Automation takes care of the repetitive parts of your CRM workflows, so your team can stay on the front foot. By setting up triggers and actions, you can automate things like sending notifications, updating records, and keeping communication flowing, saving time and cutting down on manual errors. This guide walks you through how to configure these tools in the CRM so you never miss a new lead.

Accessing Triggers

From the menu on the left-hand side, click Automation > Workflows > +Create Workflow > +Start from Scratch.

Creating a New Rule

Inside the workflow, click the "+ Add New Trigger" button. This sets the condition that fires the workflow.

Setting Up the Trigger

Under the "Contact" section, select "Contact Created". This fires the workflow whenever a new lead is added to the system.

To narrow the trigger to specific contacts, use the "Define Filters" option. For example, you can select "Has Tag" and specify a tag such as "New Lead" to target only leads associated with that tag.

Once you've set your trigger conditions, click Save Trigger.

Defining the Action

Actions are what the workflow does once the trigger fires. For example, you can notify your team about new leads. To add an action, click the "+" sign below the trigger and choose from options like sending an email, SMS, or system notification. For this guide, we'll use "Send Internal Notification".

Email Notification

To configure email notifications, fill in the following fields:

  • From Name: Enter the name or email address that will appear as the sender. This could be your business email or a system-generated address, so recipients know who it's from.
  • From Email: Enter the email address the notification will be sent from. Make sure it's one your recipients will recognise.
  • To: Add the recipient's email address. To notify multiple people, separate each address with a comma.
  • Subject and Message: Write a clear subject line that explains what the email is about. Add a message or choose a template, and use custom values (such as the contact's name, email, or phone number) to personalise it. Including lead details makes the notification more useful for whoever receives it.

Notification

The In-App Notification section lets you send a notification directly within the CRM to alert users about specific actions or updates. In the dropdown, set the type of notification to "Notification" for an in-app alert.

SMS Notification

SMS is another way to keep your team updated in real time. Here's how to set it up:

  • To: Enter the recipient's phone number. As with email, you can notify multiple people by separating numbers with commas.
  • Message: Write a short, clear message from scratch or using the AI tool. Use custom values for personalisation. For example, you could include the lead's first name or the source of the enquiry.

WhatsApp Notification

WhatsApp is the final option for keeping your team updated in real time. Here's how to set it up:

  • To: Choose to send the notification to the assigned user or a particular user.
  • Message: Craft a brief message from scratch or use a template. Use custom values for personalisation.

Activating the Workflow

Once all your triggers and actions are in place, toggle the workflow from "Draft" to "Publish" using the button at the top of the page. This makes the automation live, and notifications will start sending as configured.

Save

After publishing, click Save in the top-right corner to make sure all your changes are stored.

With your triggers and actions in place, the CRM handles the notifications so your team can focus on the leads themselves. Whether you're using email, SMS, or in-app alerts, automation keeps communication timely and consistent.

Troubleshooting Tips

  • Not Receiving Notifications: Check that the workflow is published, the trigger is configured correctly, and the recipient details (email addresses or phone numbers) are accurate.
  • Custom Values Not Displaying Properly: Check the syntax of your custom values. An incorrect format can cause them not to display as expected.