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# Section 10 : Automation & Workflows

**I. Creating workflows**

To create a workflow:

1. Go to **Automations > Create Workflow**.
    
2. Choose a trigger, such as a form submission or a new contact being added.
    
3. Add actions, such as sending emails, updating CRM fields, or assigning tasks.
    
4. Save and activate your workflow.
![](https://storage.crisp.chat/users/helpdesk/website/-/f/2/4/f/f24f524e0b327000/screen-shot-2025-05-19-at-4132_1ecsjuo.png)
**II. Using pre-built automation templates**

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

1. **Go to** the **left menu** and click on:  **Automation > Workflows**
  
2. Click on the **"Create Workflow"** button (top right)
  
3. 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)

![](https://storage.crisp.chat/users/helpdesk/website/-/f/2/4/f/f24f524e0b327000/screen-shot-2025-05-19-at-4153_15hz15d.png)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.)
![](https://storage.crisp.chat/users/helpdesk/website/-/f/2/4/f/f24f524e0b327000/screen-shot-2025-05-13-at-5013_enj9eq.png)

 **III. Branching workflows**

How to create **Branching Workflows**:

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

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

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

4. 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"

5. You’ll now see two paths:
* **Yes** branch → If the condition is met
    
* **No** branch → If the condition is *not* met

6. 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**:

1. 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

2. 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:

3. 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

4. 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**

1. Go to **Automation > Workflows**
* From the left-hand menu, click **Automation**
    
* Then select **Workflows**

2. Create a New Workflow (or open an existing one)
* Click **“Create Workflow”**
    
* Choose **Start from Scratch** (or select a recipe)

* *
3. 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"**

4. 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.

5. Publish the Workflow

Once your steps are in place:

* Click **“Save”**
    
* Then click **“Publish”** (top right)

**