Skip to main content
A workflow is a linear automation that enrols a contact when a trigger occurs, then processes email and delay steps in order.

​
Create a workflow

  1. Go to Marketing → Workflows
  2. Click New workflow
  3. Enter an internal name
  4. Choose and configure the trigger
  5. Click a + connector to add email and delay steps
  6. Choose the re-entry policy
  7. Add optional internal tags
  8. Click Save for a draft or Activate
A workflow must have a name, a valid trigger configuration, and at least one email step whose template exists.

​
Choose a trigger

Use a precise, stable custom-event name such as trial_started or order_shipped. Event production must be configured by the application or integration that supplies Marketing events; creating the name in the workflow does not make the external event happen.

​
Add email steps

Click a connector and choose Email, then select a saved template. The step sends using that template’s:
  • Subject and preview text
  • Sender and reply-to identity
  • Design or HTML content
  • Plain-text alternative
  • Merge fields
If a template is renamed, the workflow still references it by UUID. If it is deleted, the step no longer has usable content, so review workflows before deleting templates.

​
Add delay steps

Choose Delay, then configure:
  • Positive numeric value
  • Minutes, hours, or days
Delays are relative: the contact waits that long after reaching the step, then moves to the next node. Example welcome sequence:

​
Arrange the sequence

Use the controls on a step to:
  • Move it up
  • Move it down
  • Delete it
Use any connector + to insert a new step at that position. The final Exit node marks workflow completion.

​
Configure re-entry

Use once for most welcome and onboarding sequences. Choose a repeatable policy only when receiving the sequence multiple times is expected and safe.
An always workflow paired with a frequently emitted event can send more messages than intended. Confirm event frequency and add deliberate delays before activation.

​
Draft, activate, and pause

  • Save stores the current workflow configuration
  • Activate saves it and begins accepting matching triggers
  • Pause stops the active workflow from continuing to operate
The list shows Draft, Active, Paused, or Archived status along with the trigger and tags. Deleting a workflow stops enrolled contacts from receiving its remaining emails. This is permanent, so pause first when you only need a temporary stop.

​
Test before activation

There is no substitute for testing the templates and trigger path:
  1. Send a test from every template
  2. Use a dedicated test audience or contact
  3. Temporarily shorten delays when validating a new sequence
  4. Trigger one known record
  5. Confirm the expected order in Marketing → Logs
  6. Restore production delays
  7. Review the re-entry policy
  8. Activate for the intended audience or event

​
Monitor workflow email

Use Marketing → Metrics and select Non-broadcast to isolate automated and template-based transactional traffic from broadcasts. In Marketing → Logs, filter by recipient, subject, contact ID, date, or status. A log detail page links back to the contact and displays delivery, open, and click events.