Kaizen 215 - Workflow APIs - Part 3
Welcome back to another week of Kaizen!
Over the last couple of weeks, we’ve joined Zylker Cloud Services as they review and improve their workflows. In Part 1, we discovered and audited their sprawling workflow landscape. In Part 2, we learned how to use the Configuration API to understand valid triggers and actions, preventing errors before they happen.
Now, it is time to take action. Zylker has identified the "VP Alert - High Value Deal" workflow as a prime candidate for an update. It is old, has never run, and its logic might be too narrow. We will also explore how to create a new workflow from scratch to handle a new business requirement.
STEP 5: Update an Existing Workflow
From our audit in Step 2, we know that the existing ‘VP Alert - High Value Deal’ workflow (id: 4876876000016390024) hadn’t triggered even once. The original $50,000 threshold missed many valuable deals. Most winning opportunities actually land above $30,000. It has never executed, suggesting the criteria are too strict.
Let us use the Update Workflow Rule API to fix it. We'll change the criteria to trigger for deals greater than or equal to $30,000 and add an additional email notification.
What you can and cannot update
When working with the Update Workflow Rule API, not every field in a workflow is open for modification. Think of it like editing an existing automation blueprint. Some foundations are fixed, while others are flexible.
You can update:
Name and Description
Trigger : You can update triggers, but only within the same trigger type. For example, you can change a Record Action trigger from create to edit, but not from a Record Action trigger to a Score-based trigger. For more details on this, please refer to our detailed help documentation here.
Conditions and Criteria : add, remove, or refine them.
Actions : add new ones, remove existing ones, or update their configuration.
Status : activate or deactivate a workflow rule.
What cannot be updated
There are a few key restrictions to remember:
You cannot change the module associated with the workflow.
You cannot switch trigger categories (e.g., from Record Action to Email Trigger).
You cannot retain unsupported actions when changing to a trigger that doesn’t support them. For instance, if you change a trigger from Edit to Delete, but keep an Assign Owner action, the update will fail, because “Assign Owner” isn’t valid for Delete triggers.
Updating an existing workflow is not about replacing everything. it is about editing precisely what needs to change.
Here is how to do it:
Fetch the workflow details using the Get Workflow Rule API. This gives the full structure, including condition IDs, action IDs, and trigger details.
Identify what needs to change.
In this case, to fix the “VP Alert - High Value Deal” workflow, we can update the Workflow rule to:
lower the threshold to $300,000
change the comparator to greater_than.
To make the workflow more useful, Zylker has also decided to add a few new actions.
But before doing that, the developers needed to confirm which actions are supported for this workflow’s trigger type. That is where last week’s Configuration API comes in handy. Since we already know this is a Record Action trigger (create_or_edit), we can refer to the configuration response we explored in Part 2 to see which actions are valid.
{ "api_name": "create_or_edit", "deprecated": false, "name": "CreateorEdit", "scheduled_actions_supported": true, "actions": [ "field_updates", "assign_owner", "add_tags", "remove_tags", "email_notifications", "tasks", "create_record", "create_connected_record", "add_meeting", "webhooks", "functions", "circuits", "flow" ] }, |
The response clearly shows that email notifications, field updates, and tags are all supported for this trigger type. With that confidence, in addition to updating the condition, we can also add a 'Priority' tag to those records that trigger the Workflow. This makes the workflow more visible and actionable across the sales hierarchy.
Sample Request:
PUT {{api-domain}}/crm/v8/settings/automation/workflow_rules/4876876000016390024
{ "workflow_rules": [ { "description": "Notify sales leadership and track strategic opportunities", "name": "VP Alert - High Value Deal.", "conditions": [ { "sequence_number": 1, "criteria_details": { "criteria": { "group_operator": "AND", "group": [ { "comparator": "greater_than", // change in comparator operator "field": { "api_name": "Amount" }, "value": "300000" // Lowered threshold }, { "comparator": "equal", "field": { "api_name": "Stage" }, "value": "Negotiation/Review" } ] } }, "instant_actions": { "actions": [ { "type": "add_tags", "module": "Deals", "details": { "tags": [ { "name": "Priority" } ], "overwrite": true } } ] }, "id": "4876876000016390025" // id of the condition to be updated } ] } ] } |
After this update, the workflow now triggers for any deal worth more than $300,000 in the Negotiation/Review stage. Apart from sending the email notifications and adding the follow up task, it also tags these deals as Priority.
Edit vs Add:
To edit an existing condition or action, include its existing id in your update payload. Zoho CRM will recognize it as an update to that object.
To add a new condition or action, simply omit the id. CRM treats any object without an ID as a new addition.
STEP 6: Create a new Workflow Rule
With the “VP Alert - High Value Deal” workflow now fixed and performing as expected, Zylker’s sales team quickly began to see results.
But their sales team noticed that deals often stall after proposals are sent, with no systematic follow-up. Zylker has hence refined the requirements for a new Workflow.
They want to automatically trigger follow-up actions when a high-value deal (above ₹30,000) is marked “Closed Lost” due to pricing reasons. This workflow must ensure that every lost opportunity is reviewed, tagged, and re-engaged after a cooling-off period. To achieve this, they want to create a workflow to be triggered whenever a deal’s Stage is updated to Closed Lost. It must perform the following actions:
Add tags Lost due to Pricing and Re-engagement Pending.
Send an email alert to the Sales team, with the details of the failed Deal, so they can look into the reasons.
After 30 business days, automatically create another “Lost Deal - Feedback” task to remind the owner to re-contact the customer for feedback, and for future opportunities.
Before proceeding, Zylker makes an API call to the Workflow Configuration endpoint. This ensures that their chosen trigger type and actions are supported. From the response snippet below, it is clear that a field_update trigger supports scheduled actions and the required action types.
{ "api_name": "field_update", "deprecated": false, "name": "FieldUpdate", "scheduled_actions_supported": true, "actions": [ "field_updates", "assign_owner", "add_tags", "remove_tags", "email_notifications", "tasks", "create_record", "create_connected_record", "add_meeting", "webhooks", "functions", "circuits", "flow" ] } |
With these details validated, we can now move on to adding a new workflow for Zylker using the Create Workflow Rule API request.
Understanding the input JSON structure
Every workflow definition follows the same hierarchy - defining when the rule runs, what conditions it checks, and which actions it performs.
The top-level input object contains a workflow_rules array. You must include just one workflow rule object per request. Each workflow rule defines its name, trigger type, and one or more condition blocks, each with its own criteria and actions.
Here is a breakdown of what is inside a single workflow rule:
{ "workflow_rules": [ { "name": "VP Alert - High Value Deal.", //name of the workflow rule "description": "Notify leadership when high-value deals are lost due to pricing.", "module": { "api_name": "Deals" }, //module to which the workflow applies "execute_when": { ... }, //trigger configuration (e.g., on record edit, field update, etc.) "conditions": [ { "sequence_number": 1, // order of execution. this is the first condition "criteria_details": { ... }, // condition logic (criteria group) "instant_actions": { "actions": [ ... ] }, //instant actions executed instantly cheduled_actions": [ // schedules actions executed after a delay { "execute_after": { ... }, // delay period for the scheduled action "actions": [ ... ] } ] }, { "sequence_number": 2, // second condition "criteria_details": { ... }, "instant_actions": { "actions": [ ... ] } } ] } ] } |
Associative vs. Non-Associative Actions
Every workflow rule performs one or more actions like sending an email, creating a task, or updating a field, etc. These actions fall into two broad categories: associative and non-associative.
Type | Description | Example Actions |
Non- Associative Actions | These are defined inside the workflow rule itself. They do not need to exist beforehand. You can configure their details directly within the workflow payload. | Create record, schedule a call, add a meeting, convert records, social actions, create record on email received, assign owner, |
Associative Actions | These are reusable actions created separately in CRM and referenced by their IDs. They can be used across multiple workflows and other automation tools. | Field updates, Email notifications, tasks, Webhooks, Add/Remove tags |
When you create or update a workflow via API, the associative actions require you to pass their existing action IDs. These IDs can be fetched using the corresponding Actions APIs : Field Updates, Email Notifications, Webhooks, and Tasks. In the coming weeks of Kaizen, we will take a closer look at each of these Actions APIs. We will see how to create, manage, and delete them within your workflow automation strategy.
Sample Request:
POST {{api-domain}}/crm/v8/settings/automation/workflow_rules
{ "workflow_rules": [ { "execute_when": { "details": { "trigger_module": { "api_name": "Deals", "id": "4876876000000002181" }, "criteria": { "comparator": "equal", "field": { "api_name": "Stage", "id": "4876876000000002565" }, "type": "value", "value": "Closed Lost" }, "repeat": false, "match_all": false }, "type": "field_update" }, "module": { "api_name": "Deals", "id": "4876876000000002181" }, "description": "Triggers tasks, tags, and follow-up reminders for high-value deals lost due to pricing", "name": "Lost Deal due to Pricing - Follow Up", "conditions": [ { "sequence_number": 1, "instant_actions": { "actions": [ { "name": "Lost Deal - Feedback", "id": "4876876000016794047", "type": "tasks" }, { "details": { "module": { "api_name": "Deals", "id": "4876876000000002181" }, "over_write": false, "tags": [ { "name": "Lost due to Pricing", "id": "4876876000016794071", "color_code": "#658BA8" }, { "name": "Re-engagement pending", "id": "4876876000016794075", "color_code": "#879BFC" } ] }, "type": "add_tags" }, { "name": "Deal Lost Alert", "id": "4876876000016794062", "type": "email_notifications" } ] }, "scheduled_actions": [ { "execute_after": { "period": "business_days", "unit": 30 }, "actions": [ { "name": "Lost Deal - Feedback", "id": "4876876000016794047", "type": "tasks" } ] } ], "criteria_details": { "criteria": { "group_operator": "AND", "group": [ { "comparator": "greater_equal", "field": { "api_name": "Amount", "id": "4876876000000002557" }, "type": "value", "value": "30000" }, { "comparator": "equal", "field": { "api_name": "Reason_For_Loss__s", "id": "4876876000002440001" }, "type": "value", "value": "Price" } ] } } } ] } ] } |
The execute_when defines when the workflow should fire.
type = field_update means this rule runs when a field’s value changes.
criteria : Stage = Closed Lost so the rule triggers whenever the Stage field is updated to Closed Lost.
repeat = false ensures it will not trigger multiple times for the same record.
In simple terms: “Whenever a deal is marked as Closed Lost, run this workflow.” The criteria_details section refines the trigger. The workflow only runs when the Amount ≥ ₹30,000 AND Reason for Loss = Price.
The instant_actions section inside the conditions array has the actions to be executed immediately when the criteria are met.
Add Tags : labels the record for easy filtering and reporting.
Send Email Alert : notifies the sales team instantly about the lost deal.
The scheduled_actions defines what happens after some time has passed. In this case, after 30 business days. Here, the workflow automatically creates a “Lost Deal - Feedback” task, reminding the deal owner to follow up with the customer to get feedback, and for future opportunities.
- The Amount is greater than or equal to ₹30,000, and
The Reason for Loss is “Price.”
By combining these elements, this workflow achieves a full closed-loop follow-up system.
Conclusion:
Zylker’s updated and new workflows make their automation smarter and more responsive. They are now able to spot key deals and ensure lost opportunities are revisited.
We hope you are now well on your way to mastering Workflow APIs. Share your thoughts in the comments or write to us at support@zohocrm.com.
Additional Reading:
- Workflow APIs - Part 1 - Auditing Workflows
- Workflow APIs - Part 2 - Find out what actions and triggers are supported for each module
Topic Participants
Anu Abraham
Sticky Posts
Kaizen #198: Using Client Script for Custom Validation in Blueprint
Nearing 200th Kaizen Post – 1 More to the Big Two-Oh-Oh! Do you have any questions, suggestions, or topics you would like us to cover in future posts? Your insights and suggestions help us shape future content and make this series better for everyone.Kaizen #226: Using ZRC in Client Script
Hello everyone! Welcome to another week of Kaizen. In today's post, lets see what is ZRC (Zoho Request Client) and how we can use ZRC methods in Client Script to get inputs from a Salesperson and update the Lead status with a single button click. In thisKaizen #222 - Client Script Support for Notes Related List
Hello everyone! Welcome to another week of Kaizen. The final Kaizen post of the year 2025 is here! With the new Client Script support for the Notes Related List, you can validate, enrich, and manage notes across modules. In this post, we’ll explore howKaizen #217 - Actions APIs : Tasks
Welcome to another week of Kaizen! In last week's post we discussed Email Notifications APIs which act as the link between your Workflow automations and you. We have discussed how Zylker Cloud Services uses Email Notifications API in their custom dashboard.Kaizen #216 - Actions APIs : Email Notifications
Welcome to another week of Kaizen! For the last three weeks, we have been discussing Zylker's workflows. We successfully updated a dormant workflow, built a new one from the ground up and more. But our work is not finished—these automated processes are
Recent Topics
The Grid is here!
Hey Zoho Forms Community! 👋 We’re thrilled to announce the launch of a feature that’s been on your wishlist for a while: Grids What is Grids? Grids let you place form fields side by side in multiple columns to create a more concise and organized formGraphQL in new Send Webhooks feature
Hello, is it possible to use GraphQL apis in the new Send Webhooks feature?# 2 Why do we need a billing system when accounting covers billing?
In today's evolving financial tech stack, businesses use a mix of tools to manage their day-to-day operations, from invoicing to full-fledged accounting. While accounting platforms typically come with built-in invoicing features, specialized billing systemsHow to insert an Excel/Zoho Sheet table in a chat?
Hello, is there a way to paste an excel/zoho sheet table to a conversation without loosing table lines. I tried to paste a piece of a table and all the columns and rows were gone. How to easily paste a table without a need of sending a file? KatarzyMass Update Application Status
How to update application statuses of Multiple Applications at once? Is that possible? If not then why please consider adding it It can save hours of manual work Thats the only Option I seeFree webinar: Streamlining customer service paperwork with the Zoho Sign extension for Zoho Desk
Hi there! Wondering how to bridge the gap between digitized customer service and business paperwork? Attend our free webinar to learn how you can do this by connecting Zoho Sign, our digital signature app, with Zoho Desk, our online customer service helpMail Search Not Working
Hello, Mail search is not working at all. I've tried Chrome and Mozilla. I can try and search for an exact term, or even an email that is 1st in my email list. All search does is sit and spin, or it comes up with no results. I've also tried it on my androidCannot Send Email to a Gmail Account
Hello, I have a zoho-hosted email account, alex@chirochannelnetwork.com that has trouble sending to gmail accounts. But not all gmail accounts, only some of them. I've tried to figure this out with clients, and they don't appear to be going into theirUnblock ME
info@pentekykloi.gr Unable to send message;Reason:554 5.1.8 Email Outgoing Blocked. Learn more. I purchase additional storageCannot Print Landscape with Zoho Sheet
I am noticing that when using the Zoho Sheet desktop for Mac, that even when selecting landscape as the print option, once you choose "Print", a second system dialog opens that automatically makes the view portrait again, and does not allow printing inPower of Automation : Enhancing custom date field calculations by excluding Weekends and Holidays
Hello Everyone, A Custom function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:portal.assignUserInProfile - Não esta adicionando
Estou encontrando problema com este comando portal.assignUserInProfile Não esta incluindo o usuário no portal Alguém pode me dizer o que pode ser thisapp.portal.assignUserInProfile("teste@gmail.com","Customer");CRM emails vs Campaigns
Please help me understand this. I am having a difficult understanding of "Campaigns" sent through CRM (real emails) or Zoho One (blast "potentially junk" emails) This is what I currently think emails sent via CRM are "real" emails sent through linked real personal email accounts and therefore are more likely to get delivered. We use this for critical updates for our "Approved " accounts and certain other preferred statuses emails via Campaigns are sent through the Zoho server (like MailChimp, CampaignReverse proxy
We have a web application in the creator platform. When I launch a particular DNS, I would like that DNS to redirect to the web page of the application in creator app. Has anyone achieved it and if yes, please share how to do it.Still client need to download .exe?
Hello, the client for use zoho assist need everytime download .exe file and launch it?Splitting a ticket's entire thread
Hi, When you split a ticket it only splits the individual reply that you clicked "Split as new ticket" on. Is it not possible to split the entire ticket thread from that point into the new ticket (every reply from the split point forward)? Or is thereEditing the text on the Help Center home page
Is it possible to edit the "Welcome to Help Center" message anywhere? This one: We'd like to be able to tailor it a little more ourselves.WHMCS for Zoho Flow
Can we use WHMCS for Zoho flow?Online meetings through Calendar Booking form with options
This is great to see and particularly for those users who don't have Zoho BOOKINGS. The shame of it all though is that it could have been better. Why do we have to set up separate booking forms for each type of meeting and for each online conferencingAgents permission per department
Hi Team, can I setup permission for each agent what they can do in each department, for example I want account department agents to only have view access to support department tickets and not allowed to assign or reply to clients. I am sure this wouldCRM notes
I want to be able to add notes to a task that do not necessarily get rolled up into an account or contact. For example, I tasks to work on a Court Order for John Doe divorce account. There might be lots of updates (in the form of notes) that employeesAlternative / optional Position
How do you create an alternative position or an optional position (article) in offers?جمود في الصفحة عند حفظ عمل
عندما اقوم باضافة ايقونة الى صفحة النموذج تجمد الصفحة ولا تعمل وتصبح مثل المظلة احدث الصفحة لا تعمل انتظر قليلا لا تعمل اقوم بنسخ رابط الصفحة والصقه في الرابط فيعملZOHO Books Canadian payroll Integration
Hello, I know ZOHO books doesn't have Canadian payroll and I dont believe its coming anytime soon. My question is there a Canadian payroll software that could be integrated with Zoho Books? Thank you HDZoho Desk Time Tracking and the Salary Privacy Issue
Hello colleagues, Just wondering if anyone did hit the same wall? In the Desk, when the agent-specific hourly rates are enabled (Zoho Desk → Setup → Time Tracking → Billing Preferences), these Time Entries are being displayed in the Ticket History tab.How to Delete, Disable, or Remove Streams from the Mail App?
Is there a way to remove Streams from the mail app sidebar? I get too many notifications, it doesn't add any value to Zoho's functionality (especially since you can just make comments inside an email), and is distracting. I do not want notifications/alertsDelay in MX updates
Hi, I set MX Records 12 hours ago, and I am receiving email normally, but I still get notification MX record is not pointing correctly. Error: The MX records of your domain is not yet pointed to Zoho Mail. Why there is a delay in detecting MX records,make.com integration
Just wondering if anyone on Zoho One account connecting apps to Make.com We're on Canadian server (.com) and when connecting to Make.com, it keeps having error of Invalid Client ID. I have contacted both Zoho and Make and both sides said it's not an errorArticle Numbers for KB articles
Hello, I was wondering if it's possible to turn on article numbers/ part numbering for KB articles. If this is not already a feature, we'd like to request it. Frequently a solution will require multiple articles so tracking which articles are referencedRefund Request ,Zoho Mail Subscription (zoho suport is not replying)
Hi Zoho Team, I recently subscribed to the Zoho Mail yearly plan, but after evaluating it, I found that the interface does not suit my workflow. I’ve already canceled the subscription from my end. As I’m well within your 30-day refund window, I’m requestingFile Encryption - Zoho Desk iOS app update
Hello, Everyone! We have now introduced the 'File Encryption' option within the Zoho Desk app as part of the HIPAA Compliance. This option allows the user to encrypt the attachments within the Desk mobile app, which acts as an additional layer of security.Data encryption - Zoho Desk iOS
Hello, Everyone! In the recent iOS version(v2.8.23) of the Zoho Desk app, we have supported data encryption. As a part of HIPAA Compliance, the Zoho Desk mobile app now allow users to encrypt the Desk mobile database as an additional layer of security.Notify Admin when a user forgets to check-in or check-out at the designated time.
Hello, I would like notify the Admin via email when a user forgets to check-in or check-out at the designated time. What is the best way to setup this email notification?Assistance Needed with Prospect Conversion Issue
Hi, I attempted to convert a prospect to an account, but received a pop-up notification indicating that the contact information matches an existing contact. I selected the option to add it to the existing contact, but it appears the prospect was not successfullyMail Merge - unable to send more than 50 email
Hi, I've subscribed to the pay email service because of the Mail Merge feature. However, I've found that this feature only allow to send up to 50 emails. I've to attach a screenshot for your reference. This limitation is not mentioned anywhere in service.Zoholics Europe 2025: Your Ultimate Data Analysis (Zoho Analytics) Workshop Experience
Why should you attend? This year, Zoholics Europe 2025 is putting data analysis centre stage. With a dedicated workshop designed to answer all your data-related questions, you’ll gain practical skills, real-time solutions, and expert insights that youUK payroll entries
Hey guys, Nett payroll payments are imported direct into the bank, using an external payroll system (will be glad for Zoho to have a UK payroll app) At present I have monthly recurring bills for HMRC which are auto entered & paid when due. This seemsReverse Charge Services (Non-EU) Showing Correctly in 84/85 and 67, But Missing in Box 46 - Germany
Hi, I'm located in Germany and I’ve set up my expenses for non-EU services (e.g., OpenAI, DeepSeek) under the reverse charge mechanism (§ 13b UStG) in Zoho Books, and I noticed some discrepancies in the VAT Summary Report. What’s Correct: Reverse ChargeZoho Live Chat/Support
What is going on with Zoho support lately? I've tried to use the live chat feature 4 different times and it refuses to connect to any (despite waiting over 30 minutes one of the tries). I finally gave up and emailed my question nearly a week ago and stillCan we have a module to records Certificate No and TDS rates for Lower TDS Certificates by the vendors ?
Can we have a module to records Certificate No and TDS rates for Lower TDS Certificates by the vendors ?Next Page