Automation workflows

Triggers, conditions and actions — with the safety rails that stop a loop.

2 min readUpdated 30 July 2026

How it works

The journey of one lead

01
Capture
Ad, form, WhatsApp or call
02
De-dupe
Phone and email matched on entry
03
Score
Signals become a probability
04
Distribute
Right agent, right centre
05
Engage
Call queue, WhatsApp, email
06
Convert
Deal, revenue, attribution back

Every step runs automatically unless a rule tells it otherwise. Lead Loss Protection watches all six.

Settings → Automations.

A workflow is a trigger, some conditions, and a sequence of actions.

Triggers

What starts it:

Lead created
Lead stage changed
Lead assigned
Lead field updated
Call logged
Message received
Callback missed
Appointment booked
Deal won or lost
On a schedule

Conditions

Narrow the trigger. "Lead created" plus "source is Google Ads" plus "estimated value over ₹50,000" runs only for leads matching all three.

Conditions can branch mid-workflow, so one automation can handle several paths rather than needing three near-identical copies.

Actions

Assign to a user or a distribution rule
Change the stage
Send a WhatsApp, SMS or email
Create a task or a callback
Set a field
Notify a user
Wait for a period
Call a webhook

A worked example

Trigger: lead created Condition: source is Meta Ads

Actions:

Send the WhatsApp template welcome_enquiry
Wait 30 minutes
If the stage is still New, notify the owner
Wait 24 hours
If the stage is still New, create a task for the manager

That is a complete no-lead-goes-cold safety net in five steps.

Safety rails

Automation that can trigger itself is how a workflow sends four thousand messages at 3am. Three limits prevent it:

Max depth

An automation whose action triggers another automation is nested. Past the depth limit (default 3) the chain stops and the run is marked as depth-limited.

Re-enrolment

By default a lead enters a given workflow once. Enable re-enrolment deliberately, and set a cooldown — otherwise a lead whose stage flips back and forth re-enters every time.

Run limit per entity

A hard ceiling on how many times one workflow may run for one lead, whatever else is configured.

Warning

Test with re-enrolment off and a narrow condition before switching a messaging automation on for everyone. A workflow that messages on every field update, with re-enrolment on, will message the same customer every time anyone touches their record.

Versions and drafts

Editing a live automation creates a draft. The live version keeps running until you publish, so a half-finished edit never fires.

Publishing swaps the active version atomically. Previous versions are kept, and you can roll back.

The run log

Every run is recorded step by step — which conditions passed, which actions ran, what each returned.

Settings → Automations → [workflow] → Runs. This is where you look when an automation "did not work": nine times out of ten it ran and a condition you did not expect evaluated false, and the log says exactly which one.

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