Actions determine what happens when an automation runs; multiple actions can be added to a single automation.
Communication Actions
Action | Description |
Send Email | Sends an email message to a contact, internal user(s), or custom email address(es) |
Send Text | Sends a text message to the contact |
Send Email
The Send Email action supports three recipient types:
📌 Note: When sending to Users or Custom Email addresses, contact-specific settings such as do-not-contact preferences are not applied.
Recipient Type | Description |
Contact (Default) | Sends the email to the contact who triggered the automation |
User(s) | Sends the email to one or more internal users *Only active users are available when selecting internal recipients. |
Custom Email(s) | Sends the email to up to 10 custom email addresses |
Common Use Cases
Client follow-up emails
Internal notifications
Compliance notifications
🔍 Tip: Email tracking (sent, opened, clicked, and bounced) is available for all recipient types.
Send Text
Sends a text message to the contact who triggered the automation.
Common Use Cases
Appointment reminders
Birthday messages
Follow-up communications
Event reminders
📌 Note: You must complete the Text Registration process before publishing automations that use the Send Text action.
Contact Management Actions
Action | Description |
Add Tag | Automatically applies one or more tags to the contact |
Remove Tag | Automatically removes one or more tags from the contact |
Assign Agent | Assigns the contact to a selected agent |
Assign Status | Updates the contact's status *Use the Assign Status will also update the contact category. |
Add Note | Creates a note on the contact record |
Add Tag
Common uses include segmenting contacts for future marketing campaigns.
Remove Tag
Common uses include removing temporary tags, and cleaning up outdated marketing segments.
Assign Agent
Common uses include routing new leads to an advisor, distributing leads among team members, reassigning contacts after a milestone, or assigning ownership following an appointment or event.
Assign Status
Common uses include moving leads to clients, updating contacts after an appointment, and tracking client lifecycle progression.
Add Note
Common uses include documenting workflow activity, creating an audit trail of automation activity, adding internal reminders, and recording milestone completions.
Productivity Actions
Action | Description |
Add Task | Creates and assigns a task to an individual user or group |
Add Task
When ading a Task, you can configure:
Workspace
Task
Assignee
Category
Deadline amount & time interval
Common Use Cases
Follow-up reminders
New lead assignments
Service requests
Opportunity Actions
Action | Description |
Create Opportunity | Creates a new opportunity and allows you to define the opportunity name, sales stage, assigned user, and description |
Update Opportunity Sales Stage | Updates the sales stage of an existing opportunity |
Create Opportunity
When creating an opportunity, you can configure:
Sales Stage
Opportunity Name
Description
Agent
Amount/Premium
Staged on
Est. Close Date
Lead Source
Next Step
Tags
Opportunity Note
Common Use Cases
Create an Opportunity for a lead crated via webhook
Opportunity creation after appointment
Update Opportunity Sales Stage
When updating an Opportunity Sales Stage, you can configure:
Target Sales Stage
Common Use Case
Sales process management
Delay Execution - Action Delays
An optional delay can be configured for each action within an automation. This allows actions to occur immediately or at a specified time after the automation is triggered.
Relative Delays
Relative delays occur a set amount of time after the automation is triggered.
Relative Delay | Description |
None (Immediate) | Runs immediately after the automation is triggered |
Minutes after trigger | Runs after the specified number of minutes |
Hours after trigger | Runs after the specified number of hours |
Days after trigger | Runs after the specified number of days |
Example: Send a reminder email 3 days after an appointment is created.
Scheduled Time
Scheduled Time Delays allow actions to run at a specific time.
Scheduled Time Delay | Description |
Same day at specific time | Runs later the same day at a specified time |
Future day at specific time | Runs on a future day at a specified time |
Example: Send a birthday text message at 9:00 AM on the contact's birthday. number of hours
📌 Note: Scheduled Time Delays use your account's time zone settings. For example, if your account is configured for Central Time, a delay scheduled for 9:00 AM will run at 9:00 AM Central Time, regardless of the individual user's time zone.
Using Multiple Delays
Each action within an automation can have its own delay.
Example:
Trigger: Appointment Confirmed
Action 1: Send Confirmation Email Immediately
Action 2: Send Reminder Text 1 Day Before the Appointment
Action 3: Create Follow-Up Task 2 Days After the Appointment
This allows a single automation to perform multiple actions over time.
Reviewing Automation Activity
Automation activity can be reviewed from the Automation Log.
Some successful automation runs display a Via [Record Name] link beneath the related contact.
Selecting the linked record opens the record responsible for triggering the automation.
Examples include:
Contacts
Products
Appointments
Marketing Events
Opportunities
📌 Note: The Via link does not display for Note or Address-based automations because the related contact already provides the necessary context.
Frequently Asked Questions
Can I use multiple actions in a single automation?
Yes. An automation can contain multiple actions.
Can different actions have different delays?
Yes. Each action can have its own delay configuration.
Why don't I see a user in the Send Email action?
Only active users are available for selection.
Can I assign tasks to a group?
Yes. Tasks can be assigned to User Groups.
Can I send emails to someone other than the contact?
Yes. The Send Email action supports Contacts, Users, and Custom Email recipients.