Creating Workflows
This guide walks you through creating a workflow from scratch, configuring its trigger, adding conditions and actions, and assigning it to your agents.
Step-by-Step
1. Open the Workflows Page
Navigate to Workflows in the sidebar. You will see a list of any existing workflows, or an empty state if you have not created one yet.
2. Create a New Workflow
Click the New Workflow button. A form will appear with the following fields:
- Name (required) — Give your workflow a descriptive name, e.g., “Log Calls to HubSpot” or “Send Slack Alert on Negative Sentiment”
- Description (optional) — Add a brief note explaining what this workflow does and why
3. Configure the Trigger
Select the trigger type. Currently, the only available trigger is Post-Call, which fires after every call handled by the assigned agents.
4. Add Conditions (Optional)
Conditions let you filter which calls this workflow should run for. Click Add Condition to define a filter rule.
For example:
call_statusequalscompleted— Only run for calls that completed successfullycall_durationgreater_than60— Only run for calls longer than one minutesentimentequalsnegative— Only run when the caller was unhappy
Multiple conditions use AND logic, meaning all conditions must be true for the workflow to execute.
5. Add Actions
Click Add Action to choose what the workflow should do. Select an action type from the available categories:
- CRM — GoHighLevel and HubSpot actions
- Calendar — Google Calendar and Calendly actions
- Messaging — Email, SMS, and Slack
- Integration — Webhook
Configure the action’s settings (these vary by action type). You can add multiple actions — they execute in order from top to bottom.
6. Assign Agents
Choose which agents this workflow applies to:
- All agents — The workflow runs for every call across all agents
- Specific agents — Select individual agents from the list
This lets you have different workflows for different agents. For example, a sales agent might log calls to your sales CRM pipeline, while a support agent logs to a support pipeline.
7. Save and Enable
Click Save to create the workflow. Use the enable/disable toggle to control whether the workflow is active. A disabled workflow will not run, even if matching calls come in.
Tips for Workflow Design
Start simple. Create a workflow with one action first, verify it works in the Execution Log, then add more actions.
Use descriptive names. When you have several workflows, clear names like “GHL - Log Call + Tag Contact” are much easier to manage than “Workflow 1”.
Test with a test call. After creating a workflow, make a Test Call with one of the assigned agents. Check the Execution Log to confirm the workflow ran and all actions succeeded.
Action order matters. Actions execute sequentially. If your workflow creates a contact and then logs a call to that contact, make sure the “create contact” action is listed before the “log call” action.
Editing a Workflow
Click on any existing workflow in the Workflows list to edit it. You can modify the name, description, conditions, actions, and agent assignments. Changes take effect immediately after saving.
Deleting a Workflow
To delete a workflow, open it and click Delete. This action is permanent and cannot be undone. Any future calls will no longer trigger this workflow. Past execution history is retained in the Execution Log.