Build and monitor a CRM automation

Understand workflow status

• Draft workflows can be edited and tested without accepting automatic events.
• Published workflows can respond to matching supported events and can be used for customer or segment enrollment.
• Paused workflows remain saved but should not accept new automatic enrollments.
• Enrollment History tracks bulk enrollment jobs; Execution Logs shows each customer run and its step results.

Build the workflow

1. 1

   Open CRM → Automation → Builder and create a workflow.

2. 2

   Choose one trigger, such as customer created, customer updated, tag added, segment joined, booking confirmed, payment received, waiver activity, or supported email engagement.

3. 3

   Add supported actions such as Send email, Add tag, Remove tag, Update contact, or Create internal note.

4. 4

   Use If / else to branch on a built-in or custom customer field.

5. 5

   Use Wait to resume the remaining steps later through the automation queue.

6. 6

   Configure every selected node and save the draft.

Test before publishing

1. 1

   Choose Test workflow.

2. 2

   Use the selected test customer or the most recent eligible CRM contact.

3. 3

   Review each dry-run step and correct skipped or failed configuration.

4. 4

   Confirm the email template, merge fields, condition values, tags, and wait duration.

5. 5

   Publish only after the test result matches the intended customer journey.

Enroll customers safely

You can enroll a single customer, the current selection, or a segment where that action is offered. Large segment enrollments run as queued jobs rather than keeping the browser open.

• Refresh the segment count before enrollment.
• Confirm the workflow is published and contains at least one action.
• Review Enrollment History for targeted, processed, succeeded, failed, and last-error counts.
• Completed with errors means the job finished but at least one customer run failed or was rejected.

Use only supported actions

Email, tag changes, allowed customer-field updates, internal notes, conditions, and durable waits are implemented by the current automation engine.

• Send SMS is skipped while the platform remains in the email-only automation phase.
• Notify team and Create task are not implemented yet.
• A skipped step is recorded in the run; it should not be treated as a successful action.