Workflow Automation
Enterprise Plan — This module is available on the Enterprise plan.
Workflow Automation lets you define rules that watch for events in your CRM and respond with actions — without writing code or scheduling manual tasks. Every workflow is versioned, so you can track exactly what changed and when, and roll back if needed. A live run log gives you full visibility into what executed and what failed.
What's Included
- Workflows — Create named, event-triggered automation rules with conditions and action chains
- Triggers — Fire a workflow on any supported CRM event (deal created, ticket updated, contact added, and more)
- Conditions — Filter which events actually run the workflow using field-level logic
- Actions — Define what happens when the trigger and conditions match — send a notification, update a record, call a webhook, and similar
- Throttle control — Limit how many times a workflow runs per minute to prevent runaway automation
- Error policies — Choose how failed actions are handled: retry automatically, halt the workflow, or route to a dead-letter queue
- Versioning — Every save creates a new version with a full definition snapshot; published versions are timestamped
- Workflow runs log — See every execution with status and timing, paginated for review
- Activation — Workflows start in draft; publish them explicitly when you are ready to go live
Creating a Workflow
Navigate to Automation → Workflows and choose New Workflow.
- Name and describe your workflow so your team understands its purpose at a glance.
- Set the trigger — this is the event in the CRM that starts the workflow. Examples include
deal.created,ticket.status_changed, orcontact.updated. - Add conditions — refine when the workflow fires. For example, only run when the deal value exceeds a threshold, or only when a ticket is marked urgent.
- Define actions — specify what happens. Actions are configured as a JSON array and can include sending notifications, updating fields, calling external webhooks, or creating related records.
- Set the error policy:
- Retry — automatically re-attempt failed actions (default).
- Halt — stop the workflow on the first failure and flag it for review.
- DLQ — route failed runs to the dead-letter queue for manual inspection.
- Optionally set a throttle (maximum executions per minute) to protect downstream systems.
- Save the workflow. It starts in Draft status.
Activating a Workflow
Draft workflows do not execute. When you are satisfied with the configuration, open the workflow and choose Activate. This publishes the current version and begins processing matching events immediately.
You can return a workflow to draft by editing it and changing the status back to Draft. Archived workflows are retained for reference but no longer execute.
To permanently remove a workflow, choose Delete from the workflow list. This removes the workflow and all its version history.
Simulating a Workflow
Before activating a workflow against live data, you can simulate an execution to verify the trigger, conditions, and action chain behave as expected.
From the workflow list, choose Simulate next to the workflow you want to test. The simulation runs the full execution logic against a synthetic event payload without touching real records or sending live notifications. Results are recorded in the workflow's simulation history so you can compare runs across configuration changes.
Editing a Workflow
Every time you save a change, Workflow Automation creates a new version automatically. The version record stores the complete workflow definition — trigger, conditions, actions, throttle, and error policy — along with a timestamp. This makes it straightforward to audit what the workflow was doing at any point in time.
Monitoring Runs
Go to Automation → Runs to see a paginated list of every workflow execution. Each run record shows:
- Which workflow fired
- When it ran
- The outcome (success, failure, or queued)
Use the runs log to debug unexpected behaviour, confirm that automation is firing as expected, or identify workflows that are failing consistently.
The dashboard at Automation home shows key metrics at a glance: total workflows, active count, draft count, and executions in the last 24 hours, alongside the six most recently updated workflows and the eight most recent runs.
Workflow States
| Status | Meaning |
|---|---|
| Draft | Saved but not executing |
| Active | Live and processing events |
| Archived | Inactive, retained for history |
Best Practices
- Start every new workflow in draft and test it against a staging environment before activating on production data.
- Use descriptive trigger names and write a clear description — team members who did not build the workflow need to understand it at a glance.
- Set a throttle on any workflow that could fire at high volume to avoid overwhelming downstream systems.
- Choose the DLQ error policy for critical workflows so failures are never silently discarded.
API Reference
Trigger workflows from external systems, query run history, or manage workflow definitions programmatically via the REST API.