Workflows

Workflows connect triggers, conditions, and actions to automate a customer journey. Available nodes depend on the record whose workflow you are editing.

Open the right editor

The example uses an assistant workflow. Choose the owning record’s editor for other workflow types.

The standalone Workflows resource is hidden from standard navigation. Use the owning record to find the appropriate node library.

Build and save

1. Save the owning record before configuring its workflow.
2. Add a supported trigger or status condition.
3. Connect the next action and configure its fields.
4. Add conditions and connect the relevant output branches.
5. Use Stop, End, or the editor's other terminator where appropriate.
6. Save the workflow and the parent record when required. Confirm success before leaving.

Do not rely on an assumed autosave. The workflow editor provides an explicit save action.

Choose the right actions

This separate lesson uses a form workflow and checks the receiving API receipt.

Assistant workflows can use message and channel conditions, recorded analysis, forms, bookings, tools, tags, delays, feedback, and response-control actions. Form and booking workflows use their entry or reservation state, with supported notifications, APIs, delays, throttles, and tags.

Use API Actions for mapped outbound requests, Agent Tools for tool execution, and Notification Actions for supported notification destinations.

Before-AI behavior

A before-AI workflow can affect when or whether the normal assistant response continues. Test the complete path, especially when using delays or No AI Response. For a delayed WhatsApp reminder that should not hold up the customer's reply, use Throttled Message (Background).

Test without surprising customers

Use a controlled account, destination, or test endpoint. An inactive workflow does not execute merely because you send a live message. Enable it only for a controlled test when execution is needed, verify both matching and non-matching paths, then prepare it for the intended audience.

Tests can call real APIs or send real messages. Review destinations and repeated-execution behavior before replaying a workflow or reprocessing entries.

Troubleshooting

Check the parent record and workflow are active, the incoming event matches the trigger, all required nodes are connected, and the selected form, tool, booking, or sender belongs to the correct company. Review Schedules, Webhooks, and relevant execution records for the failed step.

CRM-aware follow-up

CRM workflows and sequences are distinct from the assistant's workflow editor. Use supported triggers/actions and review the resulting activity or handoff. Audience membership can be managed through configured workflows, but a deal or lead score does not automatically subscribe a person to marketing.

For targeted campaigns, review Audiences and Broadcasts. Delayed in-chat scenarios require the appropriate validated channel/action path; do not assume a second-level delay or every campaign channel is supported by every workflow.