Workflows

Workflows

In this article, we’ll walk through the Workflow section located under the Communication tab and explain how to build, automate, and manage workflows.

The Key Steps

1. Navigate to Workflows

Click the Communication tab in the left-hand navigation menu.
Click Workflows.

On this dashboard, you will see:

  • All existing workflows
  • Workflow status (Active or Draft)
  • Number of triggers
  • Number of enrolled contacts

2. Use the Workflow Library

Click the Library button to access pre-built workflow templates.

You can:

  • Browse available templates
  • Search for specific workflows
  • Click Use Template to load it into your account

Once selected, the template will open in edit mode so you can customize it.

3. Understand Triggers & Goals

Inside a workflow, you’ll see:

  • Triggers (left side)
  • Goals

Triggers

Triggers determine how contacts enter the workflow.

Click Add Trigger to choose from options such as:

  • Tag Added
  • Status Changed
  • Class Attended
  • And many other system events

You can add multiple triggers to a single workflow.

Goals

Goals determine how contacts automatically exit the workflow.

For example:

  • If a specific tag is added → Remove from workflow
  • If a class is attended → Remove from workflow

You can add multiple goals just like triggers.

4. Add Workflow Steps

In the center of the workflow builder, you can add actions such as:

  • Send SMS
  • Send Email
  • Wait (Time Delay)
  • If/Then Logic
  • Create Task
  • Internal Notification
  • Webhook (External API Call)

Click Add Step to select from these options.

You can:

  • Drag and drop steps
  • Rearrange them
  • Insert delays between steps

5. Use Merge Tags

When creating SMS or Email steps, you can use Merge Tags.

Merge tags dynamically insert contact information such as:

  • First Name
  • Last Name
  • Membership Details

This ensures messages are personalized automatically.

6. Add Time Delays

Most workflows require spacing between actions.

To add a delay:

  • Click Add Step
  • Select Wait
  • Set the desired time (minutes, hours, days, etc.)

Contacts will move step-by-step from the Start, progressing downward through each action.

7. Manage Enrollment

Click the Enrollment tab inside a workflow to:

  • View enrolled contacts
  • See who is Active
  • See who Completed
  • See who reached a Goal

You can also manually enroll contacts from this section.

8. View Workflow Analytics

Within each workflow, you can see:

  • Total Enrolled
  • Active Contacts
  • Completed Contacts
  • Goal Reached

This helps you measure performance and effectiveness.

9. Save, Activate, or Pause a Workflow

Once your workflow is ready:

  • Click Save
  • Click Activate to turn it on

If the workflow is already active, you can:

  • Pause it
  • Review analytics
  • Edit and re-save as needed

Workflows allow you to automate communication, streamline follow-ups, and create structured customer journeys within your CRM.

If you have any questions about the Workflow section, please reach out to the Market Muscles Support Team.