How do automations (workflows) work? The complete guide
An automation is a rule that says: “When this happens, and if this is true, do this.” It runs on its own around the clock: it sends messages, updates fields, creates tasks, and asks for approvals. This page is a map of every feature in it.
Before you start · for owners and managersAt least permission to view workflows
- You need: At least permission to view workflows
How it works
You open automations from Settings → WorkFlow Builder. Each automation shows as a Map (or a Story): the trigger at the top, then the steps and paths below it, with each step’s settings in a side panel.
The parts of every automation
Triggers: when does the automation start?
Actions: what does the automation do?
The short reference is in Automation actions: everything an automation can do. Each action has its own guide:
The steps that control the path
Conditions and variables
Conditions and their operators, including relative dates and the message language, are in Conditions: operators, relative dates, messages and language. To insert record data into messages, use variables such as {{name}}; the full list is in Variables: put record data in messages and fields.
Settings
Every automation has Settings that really work: Run each record only once, Stop when the goal is reached, and When a run fails, tell…. You can also turn off a single step without deleting it.
An automation’s life cycle
References
Every number and limit is in Every automation limit in one place, how executions are counted against your plan is in How automation executions count against your plan, and every error message and its fix is in Why didn’t my automation run? Every error and its fix.
Important rules behind the scenes
Changes an automation writes don’t trigger another automation. This prevents endless loops. To link two automations, use the Start another workflow step.
Every new automation starts as a Draft, and sends nothing until you turn it on.
Dates in conditions are read in the workspace’s time zone, except with On a schedule and Before or after a date, which have their own time zone.
A real example
New clients from ads sometimes waited two days before the first call.
- The trigger: A field stays the same for a while, with the stage staying “New” for 8 hours of the record owner’s working hours.
- The action: notify the assignee on their phone and create a “Call now” task.
- The setting: Run each record only once.
No client waits more than a working day for a call anymore.