> For the complete documentation index, see [llms.txt](https://docs.extraaedge.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.extraaedge.com/workflow-automation/three-workflow-categories.md).

# 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:

### <mark style="color:$danger;">1. Update Attributes, Fields, or Add Milestones -</mark>

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.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2Fg8YhccEsafLhqTQzpHOP%2Fimage.png?alt=media&amp;token=f5da7248-f4d2-48c1-b5d9-97d918058bf8" alt=""><figcaption></figcaption></figure>

#### 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.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FajlcDnLZWBZlvRd5y4Cw%2Fimage.png?alt=media&amp;token=a222a23d-2ba0-40c8-a4b3-5b515c5cea5d" alt=""><figcaption></figcaption></figure>

#### 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.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FoUts2anX36a5gXAGD3uM%2Fimage.png?alt=media&amp;token=298aaee7-fb0b-49c8-a488-6aeb24376351" alt=""><figcaption></figcaption></figure>

#### 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.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FvmPhplood8NsAUdxvALS%2Fimage.png?alt=media&amp;token=196397ad-c40a-445d-a3f9-01ac76ba110d" alt=""><figcaption></figcaption></figure>

#### 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.

{% hint style="info" %}
This completes the setup for the **Update Attributes, Fields, or Add Milestones** workflow. In the next section, we will explore more use cases and advanced configurations for this category.
{% endhint %}

### <mark style="color:$danger;">2. Send Immediate Communication -</mark>

#### **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.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2F0qM8JRPPnZNpXCUmFkj1%2Fimage.png?alt=media&amp;token=ae0a7f3b-17f3-40b1-a93f-802bdbd0d993" alt=""><figcaption></figcaption></figure>

#### **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.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2Fu5XldRwsHg69Nz2jwAaM%2Fimage.png?alt=media&amp;token=04a50663-5193-4410-b071-aa42a3e7487d" alt=""><figcaption></figcaption></figure>

#### **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.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FB5TuLwhzWHGCqB3fPeIv%2Fimage.png?alt=media&amp;token=e59aed34-46a1-4408-8330-68758e17b456" alt=""><figcaption></figcaption></figure>

#### **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&#x20;

#### **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

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2Fxx2gkKWeqJ8KCEnLZYxz%2Fimage.png?alt=media&amp;token=97756fc8-cdcc-4174-8b6f-cf22f28e3ed9" alt=""><figcaption></figcaption></figure>

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FAYOFmzxqWzTDDNe79Bcz%2Fimage.png?alt=media&amp;token=149ffa9a-87ac-4047-bd23-a0aa64ceb94c" alt=""><figcaption></figcaption></figure>

#### **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.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FVK6F7bTJvFLIMJI18hLP%2Fimage.png?alt=media&amp;token=a7459cee-a6ae-478d-816a-dce208598a57" alt=""><figcaption></figcaption></figure>

#### **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**.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FeGzhq6cQ2rLmieKsUFvo%2Fimage.png?alt=media&amp;token=e576a5a2-3766-4561-8a89-e115ede93ffa" alt=""><figcaption></figcaption></figure>

#### **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.

{% hint style="info" %}
This completes the setup for the **Send Immediate Communication** workflow. Using this category, you can ensure instant engagement with leads through automated Email, SMS, or WhatsApp messages based on defined conditions.
{% endhint %}

### <mark style="color:$danger;">3. Nurture With Time Based Workflow -</mark>

\
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.

#### **How to Configure This Workflow (Step-by-Step)**

#### **Step 1: Select the Workflow Category**

* Choose **Nurture with time based workflow** from the Workflow Automation categories.

<figure><img src="https://1269891995-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MBcp5wHcn5Xp2CkbcCV%2Fuploads%2FzcO5MN5iZ2E9BMLDmZe1%2Fimage.png?alt=media&amp;token=1d621c5d-41fe-45f8-b713-47b3a3845780" alt=""><figcaption></figcaption></figure>

#### **Step 2: Add Basic Workflow Details**

Once the category is selected, a new dashboard will open. Enter the following details:

* **Automation Name:**\
  Provide 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.\ <br>