Workflows
Make the follow-up happen automatically when something changes.
A workflow is a trigger plus a sequence of actions. Something happens — a deal moves stage, a patient is created, an appointment is completed — and the platform sends the message, creates the task or updates the record without anyone remembering to. The workflows list shows every automation, whether it is active, and what fires it.
What you can do here
- Trigger automation from seven kinds of event
- Send email, WhatsApp, notifications and AI calls
- Create and update tasks, deals and patient records
- Branch on conditions and wait between steps
- Call an external system with a webhook
- Activate and deactivate automations without deleting them
- Search and filter workflows by trigger
The triggers
A workflow starts from exactly one of these.
| Trigger | Fires when | Typical use |
|---|---|---|
| Deal stage changed | A deal moves into a stage — optionally one specific stage. | Send a quote when a deal reaches consultation booked; start aftercare when it reaches post-op. |
| Patient created | A new patient record appears, however it was created. | Welcome message and an owner assignment task. |
| Appointment created | An appointment is booked. | Preparation instructions, or an intake form request. |
| Appointment completed | An appointment is marked done. | Aftercare instructions and a review request. |
| Form submitted | A patient submits a form. | Notify the advisor and open a deal. |
| Task completed | A task is closed. | Trigger the next step in a longer process. |
| Manual trigger | Someone runs it deliberately. | One-off broadcasts to a selected group. |
Four of these cannot be saved yet
The database currently accepts only Deal stage changed, Appointment created, Appointment updated and Manual. Choosing Patient created, Appointment completed, Form submitted or Task completed fails on save. A migration to widen it ships as 20260917_widen_workflow_trigger_type.sql — until it is applied, use a deal-stage or manual trigger instead.
The actions
| Action | What it does |
|---|---|
| Send email | Sends an email to the patient or to staff, using a template. |
| Send WhatsApp | Sends a WhatsApp template message to the patient. |
| Send notification | Raises an in-app notification for a user. |
| Create task | Opens a task for a user, so follow-up has an owner. |
| Update task | Changes an existing task. |
| Create deal | Opens a deal for the patient. |
| Update deal | Moves the stage or changes properties of a deal. |
| Update patient | Writes back to the patient record. |
| Send webhook | Posts the data to an external address, for integrating another system. |
| Add delay | Waits before the next step. |
| AI phone call | Triggers an outbound call from an AI voice agent. |
Conditions
Conditions let one workflow behave differently for different patients, instead of building four near-identical automations.
- Test patient email, phone or source
- Test the deal's pipeline, value, stage or service
- Test the appointment's type or provider
- Compare with equals, does not equal, contains and similar operators
Tip
A condition on deal value is the easiest way to give high-value enquiries a different, more personal follow-up sequence.
Managing your workflows
- The list shows each workflow's trigger, with an icon and colour per trigger type
- Filter by trigger type, or search by name
- Workflows can be active or inactive — deactivate rather than delete while you test
- Deal-stage workflows show which target stage they watch
- Manual workflows show the broadcast action they will perform
Automations worth building first
- 1
New patient welcome
Trigger on patient created. Send a welcome email, then create a task for the advisor to call within 24 hours.
- 2
Consultation aftercare
Trigger on appointment completed. Wait a day, then send aftercare instructions by WhatsApp with email as backup.
- 3
Quote follow-up
Trigger on deal stage changed to quote sent. Wait three days, then create a task to call if the deal has not moved.
- 4
Form to pipeline
Trigger on form submitted. Create a deal with the right service and notify the advisor.
Careful
Test every new workflow on a test patient before activating it. Patient-facing automation that misfires reaches real people immediately.
Frequently asked
- Can a workflow send to a list of patients?
- Use a manual trigger with a broadcast action for a one-off send to a group; use Marketing campaigns for anything audience-based and recurring.
- Will a workflow message a patient we have marked as cancelled?
- Appointment reminders are suppressed for moved and cancelled appointments. Other workflows do exactly what you configure, so add a condition if a state should stop them.
Related pages
Last updated September 2025. Screens may differ slightly depending on your plan and role.