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Workflows

Getting Started with Workflows

Learn how to build and automate workflows in GHL Customer Care using triggers, actions, and templates.

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On this page
  1. What are Workflows?
  2. Example:
  3. Workflow Triggers
  4. Example:
  5. Workflow Actions
  6. Example:
  7. Tasks Worth Automating
  8. Workflow Recipes: Pre-Built Templates
  9. How to Create a Workflow
  10. Step 1: Choose a Trigger
  11. Step 2: Add Trigger Filters (Optional)
  12. Example:
  13. Step 3: Add Workflow Actions
  14. Workflows Landing Page (Updated Experience)
  15. Types of Advanced Workflows
  16. IF/Else Conditions
  17. Chaining Multiple Workflows
  18. Webhooks (Trigger & Action)
  19. Troubleshooting Workflow Issues
  20. Frequently Asked Questions
  21. Related Articles

Workflows help you automate repetitive tasks so you can save time and scale your business. Once configured, workflows run automatically based on triggers and perform a sequence of actions without manual intervention.

You can use workflows to manage leads, automate follow-ups, send communications, and streamline operations across your business.

TABLE OF CONTENTS

What are Workflows?

A workflow is an automated sequence of actions triggered by a specific event.

Example:

  • A lead submits a form → send confirmation email + SMS

  • A customer books an appointment → notify team + follow-up

Workflows consist of:

  • Trigger → Starts the workflow

  • Actions → Tasks performed after the trigger

Workflow Triggers

Triggers define when a workflow begins.

Example:

  • Form submitted

  • Appointment booked

  • Payment received

Example: (image 1 of 7) What this shows Form submitted Appointment booked Payment received What this shows Illustrates the "Example:" section of "Getting Started with Workflows". This screenshot appears in the "Example:" section of "Getting Started with Workflows". The text alongside this image reads: Form submitted Appointment booked Payment received. Immediately after, the guide continues: Actions are the steps that occur after a trigger fires. Image 1 of 7 What this coversForm submitted Appointment booked Payment received Next stepActions are the steps that occur after a trigger fires.

Workflow Actions

Actions are the steps that occur after a trigger fires.

Example:

  • Send email or SMS

  • Create or update contact

  • Assign tasks or opportunities

Example: (image 2 of 7) What this shows Send email or SMS Create or update contact Assign tasks or opportunities What this shows Illustrates the "Example:" section of "Getting Started with Workflows". This screenshot appears in the "Example:" section of "Getting Started with Workflows". The text alongside this image reads: Send email or SMS Create or update contact Assign tasks or opportunities. Immediately after, the guide continues: Automate repetitive tasks such as. Image 2 of 7 What this coversSend email or SMS Create or update contact Assign tasks or opportunities Next stepAutomate repetitive tasks such as:

Tasks Worth Automating

Automate repetitive tasks such as:

  • Lead nurturing campaigns

  • Appointment scheduling

  • Follow-ups and reminders

  • Customer onboarding

  • Feedback collection

  • CRM updates

Automation improves efficiency, consistency, and scalability.

Workflow Recipes: Pre-Built Templates

GHL Customer Care provides pre-built templates to help you get started quickly.

You can:

  • Use ready-made workflows

  • Customize them for your needs

  • Save time building from scratch

Workflow Recipes: Pre-Built Templates (image 3 of 7) What this shows Use ready-made workflows Customize them for your needs Save time building from scratch What this shows Illustrates the "Workflow Recipes: Pre-Built Templates" section of "Getting Started with Workflows". This screenshot appears in the "Workflow Recipes: Pre-Built Templates" section of "Getting Started with Workflows". The text alongside this image reads: Use ready-made workflows Customize them for your needs Save time building from scratch. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Workflows are created in three main steps. Image 3 of 7 How to confirmUse ready-made workflows Customize them for your needs Save time building from scratch
Fields in this part of the guide Customize them for your needs
Next stepWorkflows are created in three main steps:
All 3 steps in this procedure
  1. Use ready-made workflows
  2. Customize them for your needs
  3. Save time building from scratch

How to Create a Workflow

Workflows are created in three main steps:

Step 1: Choose a Trigger

Select the event that starts the workflow.

  • Click Add New Trigger

  • Choose from available triggers

Step 1: Choose a Trigger (image 4 of 7) What this shows Click Add New Trigger Choose from available triggers What this shows Illustrates the "Step 1: Choose a Trigger" section of "Getting Started with Workflows". This screenshot appears in the "Step 1: Choose a Trigger" section of "Getting Started with Workflows". The text alongside this image reads: Click Add New Trigger Choose from available triggers. Immediately after, the guide continues: Filters refine when the workflow should trigger. Image 4 of 7 What to chooseClick Add New Trigger Choose from available triggers Next stepFilters refine when the workflow should trigger.

Step 2: Add Trigger Filters (Optional)

Filters refine when the workflow should trigger.

Example:

  • Only trigger for incoming calls

  • Only trigger for a specific phone number

Example: (image 5 of 7) What this shows Only trigger for incoming calls Only trigger for a specific phone number What this shows Illustrates the "Example:" section of "Getting Started with Workflows". This screenshot appears in the "Example:" section of "Getting Started with Workflows". The text alongside this image reads: Only trigger for incoming calls Only trigger for a specific phone number. Immediately after, the guide continues: Actions define what happens after the trigger. Image 5 of 7 What this coversOnly trigger for incoming calls Only trigger for a specific phone number Next stepActions define what happens after the trigger.

Step 3: Add Workflow Actions

Actions define what happens after the trigger.

  • Click Add Action

  • Select the action you want

Step 3: Add Workflow Actions (image 6 of 7) What this shows Click Add Action Select the action you want What this shows Illustrates the "Step 3: Add Workflow Actions" section of "Getting Started with Workflows". This screenshot appears in the "Step 3: Add Workflow Actions" section of "Getting Started with Workflows". The text alongside this image reads: Click Add Action Select the action you want. Immediately after, the guide continues: The Workflows landing page has been redesigned to make it easier to get started. Image 6 of 7 What to chooseClick Add Action Select the action you want Next stepThe Workflows landing page has been redesigned to make it easier to get started.

Workflows Landing Page (Updated Experience)

The Workflows landing page has been redesigned to make it easier to get started.

You now have three clear options:

  • Build using AI – Describe your workflow and let AI generate it

  • Browse Templates – Choose from pre-built workflows

  • Create Workflow – Start from scratch

This helps new users quickly choose the best way to begin building workflows.

If AI Builder is disabled in Labs, the previous landing experience will be shown instead.

Workflows Landing Page (Updated Experience) (image 7 of 7) What this shows If AI Builder is disabled in Labs, the previous landing experience will be shown instead. What this shows Illustrates the "Workflows Landing Page (Updated Experience)" section of "Getting Started with Workflows". This screenshot appears in the "Workflows Landing Page (Updated Experience)" section of "Getting Started with Workflows". The text alongside this image reads: If AI Builder is disabled in Labs, the previous landing experience will be shown instead. Immediately after, the guide continues: Split contacts into different paths based on conditions. Image 7 of 7 What this coversIf AI Builder is disabled in Labs, the previous landing experience will be shown instead. Next stepSplit contacts into different paths based on conditions.

Types of Advanced Workflows

IF/Else Conditions

Split contacts into different paths based on conditions.

Chaining Multiple Workflows

You can connect multiple workflows together to automate full pipelines and customer journeys.

Webhooks (Trigger & Action)

Webhooks allow GHL Customer Care to communicate with external systems and automate workflows across platforms.

Troubleshooting Workflow Issues

  1. Test with a fresh contact: Use a new contact that has not previously entered the workflow to rule out prior enrollment or re-entry restrictions.

  2. Review trigger filters: Confirm the contact meets all trigger conditions and filters required to enter the workflow.

  3. Check re-entry settings: Verify whether the workflow allows the same contact to enter more than once when repeat enrollment is expected.

  4. Compare live behavior with test mode: If the workflow works in test mode but not with a live contact, review the live trigger event and enrollment conditions.

  5. Review execution and error logs: Check the workflow execution history for skipped steps, failed actions, or error messages that can help identify the cause.

  6. Escalate with evidence: If the issue continues, provide the affected contact, workflow name, approximate test time, screenshots, and relevant execution or error details when contacting support.

Frequently Asked Questions

Q: What is the difference between a trigger and an action?

A trigger starts the workflow when a specific event occurs, while actions are the steps that run after the trigger is activated.

Q: Can I use multiple triggers in one workflow?

Yes. You can add multiple triggers to a workflow, allowing contacts to enter from different sources.

Q: Are workflow filters required?

No, filters are optional. However, they are recommended to ensure workflows only run under specific conditions.

Q: Can I edit a workflow after creating it?

Yes. You can update triggers, filters, and actions at any time.

Q: Will workflows run automatically once created?

Yes, as long as the workflow is published and the trigger conditions are met.

Q: What happens if a workflow is not working correctly?

Check your trigger conditions, filters, and workflow settings. Testing with a fresh contact is also recommended.

Q: Can I use AI to create workflows?

Yes. The updated Workflows landing page allows you to describe your workflow and generate it using AI.

Frequently asked questions

What are Workflows?
A workflow is an automated sequence of actions triggered by a specific event.

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