Section 10 : Automation & Workflows

I. Creating workflows

To create a workflow:

Go to Automations > Create Workflow.

Choose a trigger, such as a form submission or a new contact being added.

Add actions, such as sending emails, updating CRM fields, or assigning tasks.

Save and activate your workflow.

II. Using pre-built automation templates

To speed up workflow creation, use pre-built templates:

Go to the left menu and click on: Automation > Workflows

Click on the "Create Workflow" button (top right)

You’ll see a popup with several options:

✅ Select a Recipe ← (this is where pre-built automations live)*

Start from Scratch

Vehicles Based Workflow (Beta)

Real Estate Based Workflow (Beta)

4. Click on “Select a Recipe”

→ This opens the library of templates categorized by use case (e.g., appointment reminders, lead nurture, follow-ups, missed call texts, etc.)


III. Branching workflows

How to create Branching Workflows:

Go to Automation > Workflows
Click “Create Workflow” or open an existing one.

Add a Trigger
Example: “Form Submitted” or “Tag Added”

Click “+” to add a step
Select “If/Else” from the list of actions

Set your Condition
Examples:

If contact has a specific tag

If contact email contains "@gmail.com"

If custom field = "Yes"

If appointment status is "No-show"

You’ll now see two paths:
Yes branch → If the condition is met

No branch → If the condition is not* met

Add different actions to each path
You can send different emails, assign to different teams, or even apply tags depending on the branch.

If you're not seeing "If/Else" in your Growth workflow builder, here are the possible reasons and how to fix it:

Make sure you’re inside the Workflow Editor

Go to: Automation > Workflows

Click on an existing workflow or click “Create Workflow” > Start from Scratch

Inside the workflow builder, click the “+” button to add a new step

Search for "If/Else" in the Action List
When you click “+”, a menu pops up to choose an action

In the search bar, type "If/Else"

You should see:

> 🔹 If/Else — (Create conditional branching)

If it still doesn’t show:

Your user role might not have full access added.

Some roles or sub-accounts** may be restricted by permissions.

Go to Settings > My Staff > (your user) > Permissions

Check if “Automations” and “Advanced Workflow Features” are enabled

Are you using a Workflow Recipe that hides this by default?

Some pre-built templates come with limited steps. Try this:

Create a new workflow:

> Create Workflow > Start from Scratch

Then click the “+” to add a step

Search for “If/Else”

IV. User behavior triggers

Go to Automation > Workflows
From the left-hand menu, click Automation

Then select Workflows

Create a New Workflow (or open an existing one)
Click “Create Workflow”

Choose Start from Scratch (or select a recipe)


Add a Trigger
At the top of the workflow builder, click “Add Trigger”

In the trigger library, scroll or search for a behaviour-based trigger, like:

Trigger Name	What It Tracks
Form Submitted	A user fills out and submits a form
Survey Submitted	A user completes a survey
Appointment Scheduled	A user books an appointment
Customer Replied	User replies to an SMS or email
Call Status	Tracks completed or missed phone calls
Email Opened	User opens an email
Email Link Clicked	User clicks a link in an email
Tag Added	A tag is applied to a contact

A tag is applied to a contact

Select your trigger and click "Save Trigger"

Add Workflow Actions

Now that your workflow knows when to start, you add steps such as:

Send SMS or email

Add tags

Assign to a pipeline or user

Create delay/wait steps

Conditional branches (If/Else)

Click the “+” button in the flow to add these.

Publish the Workflow

Once your steps are in place:

Click “Save”

Then click “Publish” (top right)

Updated on: 19/05/2025