CRM automations

What an automation is

An automation is one rule written as "When this happens, then do that". For example: when a reply is tagged Interested, create a deal in your Sales pipeline, give it to its owner and add a follow-up task for tomorrow.

It runs on its own, once for each reply, deal, task or campaign that starts it. Nothing runs until you switch it on.

Make one

1. In the CRM, open Automations.
2. Click a template to start from it, or click New automation.
3. Under When, pick the trigger and narrow it, for example Tagged as Interested.
4. Under Then, pick an action and fill in what it needs. Click Add another action for more, up to six.
5. Click Save and switch on, or Save paused to finish later.

Triggers

• A reply is tagged: a Unibox conversation gets a status such as Interested, Meeting or Not interested, by you or by the reply tagger.
• A deal is created, or moves to a stage: pick a stage, or any won, lost or open stage.
• A task becomes overdue: its due date passes while it is still open.
• A contact is added to the CRM: with New contact, or by CSV import on Contacts.
• A campaign finishes sending: every step has gone to everyone.

Actions

• Create a deal in the pipeline and stage you pick. If the person already has an open deal, that deal is moved there instead, so you never get two.
• Move the deal, Create a task (due in a number of days, for the owner or a teammate), Assign an owner.
• Add a tag to the contact, Set the lifecycle stage (for example Customer).
• Send a team notification: it appears under the bell for everyone in the workspace.
• Add to an email campaign or to a list. After A campaign finishes, these act on everyone who did not reply.
• Titles and messages can use {{first_name}}, {{last_name}}, {{company}}, {{deal}}, {{task}} and {{campaign}}.

Good to know

• Email is only ever sent through a campaign, so unsubscribes, the blocklist, cooling-off and sending limits all apply.
• Each automation page lists its runs, with what each action did or why it failed.
• Older step sequences (Salesflows) keep running and are listed at the bottom of Automations until you pause them.