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 much more.

How Workflows Work

A workflow is an automation rule consisting of three parts:

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")

When a trigger event occurs, the workflow engine evaluates all active workflows that match that trigger. For each matching workflow, conditions are checked. If all conditions pass, the actions execute in sequence.

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.

Lead Triggers

Trigger	Description
lead_created	A new lead is created
lead_updated	Any field on a lead is modified
lead_stage_changed	Lead moves to a different pipeline stage
lead_score_changed	Lead score increases or decreases
lead_converted	Lead is converted to an opportunity/contact
lead_assigned	Lead is assigned to a new owner

Contact Triggers

Trigger	Description
contact_created	A new contact is created
contact_updated	Any field on a contact is modified
contact_assigned	Contact is assigned to a new owner

Account Triggers

Trigger	Description
account_created	A new account is created
account_updated	Any field on an account is modified
account_assigned	Account is assigned to a new owner

Opportunity Triggers

Trigger	Description
opportunity_created	A new opportunity is created
opportunity_updated	Any field on an opportunity is modified
opportunity_stage_changed	Opportunity moves to a different pipeline stage
opportunity_won	Opportunity is closed as won
opportunity_lost	Opportunity is closed as lost
opportunity_assigned	Opportunity is assigned to a new owner

Task Triggers

Trigger	Description
task_created	A new task is created
task_updated	Any field on a task is modified
task_overdue	A task passes its due date without completion
task_completed	A task is marked as complete

Project Triggers

Trigger	Description
project_created	A new project is created
project_updated	Any field on a project is modified
project_status_changed	Project status changes (e.g., In Progress to On Hold)
project_task_overdue	A task within a project becomes overdue
project_completed	A project is marked as completed

Step 2: Add Conditions (Optional)

Conditions filter when the workflow should run. You can combine multiple conditions using AND/OR logic.

Condition Operators

Operator	Description	Example
equals	Exact match	Status equals "Hot"
not_equals	Does not match	Source not equals "Manual"
contains	Field contains substring	Company contains "Tech"
not_contains	Field does not contain substring	Email not contains "test"
starts_with	Field begins with value	Name starts with "Enterprise"
is_empty	Field has no value	Phone is empty
is_not_empty	Field has a value	Email is not empty
greater_than	Numeric/date comparison	Amount greater than 50000
less_than	Numeric/date comparison	Score less than 20
in	Value is in a list	Stage in ["Qualified", "Proposal"]
not_in	Value is not in a list	Status not in ["Lost", "Cancelled"]
changed_to	Field changed to a specific value	Stage changed to "Negotiation"
changed_from	Field changed from a specific value	Status changed from "Active"
any_change	Field was modified (any value)	Score any change

tip

Use changed_to and changed_from operators with update triggers to react to specific field transitions rather than firing on every edit.

Step 3: Define Actions

Add one or more actions to execute when the trigger fires and conditions pass. Actions execute in sequence from top to bottom.

1. Assign Owner

Automatically assign the record to a user based on a distribution strategy.

Strategy	Description
round_robin	Rotate evenly across selected users
weighted	Distribute based on assigned weights per user
load_based	Assign to the user with the fewest open records
territory	Match by geographic territory rules
skill_match	Match by user skills/expertise
sticky	Keep the same owner if already assigned; otherwise round-robin

2. Create Task

Create a follow-up task automatically.

• Title — Task title (supports variables)
• Due Date — Relative (e.g., 3 days from trigger) or absolute
• Priority — Low, Medium, High, Urgent
• Assignee — Specific user, record owner, or manager
• Description — Task details (supports variables)

3. Update Field

Change a field value on the triggered record.

• Field — Select the field to update
• Value — The new value (static or variable)

4. Add Tag

Apply a tag to the record for segmentation and filtering.

• Tag — The tag name to add

5. Send Notification

Send an in-app notification to specified users.

• Recipients — Specific users, record owner, manager, or team
• Title — Notification title
• Message — Notification body (supports variables)

6. Send Email

Send a templated email to recipients.

• To — Email addresses (specific, record field, or variable)
• Template — Select an email template or compose inline
• Subject — Email subject (supports variables)
• Body — Email body with rich text (supports variables)

7. Send WhatsApp

Send a WhatsApp message via the configured WhatsApp Business API.

• To — Phone number field from the record
• Template — WhatsApp-approved message template
• Parameters — Variable values for template placeholders

8. Send SMS

Send an SMS message.

• To — Phone number field from the record
• Message — SMS text (supports variables, 160-character limit per segment)

9. Webhook

Send an HTTP request to an external system.

Setting	Description
Method	GET, POST, PUT, or DELETE
URL	The endpoint to call (supports variables)
Headers	Custom HTTP headers (key-value pairs)
Query Params	URL query parameters
Body Type	JSON, form-data, or raw text
Body	Request payload (supports variables)

note

Webhook responses are logged in the workflow run history. Use this to debug integrations with external systems.

10. Wait

Pause the workflow for a specified duration before continuing to the next action.

• Duration — Number of hours or minutes to wait
• Unit — Hours or Minutes

11. Branch (If/Else)

Add conditional branching within the action sequence.

• If — Define conditions (same operators as workflow conditions)
• Then — Actions to execute if conditions are true
• Else — Actions to execute if conditions are false

Branches can be nested for complex decision trees.

12. Create Opportunity

Create an opportunity from a lead record.

• Pipeline — Select the target pipeline
• Stage — Initial stage in the pipeline
• Field Mapping — Map lead fields to opportunity fields
• Keep Lead — Whether to keep the lead active or mark it as converted

13. Create Project

Create a project from an opportunity.

• Template — Select a project template (optional)
• Name — Project name (supports variables, defaults to opportunity name)
• Owner — Project owner (opportunity owner, specific user, or manager)
• Start Date — Relative or absolute

When a template is selected, all template phases and tasks are automatically created.

Variable Interpolation

Actions support dynamic variables using double-curly-brace syntax. Variables are replaced with actual values at execution time.

Syntax: {{trigger.fieldName}}

Common variables:

Variable	Description
{{trigger.id}}	Record ID
{{trigger.name}}	Record name
{{trigger.email}}	Email address
{{trigger.phone}}	Phone number
{{trigger.company}}	Company name
{{trigger.owner}}	Record owner name
{{trigger.ownerEmail}}	Record owner email
{{trigger.stage}}	Current pipeline stage
{{trigger.amount}}	Deal amount
{{trigger.score}}	Lead score
{{trigger.createdAt}}	Record creation date

tip

Use variables in email subjects, task titles, and webhook payloads to create personalized, context-aware automations.

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 and their individual results
   • Duration — how long the workflow took to execute
   • Error details — if the run failed, what went wrong

Debugging Failed Runs

When a workflow run fails:

1. Open the failed run from the history.
2. Review the action-by-action execution log to see which action failed.
3. Check the error message — common issues include:
   • Invalid email addresses for Send Email actions
   • Unreachable URLs for Webhook actions
   • Missing required fields for Create Task/Opportunity actions
   • Rate limits on external APIs
4. Fix the underlying issue.
5. 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; a workflow without conditions runs for every matching trigger event
3. Test before activating — create a test record to verify the workflow behaves as expected
4. Monitor runs regularly — check execution history after creating new workflows, especially during the first week
5. Document complex workflows — add descriptions explaining the business logic
6. Use Wait actions carefully — long wait durations can make debugging difficult; keep waits as short as practical
7. Limit webhook timeouts — external systems may be slow; ensure your webhook endpoints respond quickly
8. Order actions intentionally — actions run sequentially, so place dependent actions after the ones they rely on (e.g., Create Lead before Create Task linked to that lead)
9. Use branches for complex logic — instead of creating multiple similar workflows, use a single workflow with Branch actions
10. Review and clean up — periodically audit your workflows and pause or delete ones that are no longer needed