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Actions

Required Permission
Workflow - You must have the Workflow permission to access this setting.

Actions are the operations your workflow performs on records. Each action node executes a specific task, from updating field values to sending notifications.

Action Types​

Action TypeDescription
Update Field ValueChange a field on the record
Create Activity from TemplateSchedule activities using templates
Create NoteAdd a note to the record
Send Email (External)Send email to customers using templates
Send Internal EmailEmail team members
Send SMS MessageText message via Twilio integration
Webhook / API CallCall external systems

Adding an Action​

  1. Click the + button on any edge in your workflow
  2. Select Action
  3. Choose an action type from the dropdown
  4. Configure the action settings
  5. Click Save

The action node appears with an orange color and displays the action type.

Using Tokens​

Tokens allow you to insert dynamic field values into text content. Many actions support tokens for personalization.

Inserting Tokens​

  1. Place your cursor in a text field
  2. Right-click to open the context menu
  3. Select a field from the available tokens
  4. The token is inserted at your cursor position

When the workflow runs, each token is replaced with the actual value from the record.

Available Tokens​

All fields on the record are available as tokens:

  • System fields (Name, Created Date, etc.)
  • Custom fields
  • Related record fields (e.g., Contact Name on Project)

Example​

If you insert the Contact Name token into a message, it will be replaced with the actual contact name (e.g., "John Smith") when the workflow executes.

Custom Labels​

Give your action a descriptive name:

  1. Click on the action node
  2. Enter a Custom Label
  3. The label displays on the node in the canvas

Good labels:

  • "Update to Pre-Production"
  • "Welcome Email"
  • "Notify Production Team"

Chaining Multiple Actions​

You can chain multiple actions in sequence:

  1. Add first action after trigger
  2. Click + on the outgoing edge
  3. Add another action
  4. Repeat as needed

Actions execute in order from top to bottom.

Error Handling​

When an action fails:

  1. The execution step is marked as failed
  2. The error message is logged
  3. Subsequent actions may still execute (depends on configuration)
  4. Check execution history for details

Common errors:

  • Email template not found
  • Invalid field value
  • Webhook URL unreachable
  • SMS delivery failed

Best Practices​

Keep Actions Focused​

  • One operation per action
  • Chain multiple simple actions
  • Easier to debug and maintain

Test Before Publishing​

  • Create a test record
  • Manually trigger the workflow
  • Verify each action executes correctly

Use Meaningful Labels​

  • Describe what the action does
  • Makes workflows easier to understand
  • Helps with troubleshooting

Consider Timing​

  • Actions execute immediately unless delayed
  • Add delays for time-sensitive sequences
  • Consider recipient time zones for communications

Next Steps​