Build Automation Workflows
Create no-code trigger-condition-action automation flows for routing, tagging, replying, escalating, and external handoffs.
Step-by-Step Guide
Open Automation Builder
Go to Settings → Automation → Workflows → New Workflow. You will enter the visual drag-and-drop automation canvas.
Screenshot: Automation workflow canvas overview
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Choose a Trigger
Every workflow starts with a trigger: Conversation Created, Message Received, Conversation Resolved, Contact Created, Label Added, Business Hours Start/End, or Scheduled Time.
Screenshot: Trigger type selection panel
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Add Conditions (optional)
Conditions filter when the workflow runs. Examples: Channel is WhatsApp AND Label contains VIP. Message Contains buy OR interested. You can nest AND/OR logic blocks.
Tip: Always add conditions to scope your workflow precisely — triggering on every conversation without conditions wastes compute and can cause unintended actions.
Add Actions
Actions are what the workflow does. Depending on your workspace configuration, actions can include assignment, labels, messages, contact updates, webhook requests, waits, and branches. Confirm any CRM-specific action before relying on it in production.
Screenshot: Action type picker with action categories shown
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Test in Sandbox
Use the Test Workflow panel to simulate a trigger event and see exactly which conditions matched and which actions were (or would be) executed, with full logs.
Activate & Monitor
Toggle the workflow to Active. In the Workflow List view, each workflow shows: Triggered count, Actions executed, Error count, and Last run timestamp.
Screenshot: Workflow list with performance stats per workflow
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