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Creating Workflows

The visual workflow builder lets you automate actions: send emails, SMS, update contacts, wait for conditions, and more — all without code.

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Steps

  1. Go to Automation from the sidebar (requires Automation suite).
  2. Click "+ New Workflow" to start building.
  3. Choose a trigger: contact created, deal moved, form submitted, tag added, etc.
  4. Add action nodes: send email, send SMS, wait, update contact, create task, webhook, etc.
  5. Connect nodes by dragging from one to another.
  6. Toggle the workflow to Active when ready.

Good to know

  • Use the "Wait" node to add delays (e.g., follow up 3 days later).
  • Conditional branches let you split paths based on contact data.
  • Test workflows with a single contact before activating.
Example: A coaching business builds a "New Lead Welcome" workflow: trigger on contact_created with source=website. Send welcome email immediately → wait 2 days → if no reply, send a follow-up with a free guide → wait 5 days → if still no reply, drop them in the "Cold Outreach" segment for the SDR queue. Every new lead now gets the same world-class first 7 days without anyone touching them.

Troubleshooting

Workflow not triggering
Workflow may not be set to "Active" status, the trigger conditions don't match any events, or the trigger event isn't firing.
Fix: Confirm status is "Active" (not "Draft"). Verify the trigger matches what you expect — e.g., "contact_created" only fires for NEW contacts, not updates. Test by creating a new contact that matches the trigger conditions.
Workflow triggered but actions didn't run
A condition step evaluated to NO and the YES branch has the actions, or a wait/delay step is still pending.
Fix: Check the workflow run log (Automation > click the workflow > Runs tab). The log shows each step's result and where it stopped.
Email step in workflow not sending
No email account connected, or the template has merge tags that don't resolve (contact missing the field).
Fix: Make sure an email account is connected in Settings > Communications. Check the template for merge tags like {{firstName}} — if the contact is missing the field, the tag renders as blank.

Error messages

  • Workflow execution failed — Check the run log for the failing step. Common causes: missing contact data, email send failure, or API timeout.
  • Trigger not found — The event type in the trigger doesn't match any known trigger. Edit the workflow and re-select the trigger.

Plans

Starter: 5 workflows; Pro: 25; Max: unlimited. 100 pre-built workflow templates available on all plans.

Related

  • Contacts — many workflows are triggered by contact events
  • Pipeline — stage changes can trigger workflows
  • Conversations — workflows can auto-send emails

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