What is workflow automation?

Workflow automation is using software to run a series of steps automatically when something happens. Instead of a person noticing a new enquiry and copying details around, a trigger starts the steps and the right people are notified.

The three building blocks

A trigger is the event that starts things, such as a form being submitted. Rules decide what happens next, for example sending a certain reply if the enquiry mentions a product. Actions are the steps themselves: creating a record, sending a message or asking for approval.

A simple example

A customer fills in a contact form. The workflow adds them to your CRM, sends an acknowledgement, assigns them to a team member and sets a reminder to follow up in two days if they have not replied. If they reply, the reminder stops.

Is it the same as AI?

Not necessarily. Many workflows run on plain rules. AI can be added for steps that involve reading free text, such as sorting a message into a topic. Those steps should be checked by a person, especially when the outcome matters.

When not to automate

Avoid automating work that changes constantly, is rarely repeated, or needs judgement and empathy. Also avoid automating a process nobody understands yet. Map it first.

How to start

Pick one repeated, clearly defined task that costs real time. Write down the steps, decide where a person should check, and build that one workflow before adding others.

Try the numbers yourself in the ROI calculator on the homepage.

Frequently asked questions