Help Center › Integrations › Workflows & automation

Workflows & automation

Build no-code automations to handle repetitive tasks automatically. Set a trigger, add actions, and let Asan CRM do the work — so your team can focus on selling.

Creating a workflow

Click Workflows in the sidebar navigation.
Click Create Workflow.
Name your workflow with something descriptive (e.g., "New Lead Welcome Sequence" or "Stale Lead Re-engagement").
Choose a trigger — the event that starts the workflow.
Add one or more actions — the steps Asan CRM performs when the trigger fires.
Save and enable. Toggle the workflow on when you are ready.

Start with a single action and verify it works before adding a full chain. You can always edit a workflow later to add more steps.

Triggers

A trigger is the event that kicks off the workflow. Each workflow has exactly one trigger:

Trigger	Fires when
New lead created	A lead is added to the CRM (manually, via import, Facebook form, landing page, or API).
Lead status changed	A lead's status is updated to a specific value (e.g., changed to "Qualified").
No activity for X days	No calls, emails, SMS, or notes have been logged on a lead for a specified number of days.
Form submitted	A lead capture form on a landing page is submitted.
Call completed	An outbound or inbound call ends.

Triggers can include conditions. For example, "New lead created where source = Facebook" or "Call completed where duration > 2 minutes". Conditions narrow when the workflow fires so it only runs on the leads you care about.

Actions

Actions are the steps your workflow performs. You can add as many actions as you need:

Action	What it does
Send SMS	Send an SMS to the lead's phone number. Supports merge tags for personalization.
Send email	Send an email using one of your email templates.
Create task	Create a follow-up task assigned to the lead's agent (or a specific agent).
Change lead status	Move the lead to a new status (e.g., "Needs Attention", "Contacted").
Notify agent	Send an in-app or email notification to the assigned agent.
Add tag	Attach a tag to the lead for segmentation and filtering.
Wait (delay)	Pause the workflow for a specified duration before executing the next action. Supports minutes, hours, or days.

Chaining actions

Actions execute in sequence from top to bottom. Use the Wait action between steps to create timed sequences:

Trigger: New lead created
  1. Send SMS → "Hi {{name}}, thanks for your interest!"
  2. Wait 1 hour
  3. Send email → "Welcome to [Company]" template
  4. Wait 1 day
  5. Create task → "Follow up with {{name}}"

Drag actions to reorder them. Remove any action by clicking the icon next to it.

You can toggle workflows on and off at any time without deleting them. Disabled workflows keep their configuration and can be re-enabled with one click.

Usage caps

Workflow actions respect your plan's usage limits:

SMS actions count toward your monthly SMS cap.
Email actions count toward your monthly email cap.
If your plan's SMS or email limit is reached, the workflow action is skipped and logged as "Cap reached" in the workflow history.
If your wallet balance runs out, overage-dependent actions are paused until the wallet is topped up.

High-volume workflows (e.g., sending SMS to every new lead) can consume your plan credits quickly. Monitor your usage dashboard regularly.

Example workflows

Here are three proven workflows you can set up in minutes:

New Lead Follow-up

Engage new leads instantly before they go cold.

Trigger: New lead created.
Send SMS — "Hi {{name}}, thanks for reaching out! When is a good time to chat?"
Wait 1 hour.
Send email — Your "Welcome / Intro" email template.
Create task — "Call {{name}} to introduce yourself" assigned to the lead's agent.

Stale Lead Re-engagement

Revive leads that have gone quiet.

Trigger: No activity for 14 days.
Send SMS — "Hey {{name}}, just checking in — still interested in learning more?"
Change status to "Needs Attention".
Notify agent — Alert the assigned agent that this lead needs follow-up.

Post-Call Automation

Automate next steps after meaningful conversations.

Trigger: Call completed where duration > 2 minutes.
Change status to "Contacted".
Create task — "Send proposal to {{name}}" due in 1 day.

Frequently asked

Can a lead be in multiple workflows at once?+

Yes. A lead can match the trigger conditions of multiple workflows and run through all of them simultaneously. Make sure your workflows do not conflict (e.g., two workflows changing the lead's status to different values).

What happens if I edit a workflow while leads are mid-sequence?+

Leads already in the workflow continue with the original steps they entered with. Only new leads that enter after your edit will follow the updated sequence.

Can I use workflows with Facebook leads?+

Absolutely. Leads imported from Facebook lead forms trigger the "New lead created" event just like any other source. You can add a condition to filter by source = Facebook if you want a workflow specific to Facebook leads.

Is there a limit on how many workflows I can create?+

There is no hard limit on the number of workflows. However, keep in mind that every SMS and email action counts toward your plan's usage caps.

Can I see which workflows ran for a specific lead?+

Yes. Open the lead's detail page and check the Activity tab. Workflow actions are logged as activity entries showing which workflow ran, what action was taken, and when.

Was this article helpful?

Thanks — we'll use this to make the docs better.

Last updated 16 Jun 2026 · Applies to: Asan CRM