Workflows

The Workflows module allows you to automate repetitive actions with trigger-based rules. When specific events occur in the CRM, workflows can automatically send emails, create tasks, update fields, reassign records, and more.

What are Workflows?

A workflow is an automation rule consisting of:

1. Trigger — the event that starts the workflow (e.g., "Lead created" or "Opportunity stage changed")
2. Conditions — optional filters that determine whether the workflow should proceed (e.g., "only if lead source is 'Web Form'")
3. Actions — what happens when the trigger fires and conditions are met (e.g., "send welcome email and create follow-up task")

Workflow List

Navigate to Workflows in the sidebar to see all workflows displayed as a grid with:

• Workflow name — descriptive title
• Status — Active or Paused
• Trigger — the event that fires the workflow
• Module — which CRM module the workflow applies to
• Run Count — how many times the workflow has executed
• Last Run — when it last executed

Workflow Builder

Click + New Workflow or edit an existing one to open the visual workflow builder:

Step 1: Define the Trigger

Select the module and event that starts the workflow:

Module	Events
Leads	Created, Updated, Stage Changed, Converted, Disqualified
Opportunities	Created, Updated, Stage Changed, Closed Won, Closed Lost
Contacts	Created, Updated
Accounts	Created, Updated
Tasks	Created, Completed
Invoices	Created, Sent, Paid, Overdue

Step 2: Add Conditions (Optional)

Add if-then logic to filter when the workflow should run:

• Field conditions — "if Priority equals Urgent"
• Value conditions — "if Amount greater than $50,000"
• Status conditions — "if Source equals 'Web Form'"
• AND/OR logic — combine multiple conditions

tip

Use conditions to make workflows targeted. A workflow without conditions runs for every record that matches the trigger — which may not be what you want.

Step 3: Define Actions

Add one or more actions to execute when the trigger fires and conditions pass:

Action	Description
Send Email	Send a templated email to specified recipients
Create Task	Automatically create a follow-up task
Change Field	Update a field value on the record
Move Stage	Advance or change the pipeline stage
Assign Owner	Reassign the record to a different user
Send Notification	Send an in-app notification to specified users
Webhook	Send an HTTP request to an external system

Actions execute in sequence. You can add multiple actions to a single workflow.

Activating and Pausing Workflows

• Active — the workflow is running and evaluates triggers in real time
• Paused — the workflow is saved but does not execute

Toggle between states using the Active/Pause switch on the workflow list or within the builder.

warning

Pause a workflow before making changes to it. Editing an active workflow could cause unexpected behavior during the brief editing period.

Workflow Runs (Execution History)

Every workflow execution is logged. To view the history:

1. Open a workflow.
2. Click the Runs or History tab.
3. See a list of every execution with:
   • Timestamp — when it ran
   • Trigger record — which record triggered it
   • Status — Success, Failed, or Skipped (conditions not met)
   • Actions executed — which actions ran
   • Error details — if the run failed, what went wrong

Retry Failed Runs

If a workflow run failed (e.g., due to a temporary email delivery issue):

1. Open the failed run.
2. Review the error details.
3. Click Retry to re-execute the workflow for that record.

info

Workflow runs are retained for auditing and troubleshooting. Use the execution history to verify that automations are working correctly and to diagnose issues.

Best Practices

1. Name workflows clearly — use descriptive names like "Send welcome email on new web lead" instead of "Workflow 1"
2. Use conditions — avoid workflows that fire too broadly
3. Test before activating — create a test record to verify the workflow behaves as expected
4. Monitor runs — check execution history regularly, especially after creating new workflows
5. Document complex workflows — add descriptions explaining the business logic