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Create Workflow

Turn a repeatable business task into a clear sequence of steps.

In the CRM: Workflows → Create Workflow

Name the result you want

Use a name such as “New enquiry follow-up” or “Notify sales after an AI call.” Choose a category to organize the list and add a short description that another team member can understand.

The green Trigger card is the starting point. Open it and choose the event that matches how the enquiry reaches your business.

An unsaved example showing the first fields in the native builder. Select the image to enlarge it.

Build the sequence

Choose a step, then configure its card in the workflow. Select the image to enlarge it.
  1. Choose the trigger. For a Facebook form, complete the connected account, Page and form choices. For AI Call Ended, choose the relevant agent and result filters.
  2. Choose an action under Add Steps. Open its card, give it a useful Step Label and fill in its settings.
  3. Add a staff task, message, delay or condition as needed. Arrange the cards in the order the work should happen.
  4. For a condition, choose the next destination for both If matched and If not matched. Recheck those choices after rearranging or removing cards.
  5. Choose Save Workflow. A new workflow is saved as Draft. Return to All Workflows and use Activate when its resources and steps are ready.

Prepare the services the steps will use

  • For Send SMS, prepare an approved sending number from your connected Telnyx setup and enter the message.
  • For Send Email, create the email template and select an active SMTP email sender.
  • For Assign/Share Lead, Create Task or team notifications, add the staff who will handle the work.
  • For Voice AI Call, create an active outbound AI agent and connect its calling number and instructions.
  • For task deadlines, choose a named time zone such as America/Los_Angeles so the deadline matches the team’s day.

Review the first run

Use a test account with a contact you control to check the complete process. The editor’s Test Run uses the account’s first contact automatically and executes the actions; it does not ask you to choose a recipient.

After the event or test, open View Jobs and check the result in the relevant task, message or call screen. When editing an existing active workflow, Save Workflow preserves its active status, so pause it first when you want to work on the changes before putting them into use.