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, or Appointment booked.
3. Add actions: send an email or SMS, wait, add a tag, create or move an opportunity, notify your team on Slack.
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.

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.