Build your first workflow

How does a workflow work?

A workflow starts with a trigger (something happened), can branch on conditions (only if this is true), and then runs actions (do this). It runs for one contact at a time and you can watch each run step by step.

Building one

New workflows are always drafts. Nothing sends until you activate it deliberately.

1. Open Automations and click New workflow, or start from a template.
2. Pick a trigger, for example Contact created, Call ended, Appointment booked, a WhatsApp form submitted, or a Facebook lead form arriving (the lead's answers are available as variables in every step).
3. Add actions: send an email or SMS, wait, add a tag, create or move an opportunity, notify your team on Slack, or Go back to a step to repeat an earlier part of the flow (ask a question again, re-show a menu - loops stop safely after 100 steps).
4. Save it as a draft, then switch it on when you are happy.

What can I wait for?

• A fixed duration, for example two hours or three days.
• Until the contact replies, which wakes the moment their message arrives.
• Until a time of day in your account timezone, for example the next 9am.
• A number of days before a date on the contact, for appointment reminders.

Can I control when and how fast messages send?

Email, SMS and WhatsApp steps have Delivery settings: allowed weekdays, a daily time window in a timezone you pick, an optional end date, and a Delay between each message, fixed or random within a range. A send that comes due outside the window waits until the window opens, and the delay spaces messages apart instead of sending them all at once.

Bulk sends started from the Contacts page use the same controls, and after launch you can see and edit them on the workflow's send step.

Every email, SMS or WhatsApp message a workflow or bulk send delivers also appears in that contact's conversation in the Inbox, so your team sees what was sent and the customer's reply lands right under it.

How do I know it worked?

Each workflow has a Journeys tab showing every contact that entered and where they are, and an Activity tab showing each step as it ran, including anything that failed and why.

The Report tab shows the whole campaign at a glance: how many contacts enrolled, finished or failed, and for every message or call step the numbers that matter for its channel - sent, delivered, opens and clicks for email, read rate for WhatsApp, replies and reply rate, failures, unsubscribes, and calls placed. Each send step also has its own Stats tab with the same numbers for just that step.