click Create Workflow.
2. Enter a name — e.g., "Auto-assign Enterprise Leads", "Deal Close Follow-up".
3. Add an optional description.
4. The visual builder opens with three sections: Trigger, Conditions, Actions.

Trigger Selection

Triggers define when the workflow fires.

Module Selection

Select the module that triggers the workflow:

• Leads
• Contacts
• Accounts
• Opportunities
• Tasks
• Projects

Event Selection

Event	Fires When
Created	A new record is created in the module
Updated	An existing record is modified
Stage Changed	A record moves to a different pipeline stage
Deleted	A record is soft-deleted

Trigger Configuration

You can further narrow the trigger:

• Stage Changed to — specify which stage(s) trigger the workflow (e.g., only "Closed Won")
• Field Changed — trigger only when a specific field is modified
• Created by — trigger only for records created by specific roles or users

info

A workflow can have only one trigger. If you need multiple triggers, create separate workflows for each.

Condition Builder

Conditions filter which records the workflow applies to. Only records matching all conditions will trigger the actions.

Adding Conditions

1. Click Add Condition in the Conditions section.
2. Configure:
   • Field — select any field from the trigger module
   • Operator — equals, not equals, contains, greater than, less than, is empty, is not empty, in list
   • Value — the comparison value
3. Add multiple conditions — they are combined with AND logic by default.

Condition Groups

For complex logic, create condition groups with OR between groups:

(Source = "Website" AND Company Size > 100)
OR
(Source = "Referral" AND Priority = "High")

Example Conditions

Field	Operator	Value	Purpose
Source	Equals	"Website Demo"	Only website demo leads
Amount	Greater than	50000	High-value opportunities only
Priority	In list	"High, Critical"	Urgent items only
Owner	Is empty	—	Unassigned records only

Action Configuration

Actions define what happens when the trigger fires and conditions are met. Multiple actions can be chained in sequence.

Send Email

Send an automated email using a template.

• Template — select from existing notification templates or create inline
• Recipients — record owner, assigned user, specific email address, or role-based
• Delay — optional delay before sending (e.g., "Send 1 hour after trigger")

Create Task

Automatically create a follow-up task.

• Task Name — e.g., "Follow up with {{entity_name}}"
• Type — select from configured task types
• Assignee — record owner, specific user, or role-based
• Due Date — relative to trigger date (e.g., "+3 days")
• Priority — set the task priority
• Description — task details with template variables

Change Field Value

Automatically update a field on the record.

• Field — select the field to change
• Value — the new value (static or formula-based)

Examples:

• Set "Status" to "Qualified" when score exceeds threshold
• Set "Follow-up Date" to "today + 7 days"
• Set "Priority" to "High" when amount > $100K

Move to Stage

Advance the record to a specific pipeline stage.

• Target Stage — the stage to move to
• Validate stage fields — whether to enforce stage field requirements

Assign Owner

Change the record's owner.

• Assignment type — specific user, round-robin within team, role-based
• Team — for round-robin assignment
• Notify new owner — send assignment notification

Send Notification

Send an in-app notification or push notification.

• Recipients — record owner, team members, managers, specific users
• Message — notification text with template variables
• Channel — in-app, push, or both

Call Webhook

Make an HTTP request to an external service.

• URL — the endpoint to call
• Method — GET, POST, PUT, DELETE
• Headers — custom headers (e.g., Authorization)
• Payload — JSON body with template variables

tip

Use webhooks to integrate with external systems that do not have native integrations. For example, post a message to Slack when a deal closes, or update an external ERP system when a project starts.

Testing Workflows

Preview / Dry Run

1. Click Test Workflow.
2. Select an existing record to test against.
3. The system evaluates the trigger and conditions without executing actions.
4. Review the test results: which conditions matched, which actions would fire.

warning

Test workflows thoroughly before activating. A misconfigured workflow can send unintended emails, create duplicate tasks, or modify records incorrectly.

Activating and Pausing

• Active — the workflow fires on matching events in real time.
• Paused — the workflow exists but does not fire. Useful for maintenance or troubleshooting.
• Draft — the workflow is being built and has never been activated.

Toggle the status using the Active/Pause switch on the workflow list or detail page.

Workflow Runs Monitoring

Track workflow execution history:

1. Open a workflow.
2. Switch to the Runs tab.
3. View execution history with:
   • Status — Success, Failed, Pending
   • Triggered by — the record and event that triggered the run
   • Timestamp — when the workflow ran
   • Duration — how long execution took
   • Actions executed — which actions completed
   • Error details — for failed runs, the error message and stack trace

Retrying Failed Runs

1. Find a failed run in the list.
2. Click Retry.
3. The workflow re-executes the actions against the same record.

Best Practices

1. Start simple — build workflows with one trigger, one condition, and one action. Add complexity gradually.
2. Name descriptively — "Auto-assign high-value leads to enterprise team" is better than "Workflow 1".
3. Test before activating — always dry-run with real records.
4. Monitor regularly — check the Runs tab weekly for failures.
5. Avoid loops — do not create workflows that trigger each other (e.g., Workflow A updates a field, which triggers Workflow B, which updates the same field, triggering Workflow A again).
6. Document your workflows — maintain a list of active workflows with their purpose and owner.
7. Use delays wisely — a 1-hour delay on a follow-up email feels natural. An instant automated response can feel robotic.

Common Mistakes

• Creating workflows that fire on every update — this can cause thousands of unnecessary executions. Use specific field-change triggers.
• Not testing webhook URLs — a wrong URL silently fails.
• Assigning tasks to deactivated users — the task is created but no one sees it.

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Next: Approval Rules — Set up approval chains for deals and discounts.