Automations (also called workflows) let the hub do repetitive work for you: send a welcome email when someone joins, notify you when a lead books a call, or add a tag when a client buys a course. You set it up once and it runs on its own every time the event happens.
How a workflow works
Every workflow has three parts:
Trigger: the event that starts the workflow, such as a new contact being created, a form being submitted, or an appointment being booked. A workflow can have more than one trigger, so contacts can enter from different sources.
Filters (optional): extra conditions on the trigger so the workflow only runs in specific cases, for example only for one calendar or one form.
Actions: what happens after the trigger fires, such as sending an email or SMS, adding a tag, creating a task, or moving a contact to a pipeline stage.
You can also add If/Else steps to send contacts down different paths based on conditions, and you can connect one workflow to another to build longer sequences.
Before you start
Decide what event should start the workflow and what you want to happen afterwards. Writing it out in one sentence helps: "When someone books a discovery call, send them a confirmation email and tag them Lead."
If your actions use an email template, create it first under Email & Social Media.
If you plan to send SMS to US contacts, note that SMS in the hub requires A2P 10DLC registration, which needs an enterprise-level upgrade. Email [email protected] to request it before relying on SMS steps.
Create your first workflow
In the left menu, click Automations.
Choose how you want to begin. You can Browse Templates (start from a pre-built workflow and adjust it), or Create Workflow (start from a blank canvas).
Give the workflow a clear name so you can find it later.
Click Add New Trigger and pick the event that should start the workflow.
Add any filters you need, then save the trigger.
Click Add Action and choose what should happen next. Fill in the details for that action (for example, pick the email template or type the SMS message), then save.
Repeat step 6 for each additional step. Add an If/Else step if different contacts should get different paths.
When everything is in place, switch the workflow from draft to Publish. The workflow only runs for real contacts once it is published and the trigger conditions are met.
You can come back and change triggers, filters, or actions at any time.
Tips
Keep the first workflow small: one trigger and two or three actions. Add more once you have seen it run.
Use filters so the workflow only runs when it should. Without them, a broad trigger like "Contact Created" may fire more often than you expect.
Give actions descriptive names, such as "Send welcome email", so the workflow is easy to read later.
Troubleshooting
The workflow is not running: test with a brand-new contact that has never entered the workflow before. Contacts that have already been through it may be blocked by the re-entry setting.
Only some contacts get in: review the trigger filters and confirm the contact meets every condition.
The same contact needs to enter more than once: check the workflow's re-entry settings and allow re-entry.
It works in test mode but not for live contacts: confirm the live event actually matches the trigger and filters you set.
A step was skipped or failed: open the workflow's execution and error logs to see which step had a problem and why.
If you need to contact support, have the workflow name, the affected contact, and the approximate time you tested ready. It makes the fix much faster.
Still stuck? Open the chat widget in the hub and our support team will help.