Workflow Builder Setup

Set up your first automation using the Workflow Builder. This guide walks you through creating a simple lead nurture workflow with a trigger, actions, and basic branching logic.

Prerequisites

Before you begin, make sure you have:

• Access to Automation > Workflows in your sub-account
• At least one form or lead source configured
• A connected phone number (for SMS actions) or email sender (for email actions)
• Basic understanding of your customer journey and when you want automation to trigger

Create Your First Workflow

Start by building the foundation of your automation.

Navigate to Automation > Workflows in your sub-account. Click Create Workflow in the top-right corner. Choose Start from Scratch to build a custom workflow, or Select from Template if you prefer starting with a pre-built structure.

Give your workflow a clear, descriptive name that explains its purpose. Instead of “Workflow 1,” use something like “New Lead Nurture - Contact Form.” This makes it easier to manage multiple workflows later.

The canvas opens with an infinite white space and a minimap in the bottom-right corner. Use the Zoom and Fit to Screen controls in the bottom-left corner to adjust your view as you build.

Add Your First Trigger

Triggers define when your workflow starts. Without a trigger, nothing happens.

Click Add New Trigger at the top of the canvas. A side panel opens with trigger categories. Browse the list or use the search bar to find the event that should start your automation.

For a lead nurture workflow, select Contact Created or Form Submitted. If you choose Form Submitted, use the dropdown filter to select the specific form you want to monitor. Click Save Trigger to add it to your canvas.

You can add multiple triggers to one workflow. Each trigger fires independently when its conditions are met. To add another, click Add New Trigger again and repeat the process.

Add Your First Action

Actions define what your workflow does after the trigger fires.

Click the + button on the workflow line directly below your trigger. The Actions panel opens on the right side of the screen. Actions are organized into categories like Contact, Communication, Data Transfer, and Internal Tools.

For your first action, select Send SMS or Send Email under the Communication category. Give the action a descriptive name like “Day 1 Welcome SMS.” Fill in the message content using the text editor. Use personalization tokens like {{contact.first_name}} to make messages feel personal.

Click Save Action to add it to the canvas. The action appears as a connected node below your trigger.

Add a Wait Step

Control the timing of your automation by adding wait steps between actions.

Click the + button below your first communication action. Search for Wait in the Actions panel and select it. Configure the wait duration by choosing a time unit (minutes, hours, days) and entering a number. For a nurture sequence, a 1-day or 2-day wait between messages is common.

You can also set the wait step to pause until a specific date/time or until the contact takes an action (like clicking a link or booking an appointment). Click Save Action to add the wait step to your workflow.

Add Branching Logic

Use If/Else conditions to route contacts down different paths based on their behavior or data.

After your wait step, click the + button and select If/Else from the Internal Tools category. Choose Build My Own to create custom conditions or Recipe to use a pre-built condition template.

Add a condition by selecting the field you want to evaluate (such as a tag, custom field, or email engagement status), choosing an operator (equals, contains, is greater than), and entering a comparison value.

Create multiple branches by clicking Add Branch. Each branch can have its own set of conditions. Contacts who do not match any defined condition automatically flow into the None branch at the bottom.

Click Save Action. The If/Else node appears on the canvas with separate paths for each branch. Add actions to each path by clicking the + button inside the branch you want to expand.

Test Your Workflow

Before publishing, verify that your workflow executes correctly.

Click Test Workflow in the top-right corner of the canvas. Select a test contact from your CRM. Make sure this contact has valid data (email, phone, and any custom fields your workflow references). Click Run Test to execute the workflow.

The test runs through your automation in real time. Check the Execution Logs at the bottom of the page to see which actions fired and whether any errors occurred. If a step fails, review its configuration and test again.

For the most reliable test results, publish the workflow and test it live with a real contact rather than reusing the same test contact repeatedly. Previous enrollments and tags can cause unexpected behavior.

Save and Publish

Make your workflow live so it runs on real contacts.

Click Save in the top-right corner to preserve your changes without activating the workflow. This is useful when you are still building and testing.

When you are ready to go live, click Publish. The workflow activates immediately and begins listening for trigger events. Any contact who meets the trigger conditions from this point forward will enter the workflow.

If you need to pause the workflow temporarily, set it to Draft. Contacts currently in waiting steps (like Wait or Manual Call) will remain at their current step. When you republish, they continue from where they left off.

Configure Workflow Settings

Optimize how your workflow behaves with additional settings.

Click the Settings icon in the top-right corner of the canvas. Here you can configure re-enrollment rules, which control whether a contact can enter the workflow more than once. By default, contacts can only enter once. Enable re-enrollment if you want contacts to go through the sequence again after a set period.

Toggle Stats View in the top-left corner to see communication performance metrics (open rates, click rates, reply rates) directly on the canvas. This helps you identify which messages perform best without leaving the workflow builder.

Click the History icon to view previous versions of your workflow. This is useful for rolling back changes or reviewing what was modified.

Test Your Setup

Verify your workflow is configured correctly:

• Confirm the workflow is in Published status, not Draft
• Check that your trigger filters are specific enough to avoid firing for unintended contacts
• Verify all SMS actions have a connected phone number and all email actions have a valid sender
• Review wait step durations to make sure they match your intended timing
• Test If/Else branches by enrolling contacts with different data profiles
• Monitor the Execution Logs for the first 24 hours after publishing to catch any unexpected behavior

Next Steps

Now that your first workflow is live, expand your automation strategy:

• Build additional workflows for appointment reminders, pipeline stage changes, and review requests
• Connect workflows together using the Add to Workflow action to create multi-stage customer journeys
• Explore Triggers to learn about every available workflow trigger
• Master If/Else Branching to create personalized, data-driven paths
• Use Webhooks & API to connect external tools to your workflows
• Package your proven workflows into Snapshots to deploy across multiple sub-accounts