Workflows let you send automatically sequences of emails and actions to contacts or accounts based on their behavior. For example you can create a workflow to: 

  • Send series of emails to drive new signups to use key features

  • Send an email to key contacts when account adoption declined

  • Create task in your CRM and notify team in Slack when an upsell opportunity is detected based on customer behavior

  • etc...  

Only admins can create and edit workflows.

Step 1: Create a new workflow

Visit the "Automation" module, select "Workflow" and click on "New workflow" button on the top-right of the screen.

Step 2: Give your workflow a name and a description

Step 3: Select a trigger

Select an entity type

Choose to target contacts or accounts. 

Select a trigger type

  • When contacts/accounts enter or leave a segment

  • When contacts/accounts enter or leave a stage

  • When contacts/accounts health declined or progressed 

  • When contacts/accounts (any contact within the account) perform an event

Select a trigger

Based on the trigger type, select a trigger (segment, stage, etc..). 

You can also add an additional filter to block specific contacts/accounts to trigger the workflow. Ex: Trigger workflow when accounts enter the stage "Onboard" but only when current plan is "Starter".

Step 4: Define actions 

Add steps of actions

Click on "Step" to add a new step. 

Then insert actions in steps:

  • Email

  • HTML email

  • Slack notification: receive a message on a public channel or DM

  • Owner attribution: assign owner

  • Team notification: send an email to the owner of the contact/account or all admins if no owner

  • Webhook: send the contact/account data to a specified URL. Use this action with Zapier to create actions in more than 200+ services (ex: create a trello card)

Add delay between steps

Use delays to wait hours or days before to create a step of actions.

Every delay is calculated from the moment the contact/account moved out of the previous step. For example, if you want an email to be sent 2 days after the contact triggers the workflow, and a Slack notification 5 days after the contact triggers the workflow, the workflow will look like this:

  • Delay 2 days

  • Step: send email

  • Delay 3 days

  • Step: slack notification

If there’s no delay before a step, all actions are sent immediately.

Add step and delay conditions

Add conditions on step or delay to create them only when contact/account conditions are met. For example if you would like to activate a new user to use a feature with a sequence of several emails, the workflow might look like this:

  • Step 1: send email "How to use feature A"

  • Delay 5 days 

  • Step 2 (condition: only if contact never used feature): send email "Use feature A to grow your business"  

Moving actions, steps and delays

Drag and drop actions on their step (you can not move an action from a step to another) and steps/delay to re-organise your workflow.

Define exit conditions

Unlike trigger condition, exit conditions get evaluated when a contact/account moves to the next step or delay in the workflow. Exit conditions helps you exclude contacts/accounts who meet specific conditions (did actions or attribute changes) after a certain delay passed.

For example, if you’re setting up a workflow of 3 emails encouraging users to subscribe, you want to prevent contacts from receiving the second email or third email if their account status changed to "paid". You do this by adding an exit condition: if "current plan is not free".

Step 5: Enable the workflow to make it live!

Once the workflow is live, contact/accounts that met the trigger conditions will trigger the workflow.

Important: only contacts/accounts that met the trigger condition after the creation of workflow will trigger the workflow. Example: if the trigger condition is a segment entry, only contacts/accounts that enter the segment after the date of the workflow creation will trigger it. We are working on a way to send contacts/accounts to workflow in bulk. Stay tuned!

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