Workflows
Workflows keep repeated work in a clear order: who starts the process, which steps run automatically, where a person must act, and how a manager sees progress. Use them for sales, customer handoff, request processing, internal procedures, and task chains that should not depend on memory.
A workflow does not replace a task, CRM record, or document. It connects them into a controlled sequence with a visible template, run, current tasks, history, and result.
Where to Find It
The main entry point is Automation → Workflows (/automation/workflows). A workflow can be scoped to CRM or tasks.
Depending on permissions, the section includes templates, filters by module and trigger, template editing, workflow tasks assigned to people, workflow instances, execution history, and planned-step processing.
If a section or action is unavailable, check workflow permissions and the scope where the process runs.
When to Use Workflows
Use a workflow when several steps must stay standardized: handling a new request or opportunity, handing work between teams, creating a task from an event, waiting for a status or deadline, assigning a manual step, or seeing exactly where the process stopped.
If you only need a repeated checklist inside one task, use a task template. If you only need rules for one CRM stage, CRM automation may be enough. Use a workflow when the whole chain and its visibility matter.
Templates
A template defines when the workflow starts and what it does. Before enabling it, check the name, purpose, module, scope, trigger, manual assignees, automatic actions, completion rule, and owner.
Do not enable a template if nobody owns errors, overdue steps, or exceptions. Every workflow needs a business owner who can explain the rule to the team.
Workflow Tasks
A workflow task is a manual step assigned to a person. Treat it like real work: read the description, deadline, linked object, and expected result.
Complete the step only after the work is done. If it cannot be done, cancel it or return it to the workflow owner with context instead of closing it formally.
Instances and Control
An instance is one run of a template for a concrete opportunity, task, or other work object. Use it to see whether the workflow started, which step is active, who must act, why it finished or was terminated, and whether the template creates unnecessary work.
Terminate an instance only with a clear reason so later review can distinguish a correct manual stop from a setup issue.
Good Practice
- Keep one workflow focused on one business goal.
- Name manual steps so the assignee understands the expected result.
- Test new workflows on safe demo scenarios first.
- Do not automate a management decision that requires a person.
- Review workflow tasks and stopped instances regularly.