Workflows

Workflows turn a repeatable customer process into connected steps. Choose what starts a run, check conditions, and connect outcomes to tasks, emails, research, field updates, Guidance, or Projects.

Available fields and options depend on your workspace.

Create a workflow

Open Workflows from the navigation rail or More, create a workflow, and enter its Name. Under Workflow type, choose Company workflow for one account at a time or Contact workflow for one person at a time. The type is fixed at creation and determines the available enrollment triggers and criteria. Builders, Admins, and Owners can create and manage workflows.

Select the top workflow card for enrollment, exits, and workflow settings. Select an action step for its settings and next-step outcomes.

Choose the target before building the workflow. Company and contact workflows have different enrollment options.

Build and test with the Assistant

Select Help me update this workflow to describe a change in plain language. For example, ask the Assistant to add a filter before an email sequence, change a follow-up delay, or review recent failed runs. You can also ask it to create a new workflow.

The Assistant edits the draft and can test individual steps. Publishing, pausing, and archiving remain actions in the editor. When reviewing an existing workflow, it reads the published definition by default; ask about the draft when you want unpublished changes reviewed.

If another tab or the Assistant changes the draft while you are editing, Cust stops stale saves and shows Reload. Load the latest version before continuing.

Test a step without taking action

Ask the Assistant to test a named step, optionally with specific companies or contacts. Tests use the draft and show what the step would do: the sender, recipients and email content, task assignee, proposed field value, or an AI filter's decision.

Tests do not send emails, create the workflow's tasks, or apply field updates. Steps that use AI test up to two records; other steps test up to five. Missing or invalid settings must be corrected first.

Automatic sample selection uses current trigger criteria and applicable upstream Filter steps. It can omit upstream AI filters and filters on another object type, and does not simulate earlier actions or elapsed waits. Review any skipped-condition notes and test representative records before publishing.

Choose an enrollment trigger

Under Enrollment trigger, choose Trigger when. Each workflow has one enrollment trigger. Audience options appear when Audiences is enabled for your workspace.

For meeting triggers, enter comma-separated keywords. At least one is required; matching ignores capitalization and checks whole words or phrases in the title or description. A meeting created from a recording can also trigger Meeting is scheduled. Meeting is completed depends on its end time, not on recording or summary processing.

The inline topic trigger selects a topic, with no sentiment selector. Use On signal when you need the behavior of a separately configured signal.

Enrollment determines when a new run starts. Conditions within later steps decide which path that run takes.

Build criteria

Choose a field or condition, a comparison, and a value when required. Use and for conditions that must all match, or for alternatives, and nested groups for combined rules. Criteria enrollment requires a condition.

Company criteria include Company attribute, Company metric, Company has meeting, Company doesn't have meeting, Has contact, Does not have contact, Has interaction, Does not have interaction, and configured Custom objects. Contact criteria include Contact attribute and Contact metric. Custom fields are marked (custom).

Comparisons depend on the field: text equality or containment, numeric comparisons, dates and relative day ranges, true/false, and related-record selection. Nullable fields offer is set and is not set. Metrics can compare their value or change over a period. Meeting conditions offer Meeting keywords and an Evaluate window in days ahead or days in the past. Related-contact, interaction, and custom-object conditions can contain their own criteria.

The match count previews current matches; the company count opens them in a new tab. Criteria enrollment and scheduled enrollment cover customer companies, or contacts belonging to customer companies.

Compare metric changes

Select a metric and choose % change or absolute change, then set the direction, amount, and compared with … days ago period.

For example, % change → decreased → by at least → 50% → compared with 30 days ago matches a metric that fell from 100 to 50 or below. increased by less than 10% requires an actual increase, so it excludes unchanged and declining values.

Read the example beneath the controls to check the rule. A record without a historical value does not match; percentage change also excludes a historical value of zero. Complete each condition before publishing.

Enroll manually

From Companies, select rows and choose the bulk action Trigger workflow. In Trigger Workflow, choose Select workflow, review the count, and confirm. A contact workflow adds Filter contacts to choose people within the selected companies.

For specific contacts, open a company's People tab, select rows, and use Trigger workflow with a contact workflow. For one company, open Interactions > Workflows > Trigger workflow manually, select a company workflow, and Confirm.

Manual enrollment requires a published, non-archived workflow. Paused workflows remain eligible.

Set a schedule

Choose On schedule, then set the recurrence:

1. Set Frequency to Weekly or Monthly.
2. Set Every to the number of weeks or months between runs. Weekly schedules support 1 through 52 weeks; monthly schedules support 1 through 12 months.
3. For a weekly schedule, select one or more days under On. For a monthly schedule, choose Day of month, from 1 to 31. A selected date beyond a month's length runs on that month's last day.
4. Set Time using the workspace timezone shown beside the schedule. Review the schedule summary and upcoming run dates before publishing.

For example, choose Weekly, Every 2 weeks, and Monday and Thursday for a twice-weekly check every other week. Choose Monthly, Every 3 months, and day 15 for a quarterly check. To run every weekday, choose Every 1 week and select Monday through Friday.

Every two weeks on Monday and Thursday at 09:00. Workflows use your workspace's timezone.

Set Companies to enroll or Contacts to enroll to narrow the group. Empty criteria include all eligible customer companies or their contacts. Each occurrence creates a fresh run for every match. If more than 1,000 records match, that occurrence is skipped, so keep the group within the limit.

Publishing a changed frequency, interval, or selection of days restarts the cadence from the next matching run. Publishing a time-only change keeps the existing cadence. Saving a draft does not change the running schedule; publish the workflow when the new settings are ready.

Configure a webhook

Choose Webhook event received, copy the Webhook URL, and use Example request or Copy as cURL as your starting point. Company requests identify the target with company: "extid-<external_id>". Contact requests offer By email using contact_email or By external ID using contact. If both contact identifiers are supplied, contact is used.

Under Payload schema, Add field defines each Key and Type. Alternatively, send a test request and select Infer from test request. Types are Text, Integer, Decimal, Boolean, Date, and Datetime. Keep the target identifier and add event data alongside it. To expose webhook fields in the step condition and variable pickers, configure a webhook signal in Signals and select it through On signal. The inline Webhook event received trigger does not currently populate those pickers.

Understand repeated enrollment

Criteria and audience triggers react to entering or leaving a set, rather than repeatedly enrolling a record while it remains in that set. A later transition, signal occurrence, schedule, or manual enrollment can start another run, including while an earlier run is active. There is no workflow-wide run-once setting. Email frequency caps are separate, step-specific controls.

When publishing an inline Company starts matching criteria, Contact starts matching criteria, or Company enters audience trigger, the dialog can offer Enroll it or Enroll them for current matches that have never run this workflow. Review the count and opt in to process that existing group. With the switch off, enrollment responds to future transitions. This option supports up to 1,000 current matches; above that, narrow the criteria or publish without enrolling them.

Exit conditions and workflow settings

Under Exit conditions, choose Add exit condition and configure a target-compatible criteria, meeting, activity, or enabled audience event. Manual, On signal, and On schedule are not separate exit choices. Any one matching exit ends the affected target's runs in progress. Criteria exits react to a matching transition; they do not recheck a static condition at every step.

Stateful enrollment triggers can also offer a reversal switch, such as Company stops matching trigger criteria or Company exits the trigger audience. Event triggers have no reversal switch. Exiting aborts pending or waiting steps; completed actions are not undone. With no exit condition, runs continue until their steps finish or another stopping action applies.

Under Workflow settings, edit Name and tags to organize the workflow. Accepts new enrollments controls automatic enrollment. Turning it off pauses automatic entry, while manual enrollment, active runs, and exit conditions continue. Resuming does not automatically enroll records that started matching during the pause.

Under Advanced settings, Stop all branches when a step fails defaults to on. A failed step then fails the run and halts further branch progression. Turn it off to let other branches continue; the run is marked failed after those branches finish. Workflow settings and this failure setting save directly; they do not wait for publishing a draft.

Pausing controls automatic enrollment. The failure setting controls whether other branches continue after a step fails.

Build steps and connect outcomes

Use Add step beneath an outcome to open the type picker, or Link existing to connect an existing step. The plus button on a connection inserts a step between existing steps. Review its outgoing outcome after inserting it or changing its type.

Only connections matching the step's outcome continue. An outcome without a next step ends that branch. Several next steps on one outcome create parallel branches. A shared downstream step executes separately for each branch that reaches it; Link existing does not wait for all incoming branches. Loops are not supported. Steps with no incoming step connection start at enrollment, so check the entire canvas before publishing.

Select a step for the work you need, then connect its named outcomes under Next steps.

Company-oriented steps still act on the contact's company in a contact workflow. Filter and Set object attribute provide an explicit Contact choice. Failures appear in run status, with errors to inspect before retrying.

Create a task

Enter a Title and Description explaining the work and expected result. Task titles include the workflow name. Under Assign to, choose Role, with an optional Fallback assignee, or Specific user and a User. Role assignment uses the person holding that role on the company. If neither role nor fallback resolves to a user, the task is unassigned.

Optionally set Due after (days) and Due after (unit) to Calendar Days or Business Days. The deadline starts from the step's date in the workspace timezone. Empty duration means no deadline. Business days skip weekends, not public holidays.

Customize action prompt reveals Action Prompt for the Assistant when someone works on the task. Test prompt opens a test for a selected company. Creating the task does not execute that prompt automatically. If Description is empty, Cust can generate it from the action prompt.

Connect Task created to continue immediately or Task completed to wait for completion. These two outcome types cannot both be connected. Dismissing a waiting task produces Task dismissed, which does not take the completion path and is not a selectable branch. Aborting a run waiting on its task dismisses it if still actionable.

For example, create Confirm renewal decision maker, assign it to the CSM role with a fallback owner, allow three business days, and continue from Task completed.

Filter

Build a Condition using structured fields and comparisons. Company workflows check the company. Contact workflows offer Object type choices Company and Contact. A workflow using On signal with a webhook-event signal also offers Webhook event and its configured fields. Changing Object type resets the condition.

For Company conditions, Test condition checks a selected account. For Contact conditions, ask the Assistant to test the step with sample contacts. A step test does not replay a live webhook payload. The condition evaluates once when the step executes. Missing contact or webhook context produces Condition does not match.

Connect Condition matches and Condition does not match to the paths you need. For example, after waiting, check that the renewal date is still within 30 days before continuing outreach.

Wait

Set Duration and Unit: Calendar Days, Business Days, or Hours. The interval starts when this step begins, not at workflow enrollment. Business Days skip weekends. Connect Wait completed to continue after the interval and subsequent scheduled processing.

Wait does not monitor replies or customer changes. Use exit conditions or a Filter afterward when the next action depends on current data. For example, wait two business days after creating a task, then check whether the required account field has been populated.

AI filter

Enter a Prompt asking a clear yes/no question, with evidence and timeframe. Test prompt opens an account-specific Assistant test. Check a known positive and negative example before publishing.

For example: “Do conversations from the last 30 days show an unresolved blocker preventing the customer's planned rollout? Count only blockers explicitly described by the customer. Return no when there is no supporting evidence.”

This evaluates the company, including in contact workflows. A true result takes Condition matches; false takes Condition does not match. Failure to return the required answer fails the step, including an Assistant run that stops for tool approval. There is no separate approval-wait branch, and a missing answer is not a non-match.

Research customer

Write a Prompt with the question, evidence to use, and output format. Choose Store result in a custom field from editable company fields. Use a text field for prose or require a value compatible with the chosen field type. Test prompt previews the research for a company; it does not execute the field save.

The step researches the company, even in a contact workflow, and replaces the selected field's prior value with the answer. Connect Completed to continue after saving. For example, save a concise summary of recent implementation priorities in a Renewal briefing field, then create a task for the owner to review it.

After a real run, inspect the saved field. Missing required answers, including an Assistant stopping for tool approval, or incompatible values can fail the step. Correct the prompt or field selection before retrying. There is no separate approval control for the field update.

Set object attribute

Choose Object type and an editable Custom field. Company workflows offer Company; contact workflows offer Company and Contact. Changing the object type clears the field selection.

Enter Value as a literal or template. Insert variables lists available company, contact, and metric values, plus webhook fields when enrollment uses On signal with a configured webhook signal. For a survey webhook, a numeric Latest NPS field might use {{ webhook_event.nps_score }}. Connect Completed and verify the saved value in a test run.

The value must fit the destination type. Missing contact context or incompatible values can fail the step. This updates custom fields rather than arbitrary built-in properties or custom-object records. Completion confirms the field operation in Cust; verify any required CRM result separately.

Add to guidance

Select Guidance from existing, non-archived procedures. The step enrolls the company, reusing an existing active enrollment. A previously completed enrollment permits a new active one.

Completed means enrollment succeeded; it does not wait for Guidance to finish. Where automatic planning is enabled for new enrollments, Cust queues the plan. Other enrollments receive a Start guidance task and use the manually generated plan flow.

For example, select an existing Renewal readiness procedure when renewal criteria match.

Add to project

Choose an existing, non-archived Project. A new participant starts in its first stage, with objectives initialized according to their activation rules. The project must have at least one stage.

An existing participant is reused without resetting its stage, including a completed participant. This step therefore does not restart completed projects. For new participants, the still-active signal that enrolled the workflow can also activate relevant project objectives.

Connect Completed after the company joins or is found. For example, add a new customer to Implementation, where the project's stages track onboarding. Completed here does not mean implementation is finished.

Email sequences

Choose Start email sequence in the picker. The Email Sequence editor configures the sender, recipients, initial email, follow-ups, and stopping behavior. Each message independently supports Static or AI generated content and approval before sending.

Choose the sender and recipients before testing content or enabling automatic sending.

Sender and audience

Under Sender, Send from offers Role or Specific email account. Role uses the email account connected to the person holding that company role. Set a Fallback sender for an unassigned role or a role holder without a connected mailbox. Specific email account uses the selected Email account for every run. No usable sender causes failure. Fallback does not take over after an already selected account encounters a sending error.

For company workflows, Audience > Send to offers:

• A single contact: a Static initial email uses Recipient conditions, defaulting to the primary contact. Among several matches, Cust prefers a matching primary contact, then the first matching record. No match fails the step. An AI generated initial email instead uses To prompt to describe the desired recipient.
• Multiple contacts: Recipients conditions select people when the step starts. Each matching contact gets a separate sequence and conversation. Both content modes use that selected contact. No matches sends nothing and finishes with No reply.

Use Test conditions to check the selected contact or matching count. Contact workflows use Contact from trigger and have no multiple-contact mode.

Multiple-contact mode must end its branch. It has no outgoing connections, and switching to it removes existing outgoing connections. Use contact workflows when each person's outcome needs downstream steps.

Write and preview messages

For Static, enter Subject and Message, with optional CC addresses or company roles. Unassigned CC roles contribute no recipient. The body supports Markdown. Insert variables copies placeholders such as {{ contact.first_name }} and {{ company.name }} for pasting into the message or subject. Available values include configured custom fields, metrics, company roles, and webhook fields when enrollment uses On signal with a configured webhook signal.

For AI generated, supply To prompt when available, optional CC prompt, Subject prompt, and Body prompt. Specify the purpose, facts, tone, and desired response. Multiple-contact mode fixes To to Contacts matching condition; contact workflows fix it to Contact from trigger.

Preview email tests Static content; Test instructions tests AI drafting with a sample company. These previews do not send the sequence or reproduce every live webhook value and conversation. Inspect recipients and content before relying on automatic sending.

Approvals

Enable Require approval before sending on each message needing review. Cust creates a task with a Review email action and waits for sending from that task. A draft or task is not a sent message. Sending it continues the sequence, with the next delay measured from actual send time.

Each message has its own content mode and approval setting. This example requires review before sending.

The selected email account is the default sender. The task is assigned to the selected company role's Cust user when available, otherwise to the owner of the sending account's personal inbox. It remains unassigned if neither resolves to a user.

Due after (days) sets a calendar-day deadline using the assignee's timezone or workspace timezone. Empty means no deadline; 0 means today. Reaching the deadline does not send the email. Dismissing the task ends the sequence with Email approval task dismissed, a terminal result without a selectable outgoing branch.

Follow-ups and final reply wait

Choose Add Follow-up, set Delay Days, and choose Calendar Days or Business Days under Delay Unit. Each delay begins after the previous email is actually sent. Every follow-up has its own content mode and approval setting.

Follow-ups reply in the existing conversation through its sender account. Configure their message content; subject and recipient controls are hidden. Automatic follow-ups use the recipients of your last sent message, including after an automatic out-of-office response. The initial CC list is not automatically repeated. Inspect recipients in approval drafts.

Set Wait for reply after last email in calendar or business days to leave time for a response. Empty means No reply immediately after sending the final message, even for a one-email sequence. A later response does not change an already completed outcome.

Timing, limits, and frequency

Frequency Capping limits repeat sequences in this step. Daily Limit controls its allowance for each sender account.

Automatic scheduling uses workspace working hours and the sending account creator's timezone, with workspace timezone as fallback. Times outside the working window move toward the next eligible opening with a randomized offset of up to three hours. Processing delays can affect actual delivery; this is not a guaranteed delivery window or hourly rate.

Send on Weekends defaults to off, moving weekend sends to Monday. Business Days also skips weekends when calculating delays. For weekend eligibility, use Calendar Days and enable Send on Weekends.

Daily Limit ranges from 50 to 200 in increments of 10, defaulting to 200. It applies separately to each sender account within this workflow step, by the sender's local day. Initial messages, follow-ups, and creation of approval tasks share the allowance. It is not an account-wide cap across workflows or on drafts manually approved later.

At the limit, the step waits until the next eligible day, respecting weekend settings. It creates no additional approval task or draft on that attempt until allowance is available.

Frequency Capping sets a positive number of days or remains empty for no cap. It checks recent runs of this same step for the contact in contact or multiple-contact mode, or the company in single-contact company mode. A recent run produces Sequence skipped. The window uses the previous run's latest update, so recent progress in an older run can keep the cap active. It is separate from Daily Limit and does not suppress other workflows.

BCC sender adds the sending account to BCC on automatic messages. Connected-account and workspace automatic BCC settings also apply. Inspect approval drafts separately.

Replies, stopping, and bounces

A customer reply or normal manual email in the sequence conversation interrupts a waiting sequence with Reply received or user intercepted the sequence. Remaining follow-ups stop.

Detected automatic replies do not count as human replies. A usable out-of-office return date from today through 90 days ahead can postpone the next follow-up. Without a usable date, no delay is added. After the final email, a usable return date can extend the final reply wait to allow the full period after the contact returns.

Stop sequence on signal ends the sequence while it waits for a scheduled message or final reply window. It is not monitored while waiting for an approval task or retrying after Daily Limit. If stopping during those states is required, stop the run and handle its outstanding approval task before further sending.

A recorded hard bounce can finish with Email bounced. Automatic sends exclude addresses already known to have hard-bounced. If no deliverable To recipients remain, nothing is sent and the same outcome applies.

Email outcomes

In single-contact mode, connect the outcomes you need:

Multiple-contact mode has no downstream routing. Completion means an outcome was reached, not proof of delivery or reply.

Step objectives and the pipeline view

Email Sequence Objectives measure whether the target meets a condition. Choose Add objective, enter Name, set Attribution window (days), and build the Objective condition. The window defaults to seven days, with a minimum of one. Test conditions is available for company objectives.

Single-contact company sequences measure the company. Contact workflows and multiple-contact sequences measure the contact. Changing that target requires removing incompatible objectives or restoring the original target before publishing.

Tracking begins when the first email is sent or its approval task is created. Pending results are checked periodically. A matching condition marks an objective reached, including when the target already matches; an unmatched objective is marked missed after its window. Completed results are not reevaluated. An objective measures condition attainment, not proof that the email caused it.

Publishing changes to an objective's condition or window affects its pending results. Adding an objective does not attach it to older runs whose tracking already started.

Each step has a pipeline view showing records running through its stages and outcomes. Search by company or contact and inspect individual runs. Canvas counters show in-progress, succeeded, and failed runs; click one to open the matching filtered view.

An email run shows sent counts, its conversation, pending approval, out-of-office return date, and next action when available. Waiting for approval or daily allowance does not create an additional numbered email stage.

The Enrolled KPI counts step runs. Each objective card shows the percentage of its tracked results that reached the objective, including pending and missed results in the total. Select a card to show reached runs; select it again to clear that filter. Selecting Enrolled clears the objective filter and search. The Enrolled total can differ from an objective's tracked total, for example when a run fails before tracking starts.

Pipeline history answers what happened when a step ran. Projects and Guidance instead track an account's progress through a broader process. Renaming or republishing a step preserves its history, so metrics can include runs before and after an edit. Use a separate workflow for a distinct cohort and history.

Publish and change a live workflow

Enrollment, exit, step, and connection changes autosave as a draft, leaving the published definition unchanged until Publish. Publishing activates the workflow and replaces its live definition, including the steps and connections used by existing runs. Publishing a paused workflow enables automatic enrollment again.

When republishing, Changes to the published workflow summarizes changes to enrollment, exits, steps, settings, and outcome connections. Added, removed, and changed steps have separate labels; text changes show the old and new wording. Layout-only changes are identified separately.

Publishing validates the full definition, including unfinished conditions. Fix the indicated step, setting, or condition before trying again.

Before publishing an edit:

1. Inspect active runs in the affected steps' pipeline views.
2. Check where those runs will go under the new connections.
3. Keep steps that active runs still need. Deleting a pending step can make its run fail when execution reaches it.
4. Select Publish, review the changes and any option to enroll existing matches, then confirm.
5. Check affected runs and outcomes.

For example, two accounts await task completion. You replace its next research step with an email sequence and publish. When those existing runs finish the task, they follow the new email path. The edit also applies to future enrollments.

Use a separate workflow for a new cohort

Choose Duplicate workflow to create a separate, paused draft. Rename it, configure the new cohort, and publish when ready. Keep the original for active runs. Turn off Accepts new enrollments to pause its automatic enrollments while current runs continue and manual enrollment remains available.

Check both workflows' criteria to avoid unintended overlap. Pausing the original does not protect its active runs from later edits to that original. A duplicate gives the new cohort its own definition and history.

Recover a failed run

Open the run, read the failed step's error, and inspect actions already completed. For email failures, check recipient conditions, the sender role, connected mailbox, and fallback sender. Correct the underlying problem before Retry on the step or Retry all failed steps on the run.

Sender errors identify the unassigned company role or the named sender who has no connected email account. They also distinguish a missing fallback sender. Correct that person's connection or the workflow's sender configuration, then use Retry from the failed step's hover card or run details.

Retry retains existing sequence state and uses the current published definition. Publish configuration corrections before retrying. Check the conversation and completed actions: retry does not undo them, and a queued retry is not yet success.

Use Resume sequence when a sequence ended with Reply received or user intercepted the sequence and should continue with its conversation and remaining follow-ups. Resume is unavailable after the run was aborted or downstream steps started from that outcome. It does not restart a bounce, skipped sequence, or completed No reply result.

Pause, abort, or archive

Example workflows

• Renewal preparation: company renewal-date criteria enroll the account; Research customer saves a concise briefing; Create a task asks the CSM to review it; Task completed leads to Add to guidance for the renewal procedure.
• Survey response: an On signal webhook trigger supplies an NPS score; Set object attribute stores it; Filter routes low scores to a task and other scores to a different path. Define the payload field before using it in a template.
• Contact follow-up: contact criteria enroll the person; Start email sequence sends an approved initial message and one follow-up, with a final reply wait; No reply creates a task for personal follow-up. Connect the reply outcome separately if it needs action.

Set up a workflow