Automations

Automations let you build event-driven workflows that execute actions when CRM events occur. Manage automations from the Automations page in the main navigation, or via the API.

Concepts

Term	Description
Trigger	The event that starts the automation (e.g., `opportunity.stage_changed`)
Conditions	Optional filters that must match for the automation to proceed
Actions	Steps executed in sequence when the trigger fires
Status	`draft`, `active`, `paused`, or `archived`

Creating an Automation

Via the UI

Navigate to Automations and click New Automation
Name your automation and add a description
Configure the trigger event and optional conditions
Add one or more actions (e.g., send email, update field, create task, notify user)
Use the visual workflow builder to arrange and connect nodes
Set status to Active when ready

Via the API

POST /api/v1/automations
Content-Type: application/json

{
  "name": "Auto-assign high-priority cases",
  "trigger": {
    "event": "case.created",
    "conditions": { "priority": "critical" }
  },
  "actions": [
    {
      "type": "assign_to_queue",
      "params": { "queue_id": "..." }
    },
    {
      "type": "send_notification",
      "params": { "channel": "slack", "message": "Critical case created" }
    }
  ],
  "status": "active"
}

Automation Runs

Each time an automation triggers, a run is created. Runs track:

Status: running, completed, failed
Steps: Individual action execution results
Duration: How long the run took

View run history from the automation detail page or via GET /api/v1/automations/{id}/runs.

Human-in-the-Loop Tasks

Automations can include human task steps that pause execution until a team member completes the task. Complete a pending task via the UI or API:

POST /api/v1/automations/{id}/runs/{runId}/complete-task
Content-Type: application/json

{
  "output": { "approved": true, "notes": "Looks good" }
}

When the Configuration Sandbox is active, sandbox automations execute in dry-run mode — they evaluate triggers and conditions against live data but skip side effects (no emails sent, no records updated, no webhooks fired). Dry-run executions are logged in the run history so you can verify behavior before promoting.

Best Practices

Start with draft status while testing
Use conditions to avoid over-triggering
Monitor the run history for failures
Use human-in-the-loop for approval workflows
Use the sandbox to test automation changes against real data before going live