Actions Library Setup

Learn how to add and configure workflow actions to automate communication, data updates, and customer journey steps. This guide shows you how to select, customize, and chain actions together.

Prerequisites

Before you begin, make sure you have:

• Access to Automation > Workflows in your sub-account
• An existing workflow with at least one trigger configured
• A connected phone number (if using SMS actions) or email sender (if using email actions)
• Understanding of which actions you want to automate (send messages, update CRM data, route contacts, etc.)

Navigate to the Actions Panel

Open the workflow where you want to add actions.

Go to Automation > Workflows in your sub-account and click the workflow you want to edit. The workflow canvas opens with your configured trigger at the top.

Look for the + button on the workflow line below your trigger. This is where you will add your first action.

Add Your First Communication Action

Start by automating outbound communication to your contacts.

Click the + button below your trigger. The Actions panel opens on the right side of the screen with actions organized by category: Contact, Communication, Data Transfer, Internal Tools, AI, Appointments, Opportunities, Payments, Marketing, Affiliates, Courses, IVR, and Community.

Expand the Communication category. Select Send SMS or Send Email depending on your preferred channel. A configuration panel opens.

Give the action a descriptive name like “Day 1 Welcome Email” instead of leaving it as the default “Send Email.” This makes your canvas easier to scan later.

Fill in the message content using the text editor. Use personalization tokens like {{contact.first_name}}, {{contact.email}}, or {{contact.company}} to make messages feel personal. These tokens pull data directly from the contact record.

For email actions, select a saved template from your template library or build the email inline using the visual editor. Set the subject line, from name, and reply-to address.

Click Save Action to add it to your workflow canvas.

Add a Contact Management Action

Update CRM data automatically based on contact behavior.

Click the + button below your first action. Expand the Contact Actions category in the Actions panel. Select Update Contact Field to modify a contact record.

Choose which field you want to update from the dropdown. Common choices include lifecycle stage, lead status, or a custom field you created. Enter the new value you want to assign.

You can also use dynamic values by clicking the Custom Value button and selecting a value from an earlier workflow step. This allows you to update one field based on data captured in another step.

Click Save Action to add it to the canvas.

Add a Tag Action

Segment contacts dynamically by applying tags based on workflow behavior.

Click the + button and select Add Contact Tag from the Contact Actions category. Type the tag name you want to apply. If the tag does not exist, the system creates it automatically when the action fires.

Tags are one of the most powerful segmentation tools because they can trigger other workflows, control smart list membership, and gate content access. Use tags to mark milestones like “Completed Onboarding,” “Viewed Pricing Page,” or “High Intent Lead.”

To remove a tag instead, select Remove Contact Tag and enter the tag name you want to strip.

Click Save Action to add it to the canvas.

Add a Wait Step

Control the timing between actions by inserting wait steps.

Click the + button and search for Wait in the Actions panel. Select it to open the configuration panel.

Choose the wait type:

• Wait for a specific amount of time: Set the duration in minutes, hours, or days
• Wait until a specific date/time: Set an exact date and time when the workflow should resume
• Wait until contact takes an action: Pause until the contact opens an email, clicks a link, books an appointment, or performs another tracked action

For nurture sequences, a 1-day or 2-day wait between messages is common. For appointment reminders, a 24-hour wait before the appointment time works well.

Click Save Action to add the wait step to the canvas.

Add a Branching Action

Create conditional paths based on contact data or behavior.

Click the + button and select If/Else from the Internal Tools category. Choose Build My Own to create custom conditions or Recipe to use a pre-built template.

Add a condition by selecting the field you want to evaluate (tag, custom field, email engagement, pipeline stage, etc.), choosing an operator (equals, contains, is greater than), and entering a comparison value.

Create additional branches by clicking Add Branch. Each branch can have its own set of conditions. Contacts who do not match any defined condition automatically flow into the None branch.

Add actions to each branch by clicking the + button inside the branch you want to expand. This allows you to send different messages, apply different tags, or route contacts differently based on their profile or behavior.

Click Save Action to add the If/Else node to the canvas.

Add a Data Transfer Action

Send workflow data to external systems using webhooks or integrations.

Click the + button and expand the Data Transfer Actions category. Select Webhook to send a standard contact data payload to an external URL, or Custom Webhook to build a fully customized HTTP request.

For a standard webhook, enter the destination URL (from Zapier, Make, Slack, or another service). Optionally add custom key-value pairs to include extra fields beyond the default contact data. Click Save Action.

For a custom webhook, choose the HTTP method (GET, POST, PUT, DELETE), configure authentication (Bearer Token, API Key, Basic Auth, or OAuth 2.0), and build the JSON payload using dynamic values. Set the Content-Type header to application/json for JSON requests.

Click Save Action to add the webhook action to the canvas.

Chain Multiple Actions Together

Build multi-step sequences by connecting actions in order.

After adding your first action, click the + button below it to add the next step. Actions execute sequentially from top to bottom unless you add branching logic or wait steps.

A typical lead nurture sequence might look like this:

1. Send SMS: Immediate welcome message
2. Wait: 1 day
3. Send Email: Educational content
4. Wait: 2 days
5. If/Else: Check if contact opened the email
6. Send SMS (in the “Opened” branch): Thank them and offer a discount
7. Send Email (in the “None” branch): Send a follow-up with a different subject line

Keep building by clicking the + button at each step until your sequence is complete.

Test Your Actions

Verify each action executes correctly before publishing.

Click Test Workflow in the top-right corner of the canvas. Select a test contact with valid data (email, phone, and any custom fields your actions reference). Click Run Test to execute the workflow.

Check the Execution Logs at the bottom of the screen to see which actions fired and whether any errors occurred. If an action fails, review its configuration. Common issues include missing phone numbers for SMS actions, invalid email addresses, and incorrect custom field names.

For the most reliable test, publish the workflow and test it live with a real contact rather than reusing the same test contact repeatedly.

Test Your Setup

Verify your actions are configured correctly:

• Confirm all SMS actions have a connected phone number
• Confirm all email actions have a valid sender and reply-to address
• Verify personalization tokens like {{contact.first_name}} match actual field names in your CRM
• Test webhook actions using a tool like webhook.site to inspect the payload
• Check that wait steps have appropriate durations for your use case
• Review If/Else branches to ensure conditions evaluate correctly
• Monitor the Execution Logs for the first 24 hours after publishing

Next Steps

Now that your actions are configured, expand your automation strategy:

• Explore the full Actions Library to see every available action type
• Use If/Else Branching to create personalized, data-driven paths
• Connect external tools using Webhooks & API
• Build complete automations in the Workflow Builder
• Master Triggers to start workflows at exactly the right moment