CRM

Workflows

Rules that act on leads and deals by themselves: assign, create a task, move, tag, notify and message.

Contents: Who can use it · The screen · Triggers, conditions and actions · Create a workflow · Test a rule · Run log · Example · FAQ

Who can use it

Administrators and sales managers with the workflow-rules permission. Needs the Workflow automation plan feature. The number of rules is limited by plan (for example 20 on Pro, unlimited on Enterprise).

Where: CRM → CRM settings → Workflows.

The screen

Element	What it does
Rules tab	A list of rules with an On/Off switch, the number of runs and a summary. "{used} of {limit} rules" shows your allowance
Run log tab	History of every run
New rule	Opens the rule editor
Row actions	Edit, view, delete (deleting a rule removes its run log)

Triggers, conditions and actions

A rule reads: When something happens, If conditions hold, Then do actions.

When (trigger):

For	Triggers
Leads	A lead is created; changes stage; is idle for some days; its grade changes (Lead becomes grade, optional From grade, optional Score at least)
Deals	A deal is created; changes stage (won or lost, with Outcome); is idle for some days; its value goes over an amount

If (conditions): add as many as you need with Add condition: a field, an operator (is, is not, is greater than, is at least, is less than, is at most, is one of, is none of, contains, is empty, is not empty) and a value. No conditions means the rule runs every time.

Then (actions): Assign the owner (a specific user, a team in turn, or by the lead assignment settings), Create a task (title, due in days, assignee: the record owner, a user or a team), Move to a stage, Update a field, Add a tag, Notify a user or team, Send a message (SMS, Email or WhatsApp, to the lead or the deal's client), Add to a follow-up sequence.

Create a workflow: when a lead becomes hot, assign it and create a call task

Click New rule and enter the name "Hot lead: assign and call".
Under When choose A lead's grade changes; set Lead becomes grade to Hot.
Leave If empty, or add a condition such as Source is Referral.
Under Then click Add action: Assign the owner, choose A team, in turn and pick the senior sales team.
Add action again: Create a task, title "Call the hot lead now", due in 0 days, assigned to The record owner.
Save. The rule appears switched on.

Make sure Lead scoring is on, otherwise leads never change grade.

Test a rule

Use Test this rule in the editor: pick a lead or deal, choose Run test. It is a dry run: nothing is changed or sent. You see "conditions met" or "conditions not met, nothing would happen" and the actions it Would do.

Run log

Open the Run log tab. Filter by rule or result. Each row shows the lead or deal, the rule, and the result: Running, Completed, Skipped or Failed, and the reason when skipped ("The conditions did not hold", "Skipped: this is the echo of the rule's own change", "Skipped: too many rules triggering each other").

Example scenario

A Dhaka ISP wants no idle deals. The rule "Idle 7 days" triggers when A deal is idle for some days (7), creates a task "Check this deal" for the owner and notifies the sales manager. The run log shows 12 completed runs this week.

Tips

Test every new rule before switching it on.
Avoid rules that undo each other; 9bx stops chains that trigger each other too many times.
Keep rule names descriptive; the run log uses them.

Troubleshooting and FAQ

The rule never runs. Check it is switched On, that scoring is on (for grade triggers), and use Test this rule to see whether the conditions hold.

"Your plan has no more workflow rules. Delete one or upgrade." You reached the limit.

Lead scoring · Leads · Deals · Sequences

9bx user guide