A workflow is a sequence of triggers, processes, and actions that runs automatically when a contact meets a condition.

Overview   

This doc covers:

• Creating a workflow from a template or starting from scratch

• Naming, editing, and applying filters

• The Workflow Builder canvas, components panel, and toolbar

• Reading and resolving errors in the error panel

• Launching, pausing, and relaunching workflows

• Tracing a contact's path through an active workflow

• Removing a contact from a workflow

• Other errors you may run into

Creating a workflow   

You'll find Workflows in the left sidebar. Click it to open the Workflows module, then click + Create New to start a new one.

You have two ways to create a workflow: pick a pre-built template, or build it from scratch.

Starting from a template   

The template gallery opens by default. Templates are pre-built workflows with the triggers, processes, and actions already laid out. You just plug in your own list, campaign, and timing.

Templates are grouped by purpose at the top of the page. You can also filter by channel using the Channels dropdown in the top right. Pick Email, SMS, or WhatsApp to narrow the gallery to templates that use that channel.

To use a template, click the card. The workflow opens in the builder with all the components in place. You'll still need to configure each one (pick the actual list, choose the campaign, set the wait time), but you don't have to wire the structure yourself.

Idea: If a template is close to what you want but not exact, open it anyway. You can add, remove, or rearrange components in the builder. Editing an existing template is usually faster than building from scratch.

Starting from scratch   

If none of the templates fit, click Start From Scratch in the top-right. This opens an empty canvas with no components placed. You'll add the trigger first, then drag in processes and actions to build the flow.

Use this option when your trigger or sequence is unusual, or when you want full control over the structure.

To leave the workflow canvas, click the X in the top-right corner.

Naming and editing the workflow   

Every new workflow opens with a default name. Click the pencil icon next to the name at the top of the builder to rename it.

You can rename a workflow at any point, including after it's launched.

You can also add a description for reference.

Inside the Workflow Builder   

The builder is where you design the workflow visually. It has four main parts: the canvas, the components panel, the top toolbar, and the mini-map.

The canvas   

The canvas is the dotted area that takes up most of the screen.

You can pan around by scrolling through the canvas.

In the top-right of the canvas, you'll find undo and redo arrows for stepping back through changes you've made.

The components panel   

The components panel sits on the left edge of the canvas. It lists every building block you can add, organized into three sections you can expand or collapse:

• Trigger

• Process 

• Action

To collapse the panel and free up canvas space, click the small arrow on the panel's right edge. Click it again to expand.

The top toolbar   

The toolbar runs across the top of the builder and gives you everything you need to manage the workflow as a whole.

From left to right:

• Workflow name - Click the pencil to rename.

• Errors - A red button showing the number of unresolved errors. Click it to open the error panel.

• Refresh - Refreshes the workflow so that you can see the latest version.

• Launch button - Launches the workflow once it's valid.

• More - Contains:
  

Exit criteria settings

Clone - Makes a copy of the workflow.

Delete - Deletes the workflow permanently.

• Close (X) - Exits the builder. Your changes are saved automatically as you work.

Alert: Deleting a workflow cannot be undone. The workflow, its components, and any reports tied to it are gone permanently. Active workflows must be paused before they can be deleted.

The mini-map   

The mini-map sits in the bottom-right corner of the canvas.

This is most useful when your workflow has grown beyond what fits on screen at once.

Setting exit criteria   

Exit criteria let you define conditions that pull a contact out of the workflow before it finishes.

To set exit criteria, click the Settings icon in the top toolbar. The Exit Criteria Configuration dialog opens.

1. Under Group 1, click Choose a field to pick what you want to evaluate. Fields are organized into categories and you can also search for a field.

2. In the Select dropdown next to it, pick the operator and value.

3. To add another condition within the same group, add it to Group 1.

4. To delete a condition, click on the Delete icon next to the condition.

5. To add a new group with its own conditions, click + Add A Group.

6. Click Save to apply, or Cancel to close.

A contact who matches any of the saved exit criteria will leave the workflow at the next evaluation point.

Errors in the builder   

Every time you make a change in the builder, the workflow is checked for problems. The number of unresolved errors shows up in the red Errors button at the top. You can't launch a workflow until that count is zero.

Click the Errors button to open the error panel. Each error either calls out a specific component by name, or flags a workflow-level issue. Here's what each one means and how to clear it.

Add a trigger to start this workflow  

A workflow can't launch without a trigger. This error shows up when the canvas has processes or actions on it but no trigger component.

Drag any trigger from the Trigger section of the components panel onto the canvas and connect it to the first step.

Add at least one action before launching  

The workflow has a trigger (and maybe processes) but nothing that actually does something for the contact. A workflow with no action has no effect.

Add an action from the Action section of the components panel.

[Component] is not configured  

The component is on the canvas but you haven't filled in its required settings. For example, an Added To List trigger that hasn't been pointed at a specific list.

To fix it, click the component and complete its configuration in the side panel that opens.

[Component] has invalid configuration  

The component has been configured, but something in its settings is no longer valid. This usually means a field reference or condition value is malformed.

Open the component and review it.

[Component] is not ready to activate  

This means that the component looks configured on the surface, but something inside still isn't ready. Often this is an email, or WhatsApp campaign that is still under review.

[Component] has no incoming connection  

The component is sitting on the canvas but nothing feeds into it. A trigger doesn't need one, but processes and actions do.

Drag a connector from the previous step into this component. If the component shouldn't be there at all, delete it.

[Component] has no outgoing connection  

The component runs, but the workflow has nowhere to go from there. This is most common on components with multiple output paths like Multi-way Split or a Yes/No condition, where one or more branches haven't been connected yet.

Connect every output to a next step.

[Component] is not available on your current plan  

You added a component that requires a higher plan tier. The component is flagged on the canvas and in the error panel.

Either remove the component and use an alternative your plan supports, or upgrade your plan.

Launching a workflow  

Once the error count is zero, you will be able to launch the workflow. Click Launch.

The workflow goes live and starts evaluating contacts immediately. Anyone who meets the trigger condition from this moment forward enters the workflow.

After launch, you automatically exit the builder and land on the workflow's detail page.

The workflow lifecycle: Draft, Active, Paused  

A workflow is always in one of three states:

• Draft. Not yet launched. You can edit anything freely. Contacts don't enter.

• Active. Live. Contacts enter and move through it based on the trigger and your configuration.

• Paused. Was active but is currently paused. Contacts already in the workflow stay where they are. New contacts don't enter. You can resume by relaunching.

The status appears below the workflow name on the detail page, with a colored dot (green for Active, amber for Paused).

Pausing an active workflow  

On the detail page of an active workflow, click Pause in the top-right.

The workflow stops accepting new contacts. Contacts who were already inside it freeze at their current step. Their progress is saved, so when you relaunch, they pick up where they left off.

Editing an active workflow  

Click Edit on the detail page to reopen the builder. While you're editing, the live workflow continues to run with its previous configuration. Your changes only take effect when you relaunch.

What you can do in edit mode depends on the type of component:

• Existing trigger components. Locked. You can't edit, clone, or delete a trigger once the workflow has been launched. The trigger is what every contact in the workflow entered through, so changing it would break their enrollment history.

• Existing process and action components. Fully editable. You can open them to change their configuration, clone them, or delete them.

• New components. You can add new triggers, processes, and actions anywhere on the canvas. New triggers don't replace the original one, they add another way for contacts to enter.

As you make changes, the builder re-runs its validation checks. A new set of errors may appear in the error panel based on your configuration. You won't be able to relaunch until every error is cleared.

When you save changes to a previously launched workflow, the Launch button is replaced with Relaunch. Click it to push your edits live.

Warning: Relaunching applies your edits to the live workflow immediately. Depending on what you changed, contacts who are currently mid-workflow may move through the new steps instead of the original ones. Review your changes carefully before relaunching.

Cloning or deleting a workflow  

Click the three-dot menu at the top-right of the detail page (or in the builder) for two options:

• Clone. Creates a copy in Draft state. Useful when you want to test a variant without touching the original.

• Delete. Removes the workflow permanently. Available only when the workflow is in Draft or Paused state.  

Monitoring an active workflow  

The detail page of a launched workflow has five tabs: Workflow, Reports, Contacts, and Associations.

Workflow tab  

The Workflow tab shows the live canvas with every component from the launched workflow. Each component card displays three counters along the bottom:

• Entered

• Exited

• Ignored

• A view configuration icon in the top-right of the card. Click it to open the component's configuration in read-only form, so you can see exactly how it was set up without leaving the tab.

• A preview icon that lets you preview the email, SMS or WhatsApp content. This icon only appears in the Send Email, Send SMS and Send WhatsApp action components after the content is configured.
  

• A campaign reports icon that lets you see the reports for the campaigns. This icon only appears in the Send Email, Send SMS and Send WhatsApp action components

Tracing a contact's path  

The Trace Contact Path panel sits on the left side of the canvas. Use it to see exactly what happened to a specific contact in this workflow.

1. In the panel, enter the contact's email address in the field at the top.

2. Click View Path. The canvas highlights the route the contact took, and the panel expands to show:

• Contact details. Trigger type that brought them in, trigger time, current stage, last execution time, and total time in workflow.

• View timeline. A chronological list of every component the contact passed through, with a timestamp for each step.

This is the fastest way to debug "why didn't this person get the email" questions. The timeline tells you exactly where they are and how they got there.

To clear the trace and look up someone else, click Clear in the panel.

Removing a contact from the workflow  

Sometimes you need to pull a specific contact out of an active workflow. Maybe they replied directly, maybe they shouldn't have been enrolled, maybe they unsubscribed.

After tracing the contact's path, click Remove contact from this workflow in the trace panel.

The contact exits the workflow immediately and won't pass through any further components. They stay in your contact database and can be enrolled in other workflows normally.

Alert: Removing a contact from a workflow is permanent. They won't re-enter unless they trigger the workflow again from the beginning. If you remove them and want them back in, you'll need to either re-trigger the event or use a different workflow.

Reports tab  

The Reports tab surfaces the overall performance of the workflow. Use it for a top-down view when you want a snapshot of how the workflow is performing as a whole, rather than drilling into a single contact or component.

Learn more about workflow reports here.

Contacts tab  

The Contacts tab lists contacts who have interacted with the workflow, so you can pull a list of contacts at a particular stage.

The top of the tab has three controls:

• A status dropdown in the top-left (defaults to Entered).

• A date filter dropdown in the top-right (defaults to Entire Duration).

• A Customize field display icon on the rightmost column header, where you pick which columns appear in the table.

Filtering by contact status  

Use the status dropdown in the top-left to switch between four lists:

• Entered. Every contact who has started the workflow, regardless of where they are now.

• Completed. Contacts who have reached the end of the workflow.

• Goal Achieved. Contacts who matched the goal condition configured for the workflow and exited because of it.

• Re-Enrolled. Contacts who left the workflow and then re-entered it, either by triggering it again or by being re-added to the triggering list or segment.

Only one status is shown at a time. The table refreshes when you switch.

You can also view the total number of contacts that are there in each view, by clicking on View Total Count.

Filtering by date  

Use the date filter dropdown in the top-right to narrow the view to a specific window:

• Today

• Yesterday

• This week

• Entire duration

• Custom range

Customizing the columns  

By default, the table shows Contact Email, Mobile, First Name, Contact Score, Job Title, Linkedin Handle, Phone, and Last Name. If you need different fields or a different order, click the Customize field display icon on the right of the column header row.

A side panel opens with a checkbox list of every available field. Use it to:

• Show or hide a field. Check or uncheck the box next to its name.

• Reorder the columns. Drag the handle on the left of a row to move a field up or down. The order in the panel matches the order in the table.

• Search. Use the search field at the top if you're looking for a specific field in a long list.

Some fields are locked on by default because they identify the contact (like Contact Email and Mobile) and can't be hidden.

Click Save to apply your changes, or Cancel to close the panel without saving.

Associations tab  

The Associations tab shows every campaign the workflow has sent, grouped by channel. This is the fastest way to see the sending history of a workflow without hopping back into the Campaigns module.

At the top, three pills let you switch channels:

• Email

• SMS

• WhatsApp

Use the duration dropdown in the top-right to change the time window.

The table lists each campaign with:

• Campaign Name. The campaign title, with the send timestamp and sender name on the line below.

• Sent. Total contacts the campaign was sent to from this workflow.

• Delivered. Delivered count and percentage.

• Opened. Open count and percentage.

• Clicked. Click count and percentage.

• CTOR. Click-to-open rate, measuring how many of the people who opened the campaign also clicked something.

Other errors  

These errors don't show up in the in-builder error panel. You'll see them at launch, while editing, or when something referenced by the workflow has changed.

"This workflow cannot be activated"  

The workflow is already active. This usually happens when you click Launch in one tab and it's already been launched in another. Refresh the page to see the current status.

"The workflow is currently being prepared, please try again shortly"  

The system is still finalizing the launch in the background. Wait a few seconds and retry.

Configuration errors at launch  

If a campaign, list, sender address, or field used in the workflow gets deleted somewhere else (in another tab, or by another user), launching will fail with a specific message:

• "The selected email campaign has been deleted." Open the Send Email component and pick a different campaign, or recreate the deleted one.

• "Selected WhatsApp Campaign is deleted." Same fix, in the WhatsApp Action component.

• "Selected SMS Campaign is deleted." Same fix, in the SMS component.

• "The selected list was deleted." Open the trigger or any component referencing the list and pick a different one.

• "The sender address was deleted." Go to Settings → Sender Management, verify a new address, then re-pick it in the email component.

• "Selected field deleted." A custom field referenced in a condition or merge tag was removed. Open the affected component and pick a different field.

• "Selected date field expired." The date in the field is in the past. Pick a future date field, or update the contact records so the date is upcoming.

In all of these, the underlying cause is the same: something the workflow needs no longer exists. The fix is to either restore the missing item or point the component at a replacement.

Concurrent editing errors  

If two people (or two browser tabs) edit the same workflow at the same time, you may see errors like:

• "Selected path is not configured."

• "Source component is already connected."

• "Target component is already connected, can't have multiple connection."

• "Invalid source item."

• Connection-related errors when trying to add or remove a link.

These mean someone else changed the workflow between when your tab loaded and when you tried to save. Refresh the builder to get the latest version, then redo your change.

Idea: To avoid concurrent edit errors, agree on who's editing a workflow at any given time, especially for complex flows. The builder doesn't lock workflows, so two people working in parallel will produce conflicts.

"Only one Open Trigger allowed"  

A workflow can only have a single Open Trigger. If you try to add a second one, you'll be blocked. Use a different trigger type for the second entry point, or split your logic into two workflows.

Workflow not found  

If you land on a workflow URL and see a generic "no such entity" error, the workflow has been deleted, or the link points to an ID that doesn't exist in your account. Go back to the Workflows module and pick from the list.