Workflows

Workflows automate repetitive tasks and business processes. Build visual automation rules that trigger actions based on events and conditions.

Overview

The Workflow Builder lets you create automation rules using a visual drag-and-drop interface powered by React Flow. Workflows consist of interconnected nodes (trigger, condition, action, delay, branch) that execute asynchronously via a background job queue (pg-boss). Each workflow targets a specific module and supports versioning, execution logging, and status management.

Related Modules:

Settings - Workflow configuration
Tickets - Ticket automation with SLA triggers
Deals - Deal stage automation
Contacts - Contact lifecycle automation

Workflow Fields

Field	Description
Name	Workflow name
Description	What the workflow does
Status	Draft, Active, Paused, or Archived
Trigger Module	Which module this workflow triggers on
Current Version	Latest version number
Published Version	Version that is currently active
Created By	User who created the workflow

Workflow Status

Status	Description
Draft	Being built, not yet running
Active	Running and processing triggers
Paused	Temporarily stopped
Archived	No longer in use

Node Types

Workflows are built from five node types:

Node	Purpose	Description
Trigger	Start	What initiates the workflow
Condition	Decision	Branches based on field values
Action	Execute	What the workflow does
Delay	Wait	Pause before next step
Branch	Split	Fork into multiple paths (yes/no handles)

Each node stores its position on the React Flow canvas and a JSON configuration object with type-specific settings.

Trigger Modules

Workflows can target any of these modules:

Module	Example Use Case
Contact	New contact follow-up, status change alerts
Deal	Stage change notifications, won/lost actions
Account	Account update tracking
Contact	Contact assignment workflows
Project	Project status change automation
Price Offer	Offer expiry alerts
Ticket	SLA breach escalation, status routing
Appointment	Appointment reminder automation
Request	Request approval routing
Schedule	Time-based scheduled workflows

Trigger Types

Trigger	Description
Record Created	New record created in the target module
Record Updated	Any field value changed on a record
Status Changed	Record status transitions
Field Changed	A specific field value changes
Time Based	Run at specific times or on a schedule

Ticket-Specific Triggers

The ticket module supports additional event-based triggers:

Trigger	When It Fires
ticket_created	New ticket created
ticket_updated	Ticket fields modified
ticket_status_changed	Ticket status transitions
sla_warning	SLA metric approaching deadline (15 min)
sla_breached	SLA metric deadline passed

Condition Types

Conditions branch workflow logic based on:

Field equals value — exact match comparison
Field contains text — substring match
Field is empty / not empty — null checks
Field greater than / less than — numeric comparisons
Record type matches — entity type filter
Record owner is user — ownership check
Record in stage — pipeline stage filter

Conditions use source handles (“yes” or “no”) to route to different paths.

Action Types

Action	Description
Update Field	Change field values on the triggering record
Assign Owner	Change record ownership
Send Email	Send email notification
Create Task	Create a follow-up task activity
Create Activity	Create any activity type
Add Tag	Add a tag to the record
Remove Tag	Remove a tag from the record
Webhook	Call an external URL with event data
Create Ticket	Create a new support ticket
Create Appointment	Schedule a new appointment
Create Request	Submit a new internal request
Update Appointment	Modify an existing appointment

Ticket-Specific Actions

Action	Description
Update Ticket	Change ticket fields (status, priority, assignee)
Escalate Ticket	Escalate with priority bump, reassignment, and notification

Building Workflows

Creating a Workflow

Go to Settings > Workflows
Click New Workflow
Enter name and description
Select the trigger module
Add a Trigger node to the canvas
Connect Condition, Action, and Delay nodes
Configure each node
Save and activate

Visual Builder

The workflow builder uses React Flow:

Drag nodes from the panel to the canvas
Connect nodes by dragging edges between handles
Click nodes to open configuration panels
Branch nodes have “yes” and “no” output handles
Zoom and pan the canvas for complex workflows
Auto-layout arranges nodes for readability

Node Configuration

Trigger Node:

Event type (created, updated, status changed, field changed, time based)
Module (contact, deal, ticket, etc.)
Filter conditions

Condition Node:

Field to check
Operator (equals, contains, greater than, etc.)
Value to compare
Yes/No output paths

Action Node:

Action type (update field, send email, create task, etc.)
Target entity and field values
Email template selection

Delay Node:

Wait duration (minutes, hours, days)
Wait until specific time

Workflow Execution

How Workflows Run

A trigger event occurs (e.g., a contact is created)
The system checks for active workflows matching the module and event
A job is queued in pg-boss for async processing
The workflow engine traverses nodes following edges
Conditions evaluate and branch accordingly
Actions execute in sequence
Delays pause execution and resume later
An execution log records the result

Execution Logging

Each workflow run creates an execution record:

Field	Description
Trigger Type	What event started the run
Trigger Module	Which module triggered
Trigger Entity ID	The record that triggered execution
Trigger Data	JSON snapshot of the event data
Status	Running, Completed, Failed, or Cancelled
Error Message	Details if execution failed
Started At	When execution began
Completed At	When execution finished

Execution Steps

Individual node executions within a run are tracked:

Status	Description
Pending	Not yet reached
Running	Currently executing
Completed	Successfully finished
Failed	Error occurred
Skipped	Condition evaluated to false

Version History

Workflows support versioning:

Each save creates a new version with a snapshot of all nodes and edges
Current Version — the latest version being edited
Published Version — the version that is actively processing triggers
Revert — restore a previous version’s node/edge configuration
Compare changes between versions

Workflow Management

Viewing Workflows

The workflow list shows:

Workflow name and description
Status (draft/active/paused/archived)
Trigger module
Created by and date
Last execution time

Activating / Deactivating

Active — workflow runs on matching triggers
Paused — workflow stops processing but retains configuration
Archived — workflow is hidden from active list

Example Workflows

Contact Follow-up

Trigger: Contact Created (module: contact)
  ↓
Action: Create Task "Follow up with contact"
  ↓
Delay: 24 hours
  ↓
Condition: Contact status still "New"?
  ├── Yes → Action: Send reminder email
  └── No → End

Ticket SLA Escalation

Trigger: SLA Breached (module: ticket)
  ↓
Action: Escalate Ticket (bump priority, reassign to manager)
  ↓
Action: Send Email to team lead

Deal Won Notification

Trigger: Status Changed to "Won" (module: deal)
  ↓
Action: Send Email to manager
  ↓
Action: Create Task "Prepare onboarding"
  ↓
Action: Add Tag "closed-won"

Best Practices

Start simple — build basic workflows first, add complexity later
Test before activating — verify logic in draft mode
Use conditions — prevent unwanted actions with proper branching
Add delays wisely — avoid spamming with immediate actions
Monitor executions — check execution logs for errors
Name clearly — use descriptive names for workflows and nodes
Version carefully — publish only tested versions

See Also:

Settings - Workflow configuration
Tickets - Ticket automation and SLA triggers
Contacts - Contact lifecycle automation
Deals - Deal stage automation
Notifications - Workflow error notifications