Workflows

The Workflows module is a visual automation builder. You create workflows by connecting triggers, conditions, and actions on a drag-and-drop canvas. When an event occurs - like a new contact being created or a form being submitted - the workflow executes its steps automatically.

Workflow List

The workflows page shows all your automations with their name, status, trigger type, and description. Workflows can be organized into folders.

Statuses

Status	Meaning
Draft	Not yet active - edit freely, no contacts will be enrolled
Active	Live and executing - triggers fire and contacts are enrolled automatically
Paused	Temporarily stopped - no new enrollments, but in-progress contacts continue
Inactive	Deactivated - must be republished to activate

Actions

From the list, you can duplicate, move to a folder, or delete workflows. Select multiple workflows for bulk operations.

The Visual Builder

Click Edit on any workflow to open the canvas. The builder has three main areas:

Canvas (center) - Where you arrange and connect nodes visually
Node palette (right panel) - Drag triggers and actions from here onto the canvas
Configuration panel (right panel) - Appears when you click a node to configure it

Canvas Controls

Drag nodes to reposition them
Connect nodes by dragging from an output port to an input port
Zoom and pan using scroll and click-drag on the background
Undo / Redo with Ctrl+Z and Ctrl+Shift+Z (up to 50 states)
Delete a node by selecting it and pressing Delete
Changes auto-save as you work

Triggers

Every workflow starts with a trigger - the event that enrolls a contact. There are 61 triggers organized by category:

Contact Events

Contact created or updated
Tag added or removed
Do-Not-Disturb enabled
Birthday or custom date reminder
Contact replied to a message
Note or task added
Engagement score changed
Lifecycle stage changed

Email Events

Email delivered, opened, clicked, or bounced

Pipeline Events

Opportunity created, updated, stage changed, or status changed
Stale opportunity (no activity for a set period)

Form Events

Form submitted

Payment Events

Invoice created, sent, viewed, paid, or overdue

Document and Estimate Events

Document sent, viewed, signed, or declined
Estimate created, sent, viewed, accepted, or declined

Appointment Events

Appointment booked, confirmed, cancelled, rescheduled, no-show, or completed

Call and Review Events

Call completed, missed, no-answer, or an outcome recorded
Review received, review link clicked, or a positive/negative review left

Lead form submissions from Facebook
Comments on Facebook or Instagram posts

System Triggers

Inbound webhook (receive data from external systems)
Scheduled (cron expression, recurring schedule, or one-time)
Recurring segment (runs on a schedule for every contact in a saved segment)
Contact date field matches today

Action Types

After the trigger, add action nodes to define what the workflow does. There are 78 action types:

Communication

Send messages across channels - email, SMS, voicemail drop, Facebook Messenger, Instagram DM. Send review requests, internal notifications, or Slack messages. Mark conversations as read or edit conversation properties.

CRM Actions

Update, create, find, or delete contacts. Assign contacts to users. Add or remove tags and notes. Adjust engagement scores. Create tasks. Enable or disable Do-Not-Disturb.

Pipeline Actions

Create, update, or remove opportunities. Find opportunities by criteria. Manage opportunity ownership and followers.

Logic and Flow

Control the path contacts take through the workflow:

Condition - Branch based on a single true/false evaluation (e.g., "Does email contain @gmail.com?")
If/Else multi-branch - Evaluate multiple conditions with separate paths for each
A/B split - Randomly distribute contacts between paths by percentage
Wait - Pause for a set duration (seconds, minutes, hours, days, or weeks)
Wait for reply - Pause until the contact responds, with an optional timeout
Wait for condition - Pause until a field value changes
Go To - Jump to another node in the workflow
Set variable - Store a value for use in later nodes

Data Operations

Transform data inline - math operations, text formatting, number formatting, and date/time formatting.

Integrations

Connect to external systems - fire webhooks, create invoices, send documents, charge via Stripe, or connect through Zapier.

Workflow Management

Enroll a contact in another workflow, remove from a workflow, or enroll in a campaign.

Conditions and Branching

Condition nodes let you send contacts down different paths based on their data.

What You Can Evaluate

Any contact field (name, email, phone, company, custom fields)
Engagement score
Lifecycle stage
Tags (has tag, does not have tag)

Available Operators

Category	Operators
Text	Equals, contains, starts with, ends with, is any of, is none of
Empty checks	Is empty, is not empty, is set, is not set
Numeric	Greater than, less than, greater/less than or equal
Date	Before, after, on or before, on or after

Branching

A condition node has two outputs: Yes (condition met) and No (condition not met). Connect each output to the next step for that path.

The multi-branch node lets you define multiple conditions, each with its own output path, plus a default path for contacts that match none.

A/B Testing

Split nodes randomly distribute contacts between paths based on percentages you define.

Add up to 5 variants
Set the percentage for each (must total 100%)
Use the Distribute Evenly button to auto-balance
The tracked variant tracks conversion so you can measure which path performs better

Delays and Waits

Node	What It Does
Wait	Pause for a fixed duration (e.g., 3 days, 2 hours)
Wait for reply	Pause until the contact responds on a specific channel, with an optional timeout
Wait for condition	Pause until a contact field changes to a specific value
Wait for link click	Pause until the contact clicks a link in a previously sent email
Wait for email event	Pause until an email is opened, clicked, or bounced

Enrollment and Settings

How Contacts Enter

Contacts are enrolled automatically when the trigger event occurs. You can also manually enroll a contact using the Enroll Contact button in the toolbar.

Workflow Settings

Click the gear icon in the toolbar to configure:

Re-entry - Whether the same contact can enter the workflow more than once
Time window - Restrict execution to specific hours and days of the week, in a specific timezone
Exit conditions - Automatically stop the workflow for a contact if they reply or unsubscribe
Communication defaults - Set the sender name, email address, and phone number for messages sent by this workflow

Testing a Workflow

Before publishing, test your workflow to verify the logic:

Click the test button (flask icon) in the toolbar
Select a contact
The workflow runs in test mode - no real messages are sent, but the execution is logged
Check the Execution Logs to see which path was taken and whether each step succeeded

Execution Logs

Click the execution logs button (scroll icon) to see a history of every workflow run.

Each entry shows:

Contact name
Status (running, completed, failed, cancelled)
Start time and duration
Current node (if still running)
Error details (if failed)

Expand an entry to see per-node results - which nodes executed, which were skipped, and how long each took.

Contact Path Highlighting

Click the eye icon in the toolbar and enter an execution ID to highlight the exact path a contact took through the workflow on the canvas. This helps you visualize branching and debug unexpected behavior.

Publishing

When your workflow is ready:

Click Publish in the toolbar
The workflow becomes Active - triggers fire and contacts enroll automatically
To pause temporarily, click Pause - new enrollments stop, but in-progress contacts continue
To deactivate, unpublish the workflow - it returns to Inactive status

Changes to an active workflow apply immediately. Contacts already mid-execution continue on the version they started with.

The chat widget is an embeddable live chat component you can add to your website. Visitors start conversations directly from your site, and those conversations flow into the unified inbox alongside SMS, email, and social messages.

Configuring Appearance

Navigate to Automation → Live Chat tab to customize the widget:

Brand color - Set the primary color for the chat bubble and header to match your website
Position - Choose whether the widget appears in the bottom-left or bottom-right corner
Welcome message - Write the greeting visitors see when they open the chat window
Avatar - Upload a photo or logo that displays in the chat header

Installation

After configuring the widget, copy the provided embed code snippet and paste it into your website's HTML, just before the closing </body> tag. The snippet loads asynchronously and does not affect page performance.

If your site uses a CMS or page builder, paste the snippet into the custom code or footer injection area.

How Conversations Flow In

When a visitor sends a message through the chat widget, a new conversation appears in the Conversations inbox with a live chat channel indicator. Your team can reply in real time from the inbox. If no one is online, the visitor sees an away message and can leave their contact information for follow-up.

Chat conversations support the same features as other channels - assignments, internal notes, snoozing, and SLA tracking all apply.

Summary

Capability	Detail
Triggers	61 event types across contacts, email, pipelines, forms, payments, appointments, and more
Actions	78 node types for communication, CRM, logic, data, and integrations
Branching	Single condition, multi-branch, and A/B split nodes
Delays	Fixed duration, wait for reply, wait for condition, wait for email event
Testing	Test mode with logged execution, contact path highlighting
Enrollment	Automatic via triggers or manual via toolbar button
Settings	Re-entry rules, time windows, exit conditions, sender defaults
Auto-save	Changes save automatically as you work

Workflows

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