Workflow Builder: Triggers, Actions & Settings

This guide covers the building blocks you'll use most inside the workflow builder.

Choosing a trigger

Triggers are grouped by type. The ones a CPR-training business uses most:

• Contact triggers: Contact Created, Contact Tag added/removed, Birthday.
• Appointment triggers: Appointment booked, status changed, or reminder due.
• Form/Survey triggers: Form Submitted, Survey Submitted, Quiz Submitted.
• Conversation triggers: Customer Replied, Inbound Webhook.
• Payment triggers: Invoice paid, Order/Subscription events.

Each trigger has filters so it only fires in the right conditions (for example, only when a tag equals "CPR-Adult").

Adding actions

• Communication: Send Email, Send SMS, Send Voicemail, internal notification.
• CRM: Add/Remove Tag, Update Contact Field, Assign to User, Add to/Remove from Workflow.
• Sales: Create/Update Opportunity, Send Invoice.
• Logic: If/Else branches, Wait steps, Goal events, and Math/Custom Code (advanced).

Wait steps and timing

Use a Wait action to pause between steps — wait a set time, wait until a specific time of day, or wait for an event (such as an email open). This is how you build natural follow-up sequences instead of sending everything at once.

If/Else branches

Branches split the workflow based on conditions. For example: if the contact replied "YES," send the booking link; otherwise, wait two days and follow up again.

Notes and organization

Add workflow notes, action notes, and sticky notes to document what each part does — useful when several people maintain the same workflows.

Publishing and stats

Toggle the workflow Publish switch on to make it live. Use the workflow's stats view to see how many contacts entered, where they are, and how each step performed, so you can spot drop-off and refine.