Workflows are automations that execute actions when certain events occur in the system. They allow automating repetitive tasks and maintaining consistency in commercial processes.
Workflow Structure
Each workflow has three components:
- Events - What triggers the workflow
- Conditions - Optional filters to execute only in certain cases
- Actions - What the workflow does when activated
Available Events
Contact Events
| Event | Description |
|---|---|
| Contact created | Triggered when a new contact is created |
| Contact updated | Triggered when a contact field is modified |
| Contact enters stage | Triggered when the contact changes stage |
Opportunity Events
| Event | Description |
|---|---|
| Opportunity created | Triggered when a new deal is created |
| Opportunity updated | Triggered when a deal is modified |
Monitored Fields
For the "updated" event, you can specify which fields to monitor. The workflow only triggers if one of the selected fields changes.
Conditions
You can add conditions to filter when the workflow executes:
- Conditions on contact fields
- Conditions on custom attributes
- Conditions on CRM fields
- Time conditions (time of day, day of week)
Conditions can be combined with AND/OR logic to create complex rules.
Available Actions
| Action | Description |
|---|---|
| Send email | Sends an email template to the contact |
| Send WhatsApp | Sends a WhatsApp template |
| Send SMS | Sends an SMS message |
| Update field | Modifies a contact or deal value |
| Change assignee | Reassigns the contact to another agent |
| Move to Sales Brain (Playbook) | Changes the contact's Sales Brain (Playbook) and stage |
| Delete contact | Removes the contact from the system |
| Create opportunity | Creates a new deal for the contact |
Execution Delay
You can configure a delay before executing actions:
| Unit | Example |
|---|---|
| Minutes | Execute in 30 minutes |
| Hours | Execute in 2 hours |
| Days | Execute in 3 days |
| Business days | Execute in 2 business days (skips weekends) |
The delay is calculated from the moment the event occurs.
Execution Policies
Control how many times a workflow can execute for the same contact:
| Policy | Behavior |
|---|---|
| Multiple times | Executes every time the event occurs |
| Once per contact | Only executes the first time for each contact |
| Once while in Sales Brain (Playbook) | Executes once per contact, but resets if they leave and return to the Sales Brain (Playbook) |
Workflow Scope
Workflows can apply to:
- Entire account - Affects all contacts
- A specific Sales Brain (Playbook) - Only contacts in that Sales Brain (Playbook)
- A specific stage - Only contacts in that stage
Activation and Deactivation
Workflows have an active/inactive state:
- Only active workflows execute
- You can temporarily deactivate without deleting
- The system records who made changes and when
Automatic Deactivation
The system can automatically deactivate a workflow if:
- An execution limit is reached
- A possible infinite loop is detected
- The account is deactivated
Execution History
Each workflow execution generates a record that includes:
- Execution date and time
- Affected contact
- Actions executed
- Result (successful or failed)
Requirements to Activate
A workflow needs the following to be activated:
- At least one event configured
- At least one action configured
- A defined name
Best Practices
- Use descriptive names that indicate what the workflow does
- Test workflows with a few contacts before activating them on a large scale
- Document complex logic in the description
- Periodically review active workflows to remove obsolete ones
- Be careful with loops: avoid a workflow triggering another that triggers the first
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