Freshworks CRM allows you to automate certain actions as soon as an event trigger occurs or at a specific date/time using workflows. 

You can automatically update field properties, send email alerts, create follow up tasks, and also send notifications to third party apps via webhook based on certain criteria.

For instance, you can automatically send a welcome email to new contacts created in the last 24 hours.

A. Workflow Configuration

A workflow configuration will require the following elements:

1. Name your workflow: Specifies the name of the workflow

2. Describe it: Explains what your workflow does

3. APPLY WORKFLOW TO : Specifies the record type on which the workflow is executed. Freshworks CRM allows you to update the following records:

   1. Contacts

   2. Accounts

   3. Deals

   4. Tasks

   5. Appointments

   6. Call Logs

4. WHEN DO YOU WANT TO EXECUTE THIS WORKFLOW: Specifies the entry point for the workflow. There are two types of entry points a user can choose from.

            Based on record action (Available Growth plan onwards)

1. When the record is created: workflow is executed only when the record is created.

2. When the record is created or updated: workflow is executed every single time the record is created or updated to modify the fields in the condition section.

            Based on date time (Available Pro plan onwards)

1. Every Day: workflow is executed daily at a specified time for all records.

2. Every Week: workflow is executed weekly at a specified day of the week and at a specific time for all records.

3. Every Month: workflow is executed weekly at a specified day of the week and at a specific time for all records.

Note: 
1. Workflows based on record action are available Growth plan onwards.
2. Workflows based on date time are available from the Pro plan. 

Users can choose the recurrence of the workflow on a specific record as Once, for each record or Recurrently, for the same record. For eg- When the customer is contacted via email or phone, change the contact stage to Contacted. This workflow should be performed once for a record. Similarly, whenever an email is received from the customer, you'll want to create a follow-up task for sales rep. Using recurrently, for the same record option, this can be performed multiple times i.e. every single time an email is received from the customer.

5. WHAT CONDITION(S) SHOULD TRIGGER WORKFLOW ACTIONS
   Lists the conditions to filter the records on which the actions are performed. A maximum of 5 conditions can be applied in a workflow.

            The conditions to include - 

1. Is empty and Is not empty operators for text fields. This is in addition to existing operators.
   

2. Date operators to filter based on both relative absolute dates.
   RELATIVE
   is greater than n days ago is less than n days ago
   is exactly n days ago
   is in n days (future)
   ABSOLUTE
   is dd/mm/yyyy
   is after dd/mm/yyyy
   is before dd/mm/yyyy
   is between dd/mm/yyyy and dd/mm/yyyy
   is empty
   is not empty
   is changed

6. WHAT ACTION(S) TO BE PERFORMED? 

Lists the automated actions to be performed on the record. A maximum of 5 actions can be added in a workflow. The actions we provide are:

• Update Records 

• Trigger webhooks

• Send email to Owner

• Create tas

• Create Deal

• Send SMS to Owner

• Send SMS to All related contacts

• Send email to All related contacts

• Add Tag

• Remove Tag

• Add Contact/Account/ Deal team

• Send email to all attendees (applicable when 'appointments' are chosen)

For eg, If you are executing a workflow on Deals, you can update Deal properties. 

You can also update related Account’s property and all related contacts property. 

B. Create a new workflow

To create a new workflow, follow the steps below:

1. Go to Admin Settings > Workflows 

2. Click New workflow. 

3. Provide the name and description of the workflow. 

4. Choose when you want to execute the workflow.

   

5. Provide the set of conditions to filter the records on which action should be performed.
   

6. Provide a set of actions to be performed. You can update the record and its associated records’ property. 

Note: When you execute a workflow on Deals and choose to update related contact’s property, the property of all the contacts associated with the deal will be updated.

7. Click Save

Workflow Execution

The actions are performed immediately when the workflow is executed. 

If multiple workflows are triggered at the same point, they are executed in the order of the list they are present. The top workflow will be executed first and the bottom-most workflow will be executed at the end. 

You can reorder the workflows in the list view to change the sequence. To prevent the workflows to go in an infinite loop, the sequence of workflows triggered will stop with the list from top to bottom. That is, the last workflow will not trigger the first workflow again. 

Note: 
1. A maximum of 5 conditions and 5 actions can be performed within a workflow.
2. When you edit a workflow, it is not possible to change the entry point and record type.