Three Workflow Categories:
Workflow Automation offers multiple categories to help you design automations based on your business needs.
Each category serves a specific purpose, from making internal system updates to running full-fledged communication journeys.
This section provides an overview of all available Workflow Automation categories and helps you choose the right one while creating an automation.
When you create a new workflow, you will be asked to select one of the following categories:
1. Update Attributes, Fields, or Add Milestones -
This workflow category is used to automate internal system updates without sending any communication to the lead. It helps you keep your CRM data updated automatically based on defined conditions.
What Can You Do Using This Category?
You can use this category to:
Update lead or application attributes such as Priority, Lead Owner, Status, etc.
Apply updates immediately or after a defined time delay.
This category is ideal when only backend or CRM-level changes are required and no communication needs to be sent to the lead.
How to Configure This Workflow (Step-by-Step)
Step 1: Select the Category
While creating a new workflow, select Update Attributes, Fields, or Add Milestones as the workflow category.
Step 2: Add Basic Workflow Details
Once the category is selected, a new dashboard will open as you can see this below.
Here, you need to enter the basic information:
Automation Name – Give a meaningful name to identify the workflow easily.
Start Date – Select the date from which the automation should start.
Start Time – Define the time at which the automation should begin running.
Step 3: Define the IF Condition (Trigger Rules)
On the left-hand side, just below the automation name, you will see the IF and THEN options.
In the IF section:
Choose whether the workflow should apply to Leads or Applications.
Apply the required filters and conditions.
Example:
Status is equal to Untouched
Lead Creation Date is more than 2 hours ago
This means the workflow will only trigger for leads that were created more than 2 hours ago and are still untouched.
Step 4: Define the THEN Action (System Update)
After setting the IF condition, move to the THEN section.
Here, you can define what action should be taken once the conditions are met.
Example continuation:
Select Change Lead Owner
Choose the new Lead Owner from the list
Once configured, the system will automatically update the lead owner for all leads that match the IF conditions.
How This Helps
Ensures leads are automatically reassigned if not actioned on time.
Keeps lead data updated without manual intervention.
Reduces dependency on manual monitoring and follow-ups.
2. Send Immediate Communication -
What Can You Do Using This Category?
This category helps you send instant communication to leads based on specific actions or conditions, without any manual effort. It ensures:
Immediate response to lead actions
Faster engagement and improved conversion
Consistent communication using predefined templates
You can automatically send Email, SMS, or WhatsApp messages as soon as the defined condition is met.
How to Configure This Workflow (Step-by-Step)
Step 1: Select the Category
Choose Send Immediate Communication from the workflow automation categories.
Step 2: Add Basic Workflow Details
Once the category is selected, a new dashboard will open.
Enter the following details:
Automation Name Give a meaningful name to easily identify the workflow.
Start Date Select the date from which the automation should start.
Start Time Define the time at which the automation should begin running.
Step 3: Define the IF Condition (Trigger Rules)
In this step, you need to define when the communication should be sent.
Select the IF condition Example: Lead Status is equal to Interested
You can add multiple conditions based on your requirement. For example: If you want to send communication only for a specific course, you can add a course-related condition along with the status condition.
Step 4: Configure the THEN Action (Send Communication)
Under the THEN section, define how the communication should be sent.
Select the communication type:
Email
SMS
WhatsApp
Configure the communication details:
Sender Name
From Email Address
Reply-To Email Address
Select the recipient for the communication:
Primary Email or Primary Number
Alternate Email or Alternate Number
Father Email or Father Number
Mother Email or Mother Email
Step 5: Select and Manage Templates
Choose the Email or WhatsApp template created in the system.
You can:
Preview the template using the eye icon on the right side
Remove/Delete the selected template if chosen by mistake
Add a new template as required
Step 6: Save the Workflow
Once all conditions and actions are configured, click on the Save button available at the bottom-right corner of the screen.
Step 7: Confirm and Activate the Workflow
After clicking on Save, a Save Workflow confirmation pop-up will appear.
Review the configured workflow rule details carefully.
Click on Confirm to proceed.
Once confirmed, the workflow automation will be successfully saved and activated.
Outcome:
Leads receive instant communication as soon as the defined condition is met.
No manual dependency for sending emails or WhatsApp messages.
Improved response time and better lead engagement.
3. Nurture With Time Based Workflow -
The Nurture with Time-Based Workflow category allows you to automate multiple actions over a defined timeline. You can send a series of communications with time delays, trigger dependent actions based on lead responses, and update CRM attributes automatically.
This category is designed to help you nurture leads systematically while also ensuring your CRM data remains accurate and up to date without continuous manual intervention.
What Can You Do Using This Category?
You can use this category to:
Send multiple communications (Email, SMS, WhatsApp) with a time delay between each message.
Configure dependent actions based on outcomes (for example, whether a lead responds or not).
Automatically update lead or application attributes such as:
Priority
Lead Owner
Lead Status
Other custom fields
Apply updates immediately or after a defined time interval.
Automate internal CRM updates without sending any communication to the lead, when required.
When Should You Use This Category?
When you want to nurture leads over a period of time instead of sending a single instant message.
When CRM fields need to be updated automatically based on lead behavior or time-based rules.
When only backend or system-level updates are required and no communication needs to be sent to the lead.
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