Workflows Overview

What This Feature Does

Workflows automate multi-step processes by combining emails, text messages, tasks, tags, and other actions into a single automated sequence. Instead of manually following up with contacts one action at a time, workflows handle the entire process automatically once triggered.

Each workflow consists of steps (actions) and pauses (time delays). You can send an email, wait three days, send a text message, assign a task to your team, apply a tag, and pause until a specific date—all in one automated sequence that runs without any manual intervention.

Workflows support conditional logic, allowing you to stop or continue based on contact attributes. For example, stop the workflow if someone becomes a client, or only send a follow-up if they haven't opened your previous email.

Why It Matters

Consistent follow-up drives results, but manual follow-up is time-consuming and error-prone. Workflows eliminate the repetitive work of remembering who needs what communication when, while ensuring every contact receives timely, appropriate engagement.

Unlike simple email sequences, workflows can orchestrate complex multi-channel campaigns. Send an email, follow up with a text, assign internal tasks, update contact records, and trigger additional automations—all from one workflow. This creates sophisticated customer journeys that would be impossible to manage manually at scale.

💡 Build your workflow once, then let it run automatically for every contact who enters it—whether that's one person or a thousand.

Watch & Learn

🎥 Video: Workflow Overview

How It Works

Workflow Steps (Actions)

Each step in a workflow performs one action. Available actions include:

Email & Text Messaging

• Send email templates to contacts
• Send text messages
• Opt contacts in or out of texting
• Set email opt-in status

Contact Management

• Apply or remove tags
• Set category or source
• Update custom field values
• Add notes to contact records

Task Management

• Assign individual to-dos
• Assign complete to-do plans
• Cancel to-do plans
• Delete open to-dos

Workflows & Automation

• Stop specific workflows
• Stop all other workflows
• Assign to autoresponders
• Stop autoresponders

Boards

• Add contacts to boards
• Remove from specific boards
• Remove from all boards

Team Actions

• Send notifications to team members
• Assign contacts to team databases

Time Delays (Pauses)

Control the timing between actions with flexible pause options:

• Pause for Set Duration - Wait minutes, hours, or days before the next step
• Pause Until Date - Hold until a specific calendar date
• Pause Until Day of Week - Wait until next Monday, Tuesday, etc.
• Pause Until Day of Month - Wait until the 1st, 15th, or any specific day
• Pause Until Day of Year - Wait until a specific date each year (useful for seasonal campaigns)
• Pause Until Time of Day - Wait until morning, afternoon, or a specific time
• Proceed Once In Time Range - Only continue during specific hours or days

Conditional Logic

Add intelligence to your workflows with conditional steps:

• Stop If - End the workflow if a condition is met (e.g., "Stop if Category = Client")
• Continue Only If - Proceed only when a condition is true (e.g., "Continue only if Tag = Engaged")

Conditions can check categories, tags, sources, custom fields, and more, allowing workflows to adapt based on contact attributes.

Global Rules

Apply rules that check before every step runs. Global rules act as master controls that can stop the entire workflow based on contact changes, ensuring workflows always respect current contact status.

Ways to Trigger Workflows

Manual Trigger (Single Contact)

• Open any contact record
• Click Actions menu
• Select "Apply Workflow"
• Choose which workflow to start

Automated Triggers

• Landing page form submissions
• Autoresponder completion
• Voice/SMS extension responses
• API integrations

Workflow Management

View all workflows from Automation > Workflows. The workflow list shows:

• Workflow names organized by folders
• Number of steps in each workflow
• Estimated duration
• Current active contacts
• Completed contacts

Click any workflow name to edit its steps, reorder actions by dragging and dropping, or add new steps.

Questions and Answers

Q: What's the difference between Workflows and Autoresponders?

A: Autoresponders are designed specifically for email-only sequences—simple, straightforward email drip campaigns. Workflows handle complex multi-channel automation including emails, texts, tasks, conditional logic, and contact record updates. If you only need email follow-up, use Autoresponders. If you need sophisticated multi-step automation with different action types, use Workflows.

Q: Can I edit a workflow while contacts are currently in it?

A: Yes, but changes only apply to contacts who enter the workflow after your edits. Contacts already in progress continue with the original version they started with. This prevents mid-sequence changes from disrupting existing automations.

Q: How do I know who's currently in a workflow?

A: From the Workflows list, click the number under "Current Contacts" for any workflow. This shows everyone actively going through that sequence. You can also check individual contact records—the Workflow tab shows which workflows they're in and their progress.

Q: Is there a limit to how many steps a workflow can have?

A: No hard limit exists, but best practice suggests keeping workflows focused and manageable. For very long sequences, consider breaking them into multiple workflows. This makes them easier to maintain and troubleshoot.

Q: Can I test a workflow before activating it?

A: There's no dedicated test mode, but you can trigger the workflow manually on a test contact in your database. Create a test contact, run the workflow on them, and observe the results before using it with real contacts.

Q: What happens if I delete a workflow that has active contacts in it?

A: Contacts currently in the workflow will stop receiving further steps. Already-sent emails and completed actions won't be reversed, but pending steps won't execute.

Q: Can workflows send emails from different team members?

A: Yes. When adding a "Send Email Template" step, you can choose who the email sends from—either the user who owns the contact, a specific team member, or other options depending on your account setup.

Q: Can I see a log of what actions a workflow performed?

A: Check individual contact records for workflow history. The activity log shows emails sent, tasks assigned, and other actions performed by workflows.

Q: How do pauses work across weekends or holidays?

A: Standard duration pauses (like "2 days") count all days including weekends. Use "Pause Until Day of Week" if you want to skip weekends, or "Proceed Once In Time Range" to only send during business hours.

Q: Can I stop someone's workflow manually?

A: Yes. Open their contact record, go to the Workflow tab, and remove them from any active workflows. You can also use the "Stop Workflow" step within another workflow to automatically halt sequences.

Guide Type: Feature Overview

Estimated Time: 7 minutes

Video Transcript

Workflows are a powerful tool that can automate repetitive tasks and streamline your client interactions.

By grouping multiple activities into a single sequence, you can save time and ensure consistent client experiences.

To get to Workflows, go to Automation then Workflows.

Here’s a simple workflow that will run when a new lead comes in.

First we will set their category as Lead, We’ll send them the welcome email and then schedule a todo for the sales rep to give them a call.

These tasks are all done automatically because you set up this workflow in advance. This workflow is going to make sure your leads are getting a response from you promptly.

Here is a more involved workflow that shows emails going out over a 1 year period.

A workflow consists of steps and pauses. Steps are actions, like sending an email or updating a contact record.

Pauses define the time between steps.

Workflows can perform a wide range of actions, including:

• Updating contact records
• Stopping other workflows and autoresponders
• Assigning to-dos
• Sending emails and text messages
• And Integrating with external systems

Here are some tips for creating time-saving workflows:

• Keep workflows simple and focused.
• Use clear and concise language in your steps.
• Always test your workflows extensively before activating them.

Workflows can be launched a few different ways.

You can put an individual client on a workflow – like this.

When someone fills out your form on a landing page a workflow can started right then.

When a lead comes from an outside source you can use a workflow trigger to start a workflow.

Workflow triggers can be found within each individual workflow, here.

You can also trigger a workflow using the API.