Introduction to Workflow Automation

What is Workflow Automation?#

A workflow is a rule that tells the CRM: "When this happens, do that — automatically." You build it once and the CRM runs it for you, day and night, without anyone on your team lifting a finger.

A simple example#

Without a workflow: a new contact signs up on your website → someone notices → they manually assign a sales rep → the rep is busy so the lead sits for two days → the lead goes cold.

With a workflow: a new contact signs up → the CRM immediately assigns them to the next rep in rotation, sends a welcome email, and can wait a set time before the next step → the lead is contacted the same day.

The four building blocks#

Every workflow is built on a visual canvas from four kinds of blocks (called "nodes"):

Triggers — the event that starts the workflow (for example, a record is created). Every workflow has exactly one trigger.
Conditions — an If / Else block that splits the workflow into a "True" path and a "False" path based on the record's data.
Actions — what the workflow actually does: send an email or WhatsApp message, update a field, create a record, or assign an owner.
Timing — a Wait / Delay block that pauses the workflow for minutes, hours, or days before the next step.

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You arrange these blocks on a canvas and connect them together — trigger first, then any mix of conditions, actions, and waits flowing from it. This is called the workflow definition.

What can a workflow do?#

The actions available today are:

Send Email — using one of your email templates
Send WhatsApp — using an approved WhatsApp template
Update Field — change a field value on the record (e.g. set Status to "Contacted")
Create Record — create a new record in any module (for example, a follow-up task)
Assign Owner — assign the record to a specific user or round-robin across a team
Wait / Delay — pause before the next step to build timed sequences

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Workflows can be built on any module — Contacts, Leads, Deals, Companies, Tasks, and more. You pick the target module when you create the workflow.

Where to find Workflows#

Go to Settings → Workflow Automation in the CRM. The list shows every workflow with its target module, status, how many times it has run, and its email/WhatsApp performance at a glance.

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Next: How to Create a Workflow — build your first one on the visual canvas.

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