Use basic CRM workflows for internal follow-up, sales sequences for open-opportunity follow-up, and onboarding templates for accepted sales. These are separate workflows with separate release and subscription checks. A saved template or active enrollment is not evidence that a worker or external provider completed a step.
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Choose the right workflow
| Need | Workspace surface | Intended result |
|---|---|---|
| Record an internal action when a deal changes | CRM > Workflows | Supported activity or note |
| Follow up an open opportunity | CRM > Workflows > Sequences | Ordered tasks or consent-aware email |
| Deliver work after an accepted sale | CRM > Workflows > Onboarding & Renewals | Tasks, eligible email, renewal opportunities or an internal support case |
For basic created, stage-changed and updated event rules, see Activities and automation. Configure only the actions offered by the form; a workflow is not general permission to run arbitrary tools.
Configure and enroll a sequence
- Create a named sequence and add its ordered Steps.
- For each step, enter a name, Wait before this step (days) and type. Task steps create internal work; email steps also need subject and body.
- Review the timing and activate the template only when it is ready.
- From the permitted deal, use Enroll sale and select the active sequence.
- Review Active Enrollments for progress, the next step and any stop or recovery reason.
Email requires an eligible customer, recorded permission and an authorized connected mailbox. Unknown consent does not authorize sending. The sequence checks the current deal and template, opt-outs and detected customer replies before continuing. It can stop when the deal closes or a reply is detected in the supported conversation or synchronized incoming-email records. This is not detection of every reply in every external channel.
Configure onboarding and renewals
Create an Onboarding & Renewals template with the supported step types. Enroll sale requires the current accepted, won sale and automation authority. The template can also offer Enroll automatically when an authorized sale is won; enabling it does not bypass those checks.
For a Renewal opportunity, choose an active destination pipeline and open stage. Renewal due after sale (days) is counted from the actual sale date. The opportunity retains the sale's customer, owner, amount and currency. It is an opportunity for review, not a renewed contract, payment or automatic marketing permission.
Hand an accepted sale to Helpdesk
Choose Internal support handoff and configure the Helpdesk, case subject, implementation checklist, priority and required static form values. Where authorized, select its category, available team/member and optional SLA. Changing the Helpdesk requires reviewing its dependent selections again.
The handoff requires a current primary contact and current destination permissions. The system creates one support case per accepted sale across templates and retries. Review the original mapping if a case already exists; do not create another template to force a duplicate. The handoff does not automatically send customer messages or execute Helpdesk workflow actions. An SLA applies only when explicitly selected and currently allowed.
Open the resulting ticket, verify ownership and follow the normal service lifecycle. An enrollment marked active is not a substitute for this check.
Pause, recover and verify
Use the offered pause, resume and stop controls in Active Enrollments. Read the recorded reason first. Changed source records, withdrawn authority, a paused template or release, capacity, consent and uncertain delivery can prevent further work. Resume rechecks eligibility; restoring a subscription alone does not approve resumption.
For uncertain email delivery, inspect the actual mailbox and recorded result before requesting another send. Do not delete and re-enroll merely to retry an unknown outcome. Queue delay and a future due time are different from a failed step; an administrator can inspect worker health through CRM operations.
Plans and shared capacity
Basic automation, sequences and onboarding have independent capabilities; sequences and onboarding additionally depend on the automation release being enabled. Creating related tasks, opportunities and tickets needs their own permissions and capacity too. Workflow definitions, schedules and executions use finite tenant-wide allowances shared across companies. Recheck the displayed usage and effective subscription access.
Importing a source workflow label or restoring archived definitions never approves execution, resumes workers or grants consent. See Migration coverage and Sales connections.