Set up the follow-ups your team should not have to remember.

What Workflow does

Anyone tired of doing the same follow-up by hand.

• Start from the library

  Dozens of ready-made workflows by area: route tickets, chase invoices, welcome new clients.

  • 82 ready-made workflows filed by area: tickets, clients and leads, deals and estimates, billing, projects, work, assets, bookings, HR, forms and campaigns
  • A recommended set you can add in one go, switched off until you have looked
  • Switch one on and it starts working; Customize opens a copy on the map to change first

• Build your own

  Draw a workflow on a map: a trigger, the conditions it checks and the actions it takes.

  • Entry rules: once ever, again after the last run finishes, or every time
  • Nested all / any condition groups, such as an active client on plan A or plan B
  • Conditions on status, owner, dates, tags, segments, service plan, balance owed and custom fields

• Waits and branches

  Wait a day, check again, take a different path if nothing changed.

  • Wait for a time, a date, a weekday, business hours or a date on the record
  • Wait until a condition matches, with a timeout
  • If / else, Branch with up to six paths, and Split across two to four weighted paths
  • Goal steps that wait for something to happen on the record

• Across every module

  Tickets, deals, invoices, leads, HR and more can start a workflow.

  • Tickets: created, replied, idle, unassigned, reopened, SLA due soon or breached, satisfaction rating
  • Sales and billing: deal stage or idle, estimate expiring, invoice due or overdue, payment received
  • Clients, tasks, time, projects, bookings, forms, campaigns, stock levels, warranties and HR events
  • Only the modules you have switched on appear in the editor

• Actions that do the work

  The steps a workflow can take on your records.

  • Send an email, reply on a ticket, notify people or post to a chat channel
  • Create tasks, deals, leads, tickets and draft invoices (never sent without review)
  • Assign tickets round-robin, to the least busy person or by staff skills; escalate to the assignee's manager
  • Change stages, priority, tags, owners and follow-up dates; start or stop other workflows

• Webhooks

  Send events to other systems, or start a workflow when they call in.

  • Outgoing: call a webhook as a step in any workflow
  • Incoming: each workflow gets its own secret address for tools such as Zapier, Make or a website form
  • Incoming calls are limited to 60 a minute and must be allowed in settings first

• Schedules and manual enrolment

  Not everything starts with an event.

  • Run on a schedule with no record attached, for team emails, tasks and reports
  • Add records by hand from Runs
  • Scans can enrol records that already match when you switch a workflow on, after showing you the count

• A record of every run

  See what ran, when and why.

  • Test: a dry run showing each decision and intended action
  • Runs: each record's path, step results and any errors
  • Stats on the map, and folders to switch whole groups on or off

• Simple rules too

  Classic when-this-then-that rules for one-step automations.

  • Event, conditions (all or any) and one action
  • Kept in settings, alongside the visual builder for longer processes

Go deeper

• Workflow BuilderA visual map for multi-step automations: triggers, conditions, waits, branches, actions and goals, with dry-run testing and a record of every run.Read more →
• Ready-made libraryA library of ready-made workflows for tickets, sales, billing, projects, assets, bookings, HR and marketing, each one switched on in a click or customised first.Read more →

Works with the rest of CRM-NG

• Service Desk

  Ticket events start workflows, and workflows can assign, prioritise, tag, reply to and escalate tickets.

• Sales

  Lead, deal and estimate events start workflows, which can create leads and deals, move stages and turn an accepted estimate into a draft invoice.

• Marketing

  Form submissions, campaign clicks, unsubscribes and segment changes can start a workflow, such as a nurture series or a sales call task.

• Live Notifications

  Adds the Notify people and Post to a chat channel actions, so any workflow can alert a person on the bell and by email, or a Slack or Teams channel.