What a Workflow does
A Workflow combines an event, matching conditions and one or more permitted actions. It uses the current CRM state rather than treating a UI rule as unlimited authority.
Supported trigger families
Stage moved; sequence ended; lead created; no response; keyword; stage idle; manually logged call. Conditions can include pipeline, stage, fixed lead Source and eligible attributes.
Supported action families
Start/stop Cadence, move a stage, schedule a WhatsApp message, send a connected-email message, set a reminder, update an attribute, change lead AI and change lead follow-up controls.
Create your first rule
- Open Workflows.
- Select the relevant trigger and set the intended pipeline, stage and source conditions.
- Add only the action required for the customer journey.
- Preview/validate the saved rule and test on one disposable lead.
- Enable it after confirming history and actual state changes.
Reliability and sending
Long-running or delayed actions are subject to fresh tenant, account, sender, permission and time-window validation at execution. A disabled workflow should not deliver future unauthorized work. Provider uncertainty must not be resolved through unconditional retries.
Common mistakes
- Sending after a 24-hour Meta window using free-form text.
- Setting a destination stage outside the selected pipeline.
- Configuring a “sequence ends” trigger without selecting the intended sequence.
- Expecting an action while the rule is disabled or a condition does not match.