Set up a workflow: send a WhatsApp when a lead changes stage

Open Automation → Workflows

Open Automation → Workflows. While you have no workflows yet, the page shows Start with a ready-made workflow. Each one opens in the builder for you to finish, and nothing runs until you turn it on. For a blank builder, click Start from scratch or New workflow. Once you have a workflow, the ready-made cards no longer show, and New workflow opens a blank builder.

Choose what starts it (When)

Under When, pick one of the 12 triggers in Starts when. On a card: A card is created, A card enters a stage, A card is won, A card is lost, A card is assigned, A card field gets a value or changes and A card date is reached. On a contact: A tag is added, A tag is removed, A contact is assigned, A contact field gets a value or changes and A contact date is reached.

For this guide, pick A card enters a stage and choose the stage, for example Site visit. A card counts when it moves into the stage or is created straight into it. The date triggers work from a date field you add to your contacts or cards: pick On the day, some days before or after, and tick Every year for birthdays and anniversaries. They start at about 9 am in your workspace's time zone (or when your quiet hours end, if they cover 9 am), and past days are never caught up.

Add conditions (Only if)

Under Only if, add the checks a card must pass before the steps run: any contact or card field, tags, the amount, dates, Days in this stage, or Changed by (a person, a chatbot flow, a workflow, AI or an integration). With more than one check, pick Match all of these or Match any of these. For the site-visit example, add City is any of Pune, with City as a pick-from-list contact field. With no conditions, it runs for every card.

Add the steps (Then)

Under Then, add the steps in the order they should run. For the example: Send a WhatsApp template with your approved visit confirmation, Create a task "Confirm the visit with {{contact.name}}" for The card's owner, Update tags to add site-visit, and Notify the card's owner.

Fill each template variable from the contact's or the card's details, and give it a Default if blank (optional). If a variable is still blank and has no default, the send is skipped and run history says "Missing value for {{1}}". Wait until the chat is free is ticked on every new send step: while a chatbot flow or a teammate is talking with the customer, it holds the template for up to 1 hour, then sends anyway.

Use If / else to send different customers down different steps, with up to 10 branches. Use Wait to pause For a set time, up to 90 days, or Until a date.

Decide whether it runs again

When the workflow sends a message, Settings asks whether to run again for the same card. Only the first time (recommended) sends once for each card, even if it leaves the stage and comes back. Every time runs on each new entry, and is the recommended choice for date triggers, so a birthday wish goes out every year.

Try it on a real card

Save, then use Try it beside the builder: search for a card (or a contact, for a contact trigger), pick it and click Try. It shows whether the workflow would run, which conditions pass, the Steps that would run and a Message preview filled in with that customer's details. Nothing is changed or sent.

Try it doesn't check the daily marketing cap or the monthly message limit, or skip a message that would go out more than 6 hours late. Those checks happen when the workflow really runs.

Check for problems, then Activate

Check for problems lists what to fix in each section. Activate opens the Turn on dialog. It lists the templates the workflow sends and marks the Marketing ones, and a WhatsApp number with Low quality blocks it. When cards are already in the stage, it says Runs from now on: those cards won't get it. For a workflow that starts when a card is created, enters a stage, is won or is lost, sends a message and has no Wait or Start a follow-up, it also estimates the messages a month, going by the last 30 days. Click Turn on.

Read run history and fix Needs attention

Open Run history from the list or the builder. Each run is Done, Partly done, Didn't run, Failed, Running or Waiting, with the reason in plain words, for example "City doesn't match (needs Pune)" or "The customer opted out of WhatsApp messages". Run history is kept 90 days (Didn't run rows: 30 days).

If something a workflow needs breaks, such as a template that is no longer approved or a deleted stage, the list marks it Needs attention. Click Fix to open the builder with Check for problems already run.