Kaizen 221 - Workflow & Actions Reports APIs

Kaizen 221 - Workflow & Actions Reports APIs


Over the last few weeks, we have joined Zylker Cloud Services as they restructured their automation ecosystem using Workflow APIs and Actions APIs. Along the way, we discovered how to audit workflows, update old rules, create new ones, and manage associated actions like emails, tasks, field updates, and webhooks, all using APIs.

But as their automated ecosystem has grown to nearly 100 workflow rules, a new challenge has emerged for the system administrators: Are these workflows actually doing what they were built to do? Are these automations actually working day-to-day?

A workflow can be perfectly configured yet have no impact if it never runs. A webhook could be sending data to a dead endpoint, or a critical email notification might go silent without anyone noticing.

While the CRM UI allows them to click into any single workflow to see its execution details or check the status of a specific webhook, this data is trapped in dozens of individual screens. To answer strategic questions like "What's the overall health of our automation?" or "Where should we focus our optimization efforts?", they would need to manually open, check, and compile data from over a hundred different places.

This is where the Reporting APIs become indispensable. They allow Zylker to aggregate all this scattered UI data into their central dashboard,  which supports proactive governance at scale.

STEP 1: Find workflows with heavy or complex actions 

Using Get Actions Count in Workflow Rules  

During their initial audit, Zylker noticed something interesting: within the same module, some workflows had just one or two actions, while others had ten or more bundled together. While this inconsistency wasn't necessarily wrong, after years without a cleanup they wanted to review which workflows had become particularly complex and decide whether they needed updating or splitting.

To identify such rules systematically, they call:

GET {api-domain}/crm/v8/settings/automation/workflow_rules/actions/actions_count?ids={id1, id2, id3, ..}

This API returns a detailed count of how many actions each rule contains. Using the response from API, the admins can choose to work on the Workflow Rules by complexity. In the UI, this requires inspecting workflows one by one. But using this API, up to 100 Workflows can be inspected in a single API call. The entire system can be analyzed in a matter of seconds!

Here is what the response looks like:

{

    "workflow_rules": [

        {

            "id": "4876876000016390024",

            "conditions": [

                {

                    "sequence_number": 1,

                    "instant_actions": {

                        "actions_count": [

                            {

                                "type": "field_updates",

                                "value": 1

                            },

                            {

                                "type": "add_tags",

                                "value": 1

                            },

                            {

                                "type": "email_notifications",

                                "value": 1

                            },

                            {

                                "type": "webhooks",

                                "value": 1

                            }

                        ]

                    },

                    "scheduled_actions": [

                        {

                            "actions_count": [

                                {

                                    "type": "tasks",

                                    "value": 1

                                }

                            ]

                        }

                    ],

                    "id": "4876876000016390025"

                }

            ]

        },

        {

            "id": "4876876000011208001",

            "conditions": [

                {

                    "sequence_number": 1,

                    "instant_actions": {

                        "actions_count": [

                            {

                                "type": "assign_owner",

                                "value": 1

                            }

                        ]

                    },

                    "scheduled_actions": null,

                    "id": "4876876000011208002"

                },

                {

                    "sequence_number": 2,

                    "instant_actions": {

                        "actions_count": [

                            {

                                "type": "assign_owner",

                                "value": 1

                            }

                        ]

                    },

                    "scheduled_actions": null,

                    "id": "4876876000011208004"

                },

                {

                    "sequence_number": 3,

                    "instant_actions": {

                        "actions_count": [

                            {

                                "type": "assign_owner",

                                "value": 1

                            }

                        ]

                    },

                    "scheduled_actions": null,

                    "id": "4876876000011208006"

                }

            ]

        }

        // ...other workflow rules omitted for brevity

    ]

}

 

The response is a granular breakdown, not just a simple total. For each workflow rule (id), you see every condition (sequence_number). Within each condition, the actions_count array under instant_actions and scheduled_actions lists the type of each action (email_notifications, webhooks, tasks, etc.) and the count (value) of that specific action type in that section.

In simple terms, the API tells us: For every workflow, for every condition, how many actions does it perform, and what kind are they?

STEP 2: Diagnose execution health: Is it working or just configured? 

Using get Workflow Rule usage report API

Identifying complex workflows is important, but Zylker’s admins also need to figure out if they are are actually working. This is a crucial part of automation governance.

A workflow might be executing regularly, but an email notification configured inside it may bounce every time. A webhook may silently fail due to a server issue. These operational issues are difficult to detect by simply knowing whether a workflow has executed.

In the CRM UI, admins can click View Usage for a workflow. But this still exposes information one rule at a time and without aggregation across rules. When you operate nearly a hundred workflows, this method does not scale.

To understand action-level outcomes inside a specific workflow, Zylker uses:

GET {api-domain}/crm/v8/settings/automation/workflow_rules/{workflow_rule_ID}/actions/usage?executed_from={from_date}&executed_till={to_date}

This API returns rich statistics, including:

  • how many times the workflow executed

  • how many times each action inside it succeeded or failed

  • delivery metrics for emails (open, sent, delivered, bounced, clicked)

  • scheduled vs. instant action performance

  • which conditions executed successfully

Here is a sample response:

{

    "workflow_rules": [

        {

            "trigger_count": 3,     // Total times this workflow was triggered

            "name": "High Value Lead Rule",    // Workflow name

            "id": "4876876000013248001",      // Workflow ID

 

            "conditions": [       // Usage details grouped per condition

                {

                    "instant_actions": {

                        "actions": [      //Instant actions execution details

                            {

                                "queue_count": 0,   //Asynchronous actions pending for execution in the queue

                                "related_details": { //Email delivery metrics for bulk email_notifications actions

                                    "bulk_mail": false,

                                    "unopened": 0,

                                    "sent_percentage": 100,

                                    "opened": 1,

                                    "delivered": 1,

                                    "unsent": 0,

                                    "bounced": 0,

                                    "clicked": 0,

                                    "sent": 1

                                },

                                "name": "High revenue Lead added", //Action name

                                "success_count": 1,    // Number of successful executions

                                "failure_count": 0,    // No failures for this action

                                "id": "4876876000016390103",   // Action ID

                                "type": "email_notifications",        // Action type

                                "associated_time": "2025-10-16T16:19:58+05:30" // When this action was added to the workflow

                            },

                      ...... //omitted for brevity

 

                        ]

                    },

 

                    "scheduled_actions": [     // Scheduled actions usage metrics

                        {

                            "id": "4876876000016390118",  // ID of the scheduled action block

                            "actions": [

                                {

                                    "queue_count": 0,      //Asynchronous actions pending for execution in the queue

                                    "related_details": {   //Email delivery metrics for bulk email_notifications actions

                                        "bulk_mail": false,

                                        "unopened": 0,

                                        "sent_percentage": 100,

                                        "opened": 1,

                                        "delivered": 1,

                                        "unsent": 0,

                                        "bounced": 0,

                                        "clicked": 0,

                                        "sent": 1

                                    },

                                    "name": "High revenue Lead added",

                                    "success_count": 1,   // Number of successful executions

                                    "failure_count": 1,   // Number of failures

                                    "id": "4876876000016390103",

                                    "type": "email_notifications",

                                    "associated_time": "2025-10-16T16:19:58+05:30"

                                }

                            ]

                        }

                    ],

 

                    "usage_count": 2,      // The number of times this condition matched

                    "id": "4876876000013248002"     // Condition ID

                },

 

                // more condition blocks omitted for brevity

           ],

 

            "reset_time": "2025-10-16T16:23:04+05:30"       //When usage metrics were last reset

        }

    ]

}

 

 

This single API call provides what would take hours of manual UI investigation, i.e., a complete performance audit. By scripting this for their key workflows, Zylker transforms workflow management from a time-consuming manual task to an easy, automated process.

STEP 3: Monitor system-wide integration health 

The workflow usage report gave Zylker deep insight into individual workflows. But they still have unanswered questions about their external integrations.

Zylker relies on webhooks to push deal data to their project management tool, sync contacts to their marketing platform, and notify their support system. A single failing webhook can break an entire business process, and these failures often happen silently.

The CRM UI provides detailed views of each webhook's activity. However, identifying patterns across all integrations, like silent failures or volume anomalies, requires manually consolidating data from multiple screens. For teams with many integrations, this consolidation becomes time-consuming to perform regularly.

Zylker solves this by using the Webhooks Actions Usage Report API to get time-series data for all integrations at once, followed by the Get Action Failures API for diagnostics.

 3.1 Track volume trends and spot anomalies  using Webhooks Actions Usage Report API

They call the usage report API grouped by date and resource to see daily call volumes:

GET {api-domain}/crm/v8/settings/automation/webhooks/actions/usage_reports?group_by=date,resource&type=webhooks&from_date={date}

Sample Response:

{

    "data_usage": [

        {

            "date": "2025-12-09",

            "resource": {

                "name": "Premium Lead Alert",

                "id": "4876876000016390771"

            },

            "count": 4,

            "type": "webhooks"

        },

        {

            "date": "2025-12-09",

            "resource": {

                "name": "Deal to Project Sync",

                "id": "4876876000017550012"

            },

            "count": 4,

            "type": "webhooks"

        },

        {

            "date": "2025-12-09",

            "resource": {

                "name": "Contact to Marketing Platform",

                "id": "4876876000017550018"

            },

            "count": 8,

            "type": "webhooks"

        },

        {

            "date": "2025-12-08",

            "resource": {

                "name": "Deal to Project Sync",

                "id": "4876876000017550012"

            },

            "count": 8,

            "type": "webhooks"

        },

        // ...omitted for brevity ...

        {

            "date": "2025-12-07",

            "resource": {

                "name": "Deal to Project Sync",

                "id": "4876876000017550012"

            },

            "count": 1, //  Anomaly: very low number

            "type": "webhooks"

        },

        // ... remaining entries omitted for brevity ...

    ],

    "info": {

        "max_limit": 2500,

        "per_page": 200,

        "count": 12,

        "page": 1,

        "more_records": false

    }

}

 

The response provides a daily log of which webhooks fired and how often. The real insight comes from analyzing two key patterns:

  1. Missing activities: If a webhook that typically appears daily suddenly has no entries for multiple days, it indicates the upstream workflow has stopped. This is a silent business process failure.

  2. Volume Anomalies: If a normally steady webhook shows a 300% spike in daily calls, it could indicate system errors generating duplicate records, or legitimate business surges worth investigating.

From the response data, Zylker can instantly spot that the Deal to Project Sync webhook's execution dropped to just 1 call on a specific day, which is a volume anomaly. Meanwhile, the Premium Lead Alert webhook may be missing entirely from recent dates, which is a missing activity alert.

 3.2 Investigate Webhooks failures with Get Action Failures API - Webhooks 

Volume anomalies tell Zylker that something is wrong. To understand what went wrong and where, they need detailed failure diagnostics.

For this, they use the Get Action Failures – Webhooks API:

GET {api-domain}/crm/v8/settings/automation/webhook_failures?from=2025-10-15&to=2025-10-22

You can optionally filter by:

  • webhook_id : to focus on a specific webhook

  • module : to see failures only for a specific module

  • from and to : to restrict the date range (max 90 days). 

Sample Response:

{

    "webhook_failures": [

        {

            "webhook": {      // The webhook that failed

                "name": "Premium Lead Alert",

                "id": "4876876000016390771"

            },

            "entity_details": {    // Record that triggered the webhook

                "module": {

                    "api_name": "Leads",

                    "id": "4876876000000002175"

                },

                "name": "Freelancer.com",

                "id": "4876876000016474049"

            },

            "failure_time": "2025-10-21T17:08:07+05:30", // When the failure occurred

            "failure_reason": "page_notfound",  // Why it failed (e.g., page_notfound, unauthorized, timeout)

            "id": "4876876000016474075",        // Failure entry ID

            "workflow_rule": {         // Workflow that triggered this webhook

                "name": "WF-C",

                "id": "4876876000016390881"

            }

        },

//... omitted for brevity

    ],

    "info": {

        "per_page": 200,

        "count": 17,

        "page": 1,

        "more_records": false

    }

}

 

With a single request, Zylker now has a clear picture of exactly which workflows are causing failures, which records are impacted, and the precise technical reason for the failure. With this information at hand, they can promptly fix the issues and ensure that critical integrations do not silently break.

STEP 4: Ensure reliable communication through Email Notifications usage reports 

Emails sent through workflows drive essential actions at Zylker. Sales managers get notified when high-value leads enter the system, account directors get alerted on lost deals, and service teams receive escalations. If these triggered emails are not sent consistently or begin spiking unexpectedly, decision-makers may be blind to critical updates.

To understand how workflow-triggered emails are being used over time, Zylker uses the Email Notification Actions Usage Report API.

Sample Request:

GET {api-domain}/crm/v8/settings/automation/email_notifications/actions/usage_reports?group_by=date,resource,type&type=email_notifications&from_date=2025-12-01

Sample Response:

 

{

  "data_usage": [

    {

      "date": "2025-12-09",       // When the email was triggered

      "resource": {

        "name": "Lost Deal Alert",  // Email notification name

        "id": "4876876000013500873"

      },

      "count": 5,                 // Number of times it was sent that day

      "type": "email_notifications"

    },

    {

      "date": "2025-12-09",

      "resource": {

        "name": "High Value Lead Notification",

        "id": "4876876000016390889"

      },

      "count": 2,

      "type": "email_notifications"

    },

    {

      "date": "2025-12-08",

      "resource": {

        "name": "Lost Deal Alert",

        "id": "4876876000013500873"

      },

      "count": 8,   // Higher usage on this day

      "type": "email_notifications"

    }

    // ... additional entries omitted

  ],

  "info": {

    "max_limit": 2500,

    "per_page": 200,

    "count": 18,

    "page": 1,

    "more_records": false

  }

}

By reviewing usage trends over time, Zylker can spot early signs of issues at either layer. If an email notification that normally triggers every day suddenly shows zero usage, it could mean the workflow condition has stopped matching, or it might indicate a failure due to factors like bounced addresses, inactive users, or restricted mail settings. Likewise, an unexpected spike in email executions might reveal either a legitimate business surge or a workflow repeatedly triggering because of duplicate records, import errors, or incorrect criteria.

In either case, Zylker is now in a position to take informed decisions.

Conclusion 

Zylker began this journey wanting stronger workflow automation. Along the way, they learned how to discover, configure, update, and extend workflow rules and actions using APIs. But as their automation ecosystem grew, a new responsibility emerged regarding governing what they had built.

The Reports APIs complete that responsibility.

With this complete toolkit, Zylker no longer just has automations. They understand them, analyze them, and continuously improve them. Their workflows have evolved from fragile scripts to managed business assets with known performance characteristics and early warning systems.

This concludes our Kaizen series on Workflow & Actions APIs. We hope this series has helped you to build, manage, and govern automation systems in your own organization.

If you have any feedback or questions, please let us know in the comments or reach out to us at support@zohocrm.com.

Until next time, Happy coding!



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                                  • 年内最後のユーザー向けイベント：5名限定！ 課題解決型ワークショップイベント Zoho ワークアウト開催のお知らせ (12/18)

                                    ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 12月開催のZoho ワークアウトについてお知らせします。 今回はZoomにて、オンライン開催します。 参加登録はこちら（無料） https://us02web.zoom.us/meeting/register/QHn6kJAcRs-znJ1l5jk0ww ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目的とした「Zoho ワークアウト」を開催します。

                                  • Sync Zoho Marketing Automation with Zoho Forms

                                    I can't find a section where the integration between Zoho Marketing Automation and Zoho form is explained. And how form subscription works with opt-in and consents.

                                  • What is the difference between Zoho Campaigns and marketing hub?

                                    Zoho Campaigns is a permission-based email marketing tool for sending marketing emails and mass emails. Marketing Automation is a multichannel marketing automation tool that caters to organizations looking for tools to engage their users across multiple

                                  • Webhook not firing.

                                    I created a webhook using the Web UI, it looks very nice and the testing worked without an issue, but when i save/ update a ticket, the webhook is not firing. Here are the details of the web-hook i get from using the API "modifiedTime": "2019-10-22T09:23:37.380Z",

                                  • Duplicate customers being created in Desk

                                    Hi I've trying to work out why I've getting duplicated customers being created in my desk. I have an external booking system that generates an email when I get a customer booking a job. A booking email gets sent to Desk where I manage the booking and

                                  • Creating a custom CSV file using deluge script/

                                    I have an application I have developed and the client wants us to place an export file in csv onto an ftp server daily. Now I don't see au options in creator to change the separator to anything else. The client wants the separator to be the pipe symbol "|"  I think i would be able to create schedule with some code to create the appropriate data in a string using deluge script but I haven't seen any functionality that would allow me to deposit that data as a file anywhere or attach it to an email

                                  • Can we add custom fields to portal community profiles?

                                    How do we add custom fields to our profile pages in our portal community? If we have the ability to add custom fields, will we be able to access those fields via API? We want to use our Desk community in our help portal as our primary community and would

                                  • Customer ticket creation via Microsoft Teams

                                    Hi all, I'm looking to see if someone could point me in the right direction. I'd love to make it so my customers/ end users can make tickets, see responses and respond within microsoft teams. As Admin and an Agent i've installed the zoho assist app within

                                  • E-Invoicing in Belgium with Zoho Billing

                                    Starting January 1, 2026, Belgium is introducing mandatory electronic invoices (e-invoicing) for all B2B transactions between VAT-registered businesses. Invoices and credits notes must be exchanged in a prescribed digital format. How E-Invoicing works

                                  • delayed: host mx2.zoho.com (136.143.183.44): Network error: Unexpectedly disconnected (STARTTLS)

                                    Hi Team, I'm not receiving any email. Seems to be an issue. Sender sent me the error message they received: "delayed: host mx2.zoho.com (136.143.183.44): Network error: Unexpectedly disconnected (STARTTLS)" Please advise.

                                  • Interview booked through Invite but no Notifications

                                    We have a workflow that was developed through a developer/partner that was tested and worked. Today, we pushed a candidate through the process and invited them to an in-office interview. They were sent the booking link (as usual and as tested before successfully)

                                  • Additional Address - Company Name

                                    It would be very helpful to have a "Company Name" field in the Additional Address shipping section.  In a situation where you drop-ship orders to a different address or different company entirely, it may be necessary to list the company name of the receiver. I understand that the Attention field can be used for that purpose, but that's not really the intended purpose of that field.

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