Automation Workflows let you build step-by-step automated processes that trigger actions when specific conditions are met. You can automatically send follow-up emails, create tasks, add tags, or integrate with external systems. This guide covers everything you need to get up and running.
Important: The Automation Workflows feature is currently in preview, which means we're still making a few adjustments to make it even better. It also means that while all customers can benefit from Automation Workflows right now, it may be restricted to certain subscriptions upon full release, see Release Programme.
Prerequisites
CRM Admin rights are required to create and manage Automation Workflows.
Email templates must be created before they can be used in Send Email actions.
Create a workflow
To create a new Automation Workflow, follow these steps:
Click Settings in the left-hand navigation menu, then click Automations.
Click + Add Workflow in the top right corner.
Select a trigger type, then click Next.
Enter a descriptive name for your workflow, then click Create.
Your new workflow opens in the full-screen editor, ready for you to add actions.
📌 Note: The trigger appears as the first card in your workflow diagram and cannot be deleted or changed once the workflow is created.
Choose a trigger
Triggers determine when your workflow starts running. Three trigger types are available.
Record Created: Runs when a new record is created. You can configure this for Problems or Opportunities.
Record Closed: Runs when a record with an associated pipeline reaches its final stage and is closed. You can configure this for Problems or Opportunities.
Quote Chase: Runs when a selected quote document template is sent. Use the multi-select dropdown to choose which document templates initiate the workflow.
Filter which records trigger the workflow
You can limit which records trigger your workflow, for example, only opportunities from a specific region or above a certain value. To configure filters, follow these steps:
Click the Filter Record link on your trigger card.
Add your filter conditions in the modal. This uses the same filtering interface as CRM Reports.
Click Save.
The modal displays a preview of records that currently exist in the CRM. New records created later that match those filters will still trigger the workflow.
Add actions
Actions are the steps your workflow performs after the trigger fires. To add an action, click the + (plus icon) button below the existing cards in your workflow diagram.
The following actions are available:
Send Email: Sends an email using one of your pre-configured email templates. Select the template from the dropdown on the card. Make sure the template exists before adding this action.
Create Task: Generates a task and assigns it to a team member. Enter the assignee and task name on the card. Click the cog icon to set an optional description and due date. Due dates can be a fixed date, a dynamic number of days after task creation, or pulled from a date field on the triggering record.
Add Tag: Adds a tag to the record to help categorise and track it.
Remove Tag: Removes a specified tag from the record.
Fire Webhook: Sends a POST request with record data to an external webhook URL.
Delay: Adds a waiting period before the next action. Enter the number of days and hours on the card, for example, two days and four hours means the next step runs 52 hours after the current step completes.
To remove an action, hover over the card and click the delete icon.
📌 Note: You can insert dynamic information from the triggering record into any action using the button on the right of the card.
Test your workflow
Before enabling your workflow, you can test it to confirm all steps work as expected.
Click Test Workflow at the top of the workflow editor.
Select a record of the appropriate type in the dialogue, for example, an Opportunity if your trigger is Record Created for Opportunities.
Review the results once the test is complete.
📌 Note: Testing runs all steps immediately, bypassing any configured delays. Any emails generated during a test are sent only to you, not to customers.
Publish and enable your workflow
Workflows use a publish and draft model. A workflow must be published before it can be enabled.
Click Publish Workflow.
Enter an optional comment to help you track changes, then confirm.
When prompted, keep the Enable Workflow after publishing option selected to activate the workflow immediately.
📌 Note: If there are workflow runs in progress when you publish an update, you'll be asked whether to upgrade those running instances to the new version. Select Yes if your changes fix bugs or improve the workflow. Select No to let in-progress runs complete using the version they started with.
Disable a workflow
If you disable a workflow while runs are in progress, you'll be asked whether to cancel those running instances. Select No (the default) to let them complete. Select Yes only if you need to stop all activity immediately.
Edit an existing workflow
When editing a published workflow, make changes in the draft version so the live workflow remains unchanged until you're ready.
Open the workflow you want to edit.
Click Edit Workflow.
Make your changes.
Click Publish Workflow to make your changes live.
To discard your changes, click Discard Changes. The workflow reverts to its previously published state.
Troubleshooting Steps
Check run history
To monitor all executions of a workflow, follow these steps.
Open the workflow you want to review.
Click the Run History tab.
You'll see a table listing every run, including the record that triggered it, the date and time, and success or failure status.
To view workflow activity for a specific record, open the record and click the Automation History tab.
Retry a failed run
If a workflow run fails, for example, because a required field wasn't populated, you can retry it after fixing the underlying issue.
In the Run History tab, click on the failed run to view the error details.
Fix the underlying issue based on the error message.
Click Retry.
The workflow re-attempts execution from the point of failure, rather than restarting from the beginning.
Review version history
Publishing a workflow creates a new version automatically. To review past versions, follow these steps.
Open the workflow you want to review.
Click the Versions tab.
You'll see a list of all published versions, including the version number, status, active runs, and any comments added at the time.
