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Workflows

Workflow Builder Walkthrough

Learn how to use the GHL Customer Care Workflow Builder to add triggers, actions, conditions, waits, and branches so you can build and publish automations faster.

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On this page
  1. Infinite Canvas Layout
  2. Move workflow nodes directly on the canvas
  3. Workflow Switcher
  4. Adding New Triggers
  5. Adding New Actions
  6. Connect Integration-Powered Actions and Triggers
  7. Stats View
  8. Testing the Workflow
  9. Saving the Workflow
  10. Version History
  11. How Workflow Changes Effect Contacts Already in Progress
  12. Draft/Publish Toggle
  13. Best Practices for Workflows
  14. Frequently Asked Questions
  15. Further Reading

Welcome to the Workflow Builder Walkthrough! This guide is designed to help you understand and navigate the Workflow Builder. Whether you're new to workflows or looking to refresh your knowledge, this article will guide you through key features, best practices, and tips for success.

TABLE OF CONTENTS

What Is This Workflow Builder Walkthrough?

This article provides a comprehensive overview of the Workflow Builder, including its layout, functionality, and best practices. If you're looking for more specific topics, such as advanced triggers or detailed action configurations, explore our related articles:

Infinite Canvas Layout

The Workflow Builder’s Infinite Canvas allows for an expansive view of your workflows. You can:

  • Use the Fit to Screen and Zoom In/Zoom Out buttons in the bottom-left corner to adjust the view.
  • Utilize the Minimap in the bottom-right corner to navigate your current position within the workflow.

Best Practices: Keep complex workflows organized by grouping related actions and using clear naming conventions. Try to keep workflows small enough to be seen in one screen. This aids understanding and troubleshooting.

Move workflow nodes directly on the canvas

In the Standard Workflow Builder, you can move nodes directly on the canvas.

  • Hover over a node to reveal the 6-dot drag handle.
  • Click and hold the drag handle to move the node.
  • Drop the node where you see the Move here indicator.

This makes it easier to reorganize steps and branches without moving each node from the right-click menu.

Move workflow nodes directly on the canvas (image 1 of 13) What this shows This makes it easier to reorganize steps and branches without moving each node from the right-click menu. What this shows Illustrates the "Move workflow nodes directly on the canvas" section of "Workflow Builder Walkthrough". This screenshot appears in the "Move workflow nodes directly on the canvas" section of "Workflow Builder Walkthrough". The text alongside this image reads: This makes it easier to reorganize steps and branches without moving each node from the right-click menu. Immediately after, the guide continues: The Workflow Switcher allows you to quickly move between workflows without leaving the builder. Image 1 of 13 What to clickThis makes it easier to reorganize steps and branches without moving each node from the right-click menu.
Buttons and menus referenced Move here
Next stepThe Workflow Switcher allows you to quickly move between workflows without leaving the builder.
All 3 steps in this procedure
  1. Hover over a node to reveal the 6-dot drag handle.
  2. Click and hold the drag handle to move the node.
  3. Drop the node where you see the Move here indicator.

Workflow Switcher

The Workflow Switcher allows you to quickly move between workflows without leaving the builder.

You can open it from the left panel or by pressing **Shift + W**, then search or scroll to select another workflow.

For more details, see: Using the Workflow Switcher in GHL Customer Care

Adding New Triggers

Triggers define the events that start your workflows. Follow these steps:

  1. Click the Add New Trigger button.
  2. Select a trigger from the list (e.g., Contact Added, Appointment Booked).
  3. Configure the trigger with relevant settings.
Tip: Use the search bar and category filters to find triggers faster. Search results may include additional context (such as badges and app details) to help you pick the right trigger.
Adding New Triggers (image 2 of 13) What this shows Tip: Use the search bar and category filters to find triggers faster. What this shows Illustrates the "Adding New Triggers" section of "Workflow Builder Walkthrough". This animation appears in the "Adding New Triggers" section of "Workflow Builder Walkthrough". The text alongside this image reads: Tip: Use the search bar and category filters to find triggers faster. Search results may include additional context (such as badges and app details) to help you pick the right trigger. Immediately after, the guide continues: Important: All triggers in the workflow will activate when their specific conditions are met. Ensure that your trigger setup aligns with your desired workflow initiation. Image 2 of 13 What to chooseTip: Use the search bar and category filters to find triggers faster. Search results may include additional context (such as badges and app details) to help you pick the right trigger.
Buttons and menus referenced Add New Trigger
Next stepImportant: All triggers in the workflow will activate when their specific conditions are met. Ensure that your trigger setup aligns with your desired workflow initiation.
All 3 steps in this procedure
  1. Click the Add New Trigger button.
  2. Select a trigger from the list (e.g., Contact Added, Appointment Booked).
  3. Configure the trigger with relevant settings.

Important: All triggers in the workflow will activate when their specific conditions are met. Ensure that your trigger setup aligns with your desired workflow initiation.

For a comprehensive list of triggers, visit A List of Workflow Triggers.

Use Keyboard Shortcuts in Standard Builder

The Standard Builder supports keyboard shortcuts for selecting nodes, moving between nodes, copying and pasting actions, zooming the canvas, opening panels, deleting nodes, and saving changes.

For the full shortcut list and key combinations, refer to the keyboard shortcuts article.

Adding New Actions

Actions define what happens after a trigger is activated. To add an action:

  1. Click the + button in the workflow line(s).
  2. Select an action from the list (e.g., Send Email, Assign to User).
  3. Configure the action based on your workflow’s requirements.
Tip: Use the search bar and categories to quickly locate actions across GHL Customer Care-built tools and Marketplace apps. Some results show extra details (such as pricing or install information) so you can compare options before adding a step.
Adding New Actions (image 3 of 13) What this shows Tip: Use the search bar and categories to quickly locate actions across GHL Customer Care - built tools and Marketplace apps. What this shows Illustrates the "Adding New Actions" section of "Workflow Builder Walkthrough". This animation appears in the "Adding New Actions" section of "Workflow Builder Walkthrough". The text alongside this image reads: Tip: Use the search bar and categories to quickly locate actions across GHL Customer Care - built tools and Marketplace apps. Some results show extra details (such as pricing or install information) so you can compare options before adding a step. Immediately after, the guide continues: Aside from normal actions, there are some other types of actions that are more advanced. Image 3 of 13 What this coversTip: Use the search bar and categories to quickly locate actions across GHL Customer Care - built tools and Marketplace apps. Some results show extra details (such as pricing or install information) so you can compare options before adding a step.
Buttons and menus referenced + buttonWorkflow AI
Next stepAside from normal actions, there are some other types of actions that are more advanced:
All 3 steps in this procedure
  1. Click the + button in the workflow line(s).
  2. Select an action from the list (e.g., Send Email, Assign to User).
  3. Configure the action based on your workflow’s requirements.

Aside from normal actions, there are some other types of actions that are more advanced:

  • Drip Actions: Control the flow of contacts by slowing their progress through the workflow.
  • Conditional Actions: Evaluate conditions and guide contacts based on specific criteria.
  • Goal Actions: Allow contacts to skip ahead to a later point in the workflow bypassing the actions in between.

Tips: Always give actions meaningful names for clarity in Canvas view. This makes workflows easier to understand and manage.

Refer to A List of Workflow Actions for detailed information on all available actions.

You can also use Workflow AI Assistant to help understand the workflow and add the right actions. Learn more in the Workflow AI Assistant article.

Adding New Actions (image 4 of 13) What this shows You can also use Workflow AI Assistant to help understand the workflow and add the right actions. What this shows Illustrates the "Adding New Actions" section of "Workflow Builder Walkthrough". This screenshot appears in the "Adding New Actions" section of "Workflow Builder Walkthrough". The text alongside this image reads: You can also use Workflow AI Assistant to help understand the workflow and add the right actions. Learn more in the Workflow AI Assistant article. Immediately after, the guide continues: Integration-powered workflow steps show their required fields before an account is connected. The fields remain locked until you connect a valid account. Image 4 of 13 What this coversYou can also use Workflow AI Assistant to help understand the workflow and add the right actions. Learn more in the Workflow AI Assistant article.
Buttons and menus referenced + buttonWorkflow AI
Next stepIntegration-powered workflow steps show their required fields before an account is connected. The fields remain locked until you connect a valid account.
All 3 steps in this procedure
  1. Click the + button in the workflow line(s).
  2. Select an action from the list (e.g., Send Email, Assign to User).
  3. Configure the action based on your workflow’s requirements.

Connect Integration-Powered Actions and Triggers

Integration-powered workflow steps show their required fields before an account is connected. The fields remain locked until you connect a valid account.

To connect and configure an integration-powered step:

1. Add the integration action or trigger to the workflow.

2. Review the available field preview.

3. Click Connect your account.

4. Complete the integration setup in the pop-up window.

5. Return to the workflow and select the connected account, when an account selector is available.

6. Configure the unlocked fields.

Multiple connected accounts

Some integrations support more than one connected account. Use the account selector inside the action or trigger to choose which account that step uses.

Changing the selected account can reload or reset fields that depend on the account. Review the step before saving.


Invalid or removed accounts

If the selected account is removed or becomes invalid, the workflow step returns to a locked connection-required state. Reconnect or select another valid account before saving the step.

Stats View

Stats View helps you review trigger enrollment activity and communication-action performance without leaving the Workflow Builder. 

To use Stats View: 

1. Open a workflow.
2. Turn on Stats View from the top-left corner.
3. Select a trigger or action to review its available statistics.

Stats View (image 5 of 13) What this shows 1. What this shows Illustrates the "Stats View" section of "Workflow Builder Walkthrough". This screenshot appears in the "Stats View" section of "Workflow Builder Walkthrough". The text alongside this image reads: 1. Open a workflow. 2. Turn on Stats View from the top-left corner. 3. Select a trigger or action to review its available statistics. Image 5 of 13 What to choose1. Open a workflow. 2. Turn on Stats View from the top-left corner. 3. Select a trigger or action to review its available statistics.
For workflow triggers, Stats View displays:
Attempted: Contacts evaluated by the trigger.
Matched: Contacts that met the trigger conditions.
Unmatched: Contacts that did not meet the trigger conditions.
Stats View (image 6 of 13) What this shows Stats View helps you review trigger enrollment activity and communication-action performance without leaving the Workflow Builder. What this shows Illustrates the "Stats View" section of "Workflow Builder Walkthrough". This animation appears in the "Stats View" section of "Workflow Builder Walkthrough". For context, this section explains: Stats View helps you review trigger enrollment activity and communication-action performance without leaving the Workflow Builder. Immediately after, the guide continues: Click a trigger statistic to open its detailed view. You can review contact-level results, search for a specific contact, and investigate why contacts did not match. Image 6 of 13 Next stepClick a trigger statistic to open its detailed view. You can review contact-level results, search for a specific contact, and investigate why contacts did not match.

Click a trigger statistic to open its detailed view. You can review contact-level results, search for a specific contact, and investigate why contacts did not match.

For communication actions, Stats View displays the available delivery and engagement statistics for that action. Click a statistic to open its detailed report.

Stats View (image 7 of 13) What this shows For communication actions, Stats View displays the available delivery and engagement statistics for that action. What this shows Illustrates the "Stats View" section of "Workflow Builder Walkthrough". This screenshot appears in the "Stats View" section of "Workflow Builder Walkthrough". The text alongside this image reads: For communication actions, Stats View displays the available delivery and engagement statistics for that action. Click a statistic to open its detailed report. Immediately after, the guide continues: For tips on analyzing workflow performance, explore How to Analyze Workflow Campaigns. Stats are also available at the workflow level in the Workflow List Click the expand arrow under Stats. Image 7 of 13 What to clickFor communication actions, Stats View displays the available delivery and engagement statistics for that action. Click a statistic to open its detailed report. Next stepFor tips on analyzing workflow performance, explore How to Analyze Workflow Campaigns. Stats are also available at the workflow level in the Workflow List Click the expand arrow under Stats.

For tips on analyzing workflow performance, explore How to Analyze Workflow Campaigns. Stats are also available at the workflow level in the Workflow List Click the expand arrow under Stats.

Stats View (image 8 of 13) What this shows For tips on analyzing workflow performance, explore How to Analyze Workflow Campaigns. What this shows Illustrates the "Stats View" section of "Workflow Builder Walkthrough". This screenshot appears in the "Stats View" section of "Workflow Builder Walkthrough". The text alongside this image reads: For tips on analyzing workflow performance, explore How to Analyze Workflow Campaigns. Stats are also available at the workflow level in the Workflow List Click the expand arrow under Stats. Immediately after, the guide continues: Note that if a communication action was in the workflow, and used, and then deleted, the stats will still be saved in the workflow. You cannot edit a workflow while Stats View is active. Trigger Stats includes data from the last 30 days…. Image 8 of 13 What to clickFor tips on analyzing workflow performance, explore How to Analyze Workflow Campaigns. Stats are also available at the workflow level in the Workflow List Click the expand arrow under Stats. Next stepNote that if a communication action was in the workflow, and used, and then deleted, the stats will still be saved in the workflow. You cannot edit a workflow while Stats View is active. Trigger Stats includes data from the last 30 days. For complete Trigger Stats instructions, see Workflow Trigger Narration and Statistics. 
Note that if a communication action was in the workflow, and used, and then deleted, the stats will still be saved in the workflow.

You cannot edit a workflow while Stats View is active. Trigger Stats includes data from the last 30 days.

For complete Trigger Stats instructions, see Workflow Trigger Narration and Statistics.

Testing the Workflow

To ensure your workflow functions correctly:

  1. Click the Test Workflow button in the top-right corner.
  2. Select a contact for testing.
  3. Click Run Test to run the workflow.
Note that the Test Workflow using a contact isn't 100% perfect, especially if you reuse the same contact for multiple tests. Ideally you should test the workflow by publishing it and using it live.

Troubleshooting: If tests fail, check your triggers and actions for incomplete configurations.

Testing the Workflow (image 9 of 13) What this shows Troubleshooting: If tests fail, check your triggers and actions for incomplete configurations. What this shows Illustrates the "Testing the Workflow" section of "Workflow Builder Walkthrough". This screenshot appears in the "Testing the Workflow" section of "Workflow Builder Walkthrough". The text alongside this image reads: Troubleshooting: If tests fail, check your triggers and actions for incomplete configurations. Immediately after, the guide continues: Click the Save button in the top-right corner whenever there are unsaved changes (red dot). If you encounter errors while saving, ensure all required fields in triggers and actions are completed. Image 9 of 13 What this coversTroubleshooting: If tests fail, check your triggers and actions for incomplete configurations.
Buttons and menus referenced Test WorkflowRun Test
Next stepClick the Save button in the top-right corner whenever there are unsaved changes (red dot). If you encounter errors while saving, ensure all required fields in triggers and actions are completed.
All 3 steps in this procedure
  1. Click the Test Workflow button in the top-right corner.
  2. Select a contact for testing.
  3. Click Run Test to run the workflow.

Saving the Workflow

Always save your changes:

  • Click the Save button in the top-right corner whenever there are unsaved changes (red dot).
  • If you encounter errors while saving, ensure all required fields in triggers and actions are completed.
Note that Saved and Published are not the same thing. The workflow can be saved or have unsaved changes and can be draft or publish, independent of each other.
Saving the Workflow (image 10 of 13) What this shows Note that Saved and Published are not the same thing. What this shows Illustrates the "Saving the Workflow" section of "Workflow Builder Walkthrough". This screenshot appears in the "Saving the Workflow" section of "Workflow Builder Walkthrough". The text alongside this image reads: Note that Saved and Published are not the same thing. The workflow can be saved or have unsaved changes and can be draft or publish, independent of each other. Immediately after, the guide continues: Track changes made to your workflow. Image 10 of 13 How to confirmNote that Saved and Published are not the same thing. The workflow can be saved or have unsaved changes and can be draft or publish, independent of each other.
Buttons and menus referenced SaveSavedPublished
Next stepTrack changes made to your workflow:
All 2 steps in this procedure
  1. Click the Save button in the top-right corner whenever there are unsaved changes (red dot).
  2. If you encounter errors while saving, ensure all required fields in triggers and actions are completed.

Version History

Track changes made to your workflow:

  • Click the History icon in the top-right corner.
  • View previous versions.
Version History (image 11 of 13) What this shows Click the History icon in the top-right corner. What this shows Illustrates the "Version History" section of "Workflow Builder Walkthrough". This screenshot appears in the "Version History" section of "Workflow Builder Walkthrough". The text alongside this image reads: Click the History icon in the top-right corner. View previous versions. Immediately after, the guide continues: Use the Back to Builder button to return to editing the workflow. Image 11 of 13 What to clickClick the History icon in the top-right corner. View previous versions.
Buttons and menus referenced HistoryBack to Builder
Next stepUse the Back to Builder button to return to editing the workflow.
All 2 steps in this procedure
  1. Click the History icon in the top-right corner.
  2. View previous versions.

Use the Back to Builder button to return to editing the workflow.

Version History (image 12 of 13) What this shows Use the Back to Builder button to return to editing the workflow. What this shows Illustrates the "Version History" section of "Workflow Builder Walkthrough". This screenshot appears in the "Version History" section of "Workflow Builder Walkthrough". The text alongside this image reads: Use the Back to Builder button to return to editing the workflow. Immediately after, the guide continues: Contacts already progressing through a workflow can use updates made to upcoming actions. Image 12 of 13 What this coversUse the Back to Builder button to return to editing the workflow.
Buttons and menus referenced HistoryBack to Builder
Next stepContacts already progressing through a workflow can use updates made to upcoming actions.
All 2 steps in this procedure
  1. Click the History icon in the top-right corner.
  2. View previous versions.

How Workflow Changes Effect Contacts Already in Progress

Contacts already progressing through a workflow can use updates made to upcoming actions.

For example, if a contact is currently in a Wait action and you update an action that comes after it, the contact uses the updated configuration when it reaches that step. If you add a new action after the Wait action, the contact can also execute that new action as part of the same workflow journey.

If you change the Wait action while a contact is already waiting, the contact's existing wait does not change. The contact completes its current wait before continuing through the updated workflow.

Draft/Publish Toggle

Control the status of your workflows:

  • Toggle between Draft and Publish modes in the top-right corner.
  • Draft mode means the workflow will not trigger and take actions for real; Publish mode means it will.

Important: Contacts in waiting steps (e.g., Wait, Manual Call) will remain at their current step when resuming a draft workflow.

Draft/Publish Toggle (image 13 of 13) What this shows Important: Contacts in waiting steps (e.g., Wait, Manual Call) will remain at their current step when resuming a draft workflow. What this shows Illustrates the "Draft/Publish Toggle" section of "Workflow Builder Walkthrough". This screenshot appears in the "Draft/Publish Toggle" section of "Workflow Builder Walkthrough". The text alongside this image reads: Important: Contacts in waiting steps (e.g., Wait, Manual Call) will remain at their current step when resuming a draft workflow. Immediately after, the guide continues: Avoid Loops: The Workflow Builder prevents visual loops (arrows cannot return to a previous step), but it’s possible to create non-visible loops. Double-check your actions to avoid unintended looping behaviors. Keep Workflows Small: Aim…. Image 13 of 13 What this coversImportant: Contacts in waiting steps (e.g., Wait, Manual Call) will remain at their current step when resuming a draft workflow.
Buttons and menus referenced DraftPublish
Next stepAvoid Loops: The Workflow Builder prevents visual loops (arrows cannot return to a previous step), but it’s possible to create non-visible loops. Double-check your actions to avoid unintended looping behaviors. Keep Workflows Small: Aim to fit workflows into one screen whenever possible. Divide complex functions into separate workflows to simplify troubleshooting and management. Meaningful Naming: Use clear and descriptive names for triggers and actions to improve clarity, especially in collaborative environments.
All 2 steps in this procedure
  1. Toggle between Draft and Publish modes in the top-right corner.
  2. Draft mode means the workflow will not trigger and take actions for real; Publish mode means it will.

Best Practices for Workflows

  • Avoid Loops: The Workflow Builder prevents visual loops (arrows cannot return to a previous step), but it’s possible to create non-visible loops. Double-check your actions to avoid unintended looping behaviors.
  • Keep Workflows Small: Aim to fit workflows into one screen whenever possible. Divide complex functions into separate workflows to simplify troubleshooting and management.
  • Meaningful Naming: Use clear and descriptive names for triggers and actions to improve clarity, especially in collaborative environments.

Frequently Asked Questions

Q: What happens to contacts in my workflow if I set it to draft?

A: Contacts in waiting steps (e.g., Wait, Manual Call, Manual SMS) will remain in the same step when the workflow is resumed.

Q: How do goal events impact workflows?

A: Goal events can dynamically adjust contact progress based on interactions. For more, see Action - Goal Event.

Q: Can I add a contact to multiple workflows?

A: Yes, use the "Add to Workflow" action to include a contact in multiple workflows. Learn more Add To Workflow.

Q: How can I integrate external apps?

A: Use the "Webhook" action to send data to external platforms. Check out Actions - Webhook for details.

Further Reading




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