- 120CRM events that start a workflow
- 5hop limit that stops runaway workflow chains
What is a CRM automation in Agent Studio?#
A CRM automation is a workflow that starts with a CRM Trigger step: when this happens, do these things. It runs in the same visual Studio that builds every Agent Studio agent, so a follow-up sequence can also call an AI model, branch on an answer or reach your connected apps.
How do I build my first CRM automation?#
The fastest way is to describe it. Type what you want in What do you want to automate? and press Draft it in Studio, or start from a ready-made sequence under CRM workflow starters.
Switch on your first workflow
Step 1: Describe it or pick a starter
Write one sentence, such as "When a contact is created, text them within a minute and create a call task", or choose a starter such as Text new leads in seconds.Open AutomationsStep 2: Check the trigger
In Studio, open the CRM Trigger step and narrow it if you need to: one form, one calendar, one pipeline stage, one tag or one channel.Step 3: Shape the actions
Edit the email and text wording, set the Wait times, and add steps such as Create Task or Opportunity.Step 4: Test it as a dry run
Run the workflow in Studio as a dry run to see each step's output before a real contact gets a message. Dry runs cost nothing.Step 5: Publish and switch it on
Publish the workflow, then turn it on from Your CRM workflows. Decide whether a contact can go through it more than once.View workflows
Which events can start a workflow?#
Agent Studio listens for 120 CRM events across every part of the platform. These are the ones most businesses start with.
| Area | Triggers |
|---|---|
| Contacts | Contact created, Contact changed, Tag added, Tag removed, Note added |
| Leads | Form or survey submitted, Quiz completed, Inbound webhook received, Prospect audit completed |
| Pipeline | Opportunity created, Pipeline stage changed, Opportunity won, lost or reopened, Opportunity stale |
| Calls and messages | Missed call, Customer replied, Web chat started, No first reply in time |
| Appointments | Appointment booked, Appointment cancelled, Appointment rescheduled, Appointment reminder due |
| Payments | Invoice paid in full, Invoice overdue, Estimate accepted, Payment failed |
| Documents | Document viewed, Document signed by everyone, Document declined |
| Reputation | Customer rated their experience, New review received |
What actions can a workflow take?#
Actions are the steps after the trigger. Mix CRM actions with any other Studio step, including AI models and connected apps.
| Action | What it does |
|---|---|
| Send Email, Send Text, Send Email Template | Message the contact in your words or from a saved template |
| Wait | Pause for minutes, hours or days before the next step |
| Create or Update Contact, Update Contact, Find Contact | Keep contact records and tags current |
| Opportunity | Open a deal or move it to a new stage |
| Create Task, Add Note | Put the next step on a teammate's list |
| Appointment | Check whether a lead booked and send a booking link |
| Send a document for signature | Send a contract or proposal template |
| Invoice or Payment Link | Bill the contact or send a link to pay |
| Ask for a Review | Request a review after the job is done |
Which ready-made workflows can I switch on today?#
- Text new leads in seconds: answers every new lead before a competitor does.
- Text back missed callers: turns a missed call into a text conversation.
- Follow up leads who did not book and Welcome booked calls by email: the full book-a-call funnel.
- Nurture new leads for a week and Qualify new leads: steady follow-up and AI qualification.
- Confirm new bookings by text: a confirmation text the moment a client books.
- Abandoned cart recovery and Order confirmation and review request for stores.
How do I keep workflows from looping or double-messaging?#
Agent Studio guards every run. A workflow never restarts from an event its own run created, and chains stop at 5 hops. Turn off re-entry on a workflow and each contact goes through it once. Contacts marked do-not-disturb skip the messages they opted out of.
For multi-step AI agents beyond CRM triggers, build your first agent and set when it runs with triggers and schedules.