How to Create a Workflow

Learn about the different steps necessary to create a Workflow.

Michael Stephenson avatar
Written by Michael Stephenson
Updated over a week ago


Creating a workflow is a multi-step process that involves the initial creation, then adding steps and actions, and finally, fine-tuning it by adding specific conditions, delays, and triggers to make it work just the way you need.

In this article, we will break down the creation of a Workflow into nine steps.

  1. Create a New Workflow

  2. Add the First Step + Action

  3. Add a Delay

  4. Add Additional Actions

  5. Set Condition(s)

  6. Add Additional Steps

  7. Finish Workflow

  8. Activate Workflow

  9. Add Trigger/Audience*

*It is important to note that adding an audience/trigger may appear as your first step after the initial creation of your Workflow; however, we recommend doing this step last.

Before You Begin

  • ✍️ Map out your Workflow on paper or in an outline. While you can edit and adjust your Workflow as you go, it is beneficial to have a plan going into the initial creation process.

Step 1: Create a New Workflow

  1. Navigate to Data + Automations > Workflows > All Workflows.

  2. Click the + New Workflow button in the top right corner of the header.

  3. Provide a Name and a short description of what the Workflow will do.

  4. Click Add in the top right corner.

  5. You will be taken to the edit page for your new Workflow, where you can configure and define what it will do.

Step 2: Add the First Step + Action

After completing step one, you are taken to edit your new Workflow. Your first step will automatically be created using your first action.

  1. Click the + button to open the Action side sheet, allowing you to select an action.

  2. Click Select Action to pick an action from the list. For a complete list of actions and descriptions, visit our help article on Actions.

  3. After selecting the Action, you'll be prompted to select a corresponding value. For example, if you choose Send Communication as your action type, you must select which campaign you wish to send.

  4. Once your action is configured, click Save in the top right corner. After clicking save, you will be redirected back to your Workflow, and you will see your first step with your chosen Action.

  5. Replace "Step 1" at the top of the step card with a name that briefly describes the function of this step (this is helpful for identification purposes)

Step 3: Add a Delay

By default, there is no delay when you add a new step to a workflow. This means that the step will happen immediately unless you specify a delay.

  1. Click the delay button on the left side of your step.

  2. The Add Delay form will open, allowing you to configure a standard or relative delay. Select the type and enter the time details. You must select parameters using the relative type (e.g., five days after application submission). For more information on the types and parameters of delays, view our Delays help article.

  3. Click Save. The delay button should now be yellow, indicating an active delay before this step.

Step 4: Add Additional Actions

Depending on your needs, you may need to add more than one action to a single step. For example, if you wanted

  1. Click the play button under the first Action on the Step.

  2. Then, follow the same process outlined in Step 2.

Step 5: Set Condition(s)

  1. Click the condition button on the right side of your step.

  2. The Set Conditions form will open, allowing you to select a condition type: date condition, user segment, or user segment reference. For more information on these condition types, visit our help article on conditions.

  3. You must add a filter for the date condition and user segment types. You must load a segment if you use the segment reference type. For more information on these condition properties and operators, visit our help article on conditions.

  4. When you are finished adding your filters for the first condition, you have two options:

    • Option 1: If you are finished and do not need any other conditions added, you can save and return to your Workflow:

      • Click the X in the top right corner of the Set Conditions form

    • Option 2: If you need to add another condition for more complex and refined targeting, you can add another condition (any of the three types) within this condition. For instance, you might have a Date Condition to check if the day is within a particular period and a User Segment Reference to target a specific group of Contacts. To add another condition:

      • Click the Add Condition button

      • Once you are finished adding your conditions, click the X in the top right corner to close the form and return to your Workflow.

  5. Configure your YES + NO paths created by the condition:

YES + NO Paths

After saving your condition, you will see it has been added to the step, and there are now visible 'YES' and 'NO' paths. Now, you will need to determine what you want to happen next for the Contacts in each path. Note that the condition you added defines the action of the 'YES' path, and you will see that action under the green YES bubble.

Option 1: Proceed to the next step (if you plan to have another step)

  • The Contact will automatically move to the next Step if no additional action is added. Therefore, leave the end of the path as-is (play button visible).

Option 2: Finish the Workflow (the Contact will exit the Workflow and not proceed to any subsequent steps)

  • Click the Add Action play button at the end of the path

  • Select and add the Finish Workflow action from the list

Option 3: Execute another action (add another action for this Contact)

  • Click the Add Action play button at the end of the path

  • Then, follow the same process outlined in Step 2 to add a new action

Step 6: Add Additional Steps

Do you need to add additional steps/actions to your Workflow?

🟒 Yes: Follow the same process outlined in Steps 2-5 for each additional step you need to add. You also have the option to duplicate a step using the duplicate buttonlocated in the right corner of the step card. Then, when finished, proceed with Step 7.

πŸ”΄ No: Proceed to Step 7.

Step 7: Finish Workflow

If you add conditions to your Workflow, you likely already did this. However, it is best practice to add one final Action to your Workflow, Finish Workflow. This indicates that it is the final step of the Workflow.

  1. Add an action to your final step (as demonstrated in Step 4).

  2. Click Select Action to select Finish Workflow as the Action.

  3. Click Save.

Step 8: Activate Workflow

How to Activate Your Workflow

As the final step before determining how Contacts will enroll in your Workflow, you'll need to activate your Workflow.

  1. Navigate to the drop-down menu labeled Inactive, located to the right of your Workflow name.

  2. Click the drop-down and select Active.

Step 9: Add Trigger/Audience

Lastly, it's time to configure how Contacts will enter or enroll in your Workflow. There are two ways a Contact can enter a workflow:

Search by Name or Load Segment

This option is ideal when your focus is on a specific and unchanging group of Contacts, where automatic enrollment in the Workflow is not required. By selecting this method, you can manually add Contacts by typing their names or loading an existing segment.

It's important to note that this is a one-time action; any Contact added to the segment after it has been enrolled in the Workflow will not be included.

  • To search and add Contacts individually, click Search by Name.

  • To load an existing Segment, click Load Segment.


Audience: Add a Trigger

This option allows Contacts to be automatically enrolled into a workflow due to a specific action or activity, such as attending an appointment, submitting an application, or filling out a form. The workflow audience dynamically adapts by enrolling Contacts based on their real-time actions.

  1. Click Add Trigger

  2. Click Select Trigger to pick a trigger from the list. For a complete list of triggers and descriptions, visit our help article on Triggers.

  3. After selecting the trigger, you'll be prompted to configure the properties/settings for that specific trigger. For example, if you choose Form Submitted as your trigger, you must select which form you want the trigger to use.

  4. Add additional triggers if needed. Note: You can have multiple triggers, and they operate independently. This means that a person only needs to meet the criteria of one trigger to be enrolled in the Workflow.

  5. Click Save in the top right corner.

Monitor Your Workflow

Once you've completed step 9, you're finished! You can now edit or monitor your Workflow to see how Contacts move through it (where they are exiting, who has finished, etc.).

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