Build and monitor an automation workflow

Automate what happens around a call or message — send a follow-up email, update your CRM, or route data somewhere else.

Before you start

Workflows is not shown for Essentials accounts or accounts using the Simplified experience. Text-message and AI-call steps need funds in the workspace wallet.

Create a workflow

1. In the sidebar, click Workflows, then New Workflow.
2. Choose a trigger — what starts the workflow.
3. Name the workflow and click Create & open builder.

Build it

Click to enlarge

1. On the canvas, click Add step and pick an action from "What should happen next?".
2. Click a step to open its settings in the right-hand panel and fill them in.
3. For an email step, use the To field for one address or several — separate multiple addresses with commas.

Save and publish

Click Save as you go — this saves your work but doesn't check it's complete. When you're ready to make the workflow live, click Push to production. If it's greyed out, hover over it to see what's still missing.

Test it

Test this step only works if the workflow's trigger is a webhook that has already received at least one sample payload. For other trigger types (a call finishing, a schedule, an incoming text), test by actually triggering the workflow instead.

Related: Choose a workflow trigger, Route and transform data, Use variables, Review call history.