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Overview

Workflows automate what happens when something occurs — for example, “when a contact joins via a form, wait a day, then send a follow-up.” You build them on a visual canvas by connecting a trigger (the event that starts the workflow) to actions (the steps that follow). Find them under Workflows in the sidebar (/workflows).
Time to complete: ~15 minutes  ·  Difficulty: Intermediate

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Build a workflow

1

Create a workflow

Click Create workflow. Start from a template or from scratch, then name it.
2

Add a trigger

Every workflow starts with a trigger — the event that begins the journey.
3

Add steps on the canvas

Open the node picker (the menu of steps you can add, grouped into Triggers, Tools, AI, Actions) and connect actions, conditions, and waits. Changes save automatically.
4

Validate and publish

Click Validate to check for issues, then Publish to make it live.

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Triggers

Start a workflow on any of these events:
Contact created · Tag added · Tag removed · Segment entered · Segment left · Form submitted (join link or web form) · New advertising lead (Google/Meta)
SMS delivered · SMS failed · Email delivered · Email opened · Email link clicked · Email bounced · Email unsubscribed
Booking created · Booking rescheduled · Booking cancelled · Booking completed · Booking no-show
On a schedule (hourly/daily/weekly/monthly or a custom schedule) · Webhook received (a unique web address another program can call to start the workflow) · Manual start (you run it yourself)

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Actions

Steps that do something for the contact:
  • Send SMS, Send email, Send booking link
  • Add tag / Remove tag
  • Add to segment / Remove from segment
  • Update custom field, Update stage
  • Notify team (in-app), Assign to member
  • Record conversion
  • Call webhook (send the run’s details to another program’s web address)

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AI steps

  • AI decide — ask a yes/no question and branch on the answer.
  • AI extract — pull specific details (such as a name or date) out of text.
  • AI summarize — condense text for later steps.

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Logic: conditions, branches, and waits

  • Check if — a condition with Yes / No paths (uses the same rules as segments).
  • Branch — multiple labeled conditions, first match wins, plus “Everyone else”.
  • A/B split — send contacts down different paths in the shares you choose.
  • Repeat for each — repeat steps for each item in a list.
  • Goal — continue when a goal is met (also records a conversion).
  • Wait — pause for a set time, until a date, or until something happens (contact replies, opens an email, or clicks a link), with an optional time limit for giving up.

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Runs and analytics

  • Runs (/workflows/:id/runs) — every time the workflow ran, with its status (Running, Waiting, Completed, Failed, Cancelled), outcome, and a step-by-step record. Export to CSV.
  • Analytics (/workflows/:id/analytics) — total runs, active now, completed, failed, success rate, conversions, a runs-over-time chart, and a step-by-step funnel showing how many contacts reach each step.

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Publishing and status

Workflows are Draft, Published, or Archived. Publish turns a workflow on; Unpublish returns it to Draft. Use the Test toggle to try a run without sending real messages.
A workflow that fails 10 runs in a row is automatically unpublished to protect your contacts — fix the issue and re-publish.

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FAQ

Not as a trigger. Use a Wait → until something happens → Contact replies step inside a workflow to react to replies.
No. Test mode only pretends to run steps that would send or change something, so no SMS or email goes out.
Yes. Use the Call webhook action to send run data to your system’s web address. Use the Webhook received trigger to start a workflow from an outside event.
Unpublish it (returns to Draft). Runs already in progress finish; no new runs start.

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Troubleshooting

Run Validate — the checklist shows what’s incomplete (for example, a step with missing settings or a missing connection). Fix those, then publish.
It hit 10 failed runs in a row. Open the Runs page to see the failure reason, fix the step, and re-publish.

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