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CRM workflow automation: conditions, waits and stage changes

CRM process automation: scenario branches, lead stage and owner changes, working only during business hours, waits and redialing until you get through.

Updated Nov 11 10 min read 7 views

In short

CRM workflow automation is when the logic blocks of an autofunnel run the process for you: “Condition” splits leads into branches, “Lead editing” changes the stage, owner and fields, “Schedule” limits working hours, and “Wait” delays the lead. “Continue from a given block” and “Repeat the funnel” build loops. All blocks are added with the “+” button in the autofunnel scheme.

Without CRM workflow automation, a manager moves stages by hand and spends hours of working time on it. One message to every lead in a row means wasted money and annoyed clients. A VIP client needs a call from a manager, while an SMS is enough for the rest. A call at 3 a.m. brings a complaint, not a sale.

Logic blocks are blocks of an automated sales funnel that control the scenario itself. They solve this without people: they split leads into branches, hold pauses and work only during working hours. They also change the funnel stage, owner and lead fields on their own and repeat the call until they get through. Every client gets the right touch at the right moment, and the CRM runs without a manager.

Watch the two-and-a-half-minute video, and below you'll find the step-by-step setup.

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Which processes to automate: examples by niche

A team of several managers: new leads are distributed evenly among employees or teams. An equal workload and no arguments over whose client it is.
An online school, an online store: “Condition” checks the payment. Those who paid don't get extra reminders, and the funnel keeps following up with the rest.
Services with callbacks: the voice bot set the “Call back” stage. The block moves the lead into work with a stage date two hours later and assigns a manager. The callback isn't lost, and nobody updates the card by hand.
Clients in different time zones: “Schedule” lets calls through only during working hours — both yours and the client's. Nobody gets woken up at night.
Missed calls: a two-hour wait and a repeat call up to three times, then the “No answer” stage. More calls get through without manual work.
Clients who don't pick up: many people ignore unknown numbers and 8-800 numbers, thinking it's a bank calling. Add a “Send an SMS” block with a reason to call back — for example, a gift with the order — to the “Did not get through” branch, and repeat the call once a day until the lead moves along the funnel. One company cut its share of unreached leads from 27 to 10% this way: about a third of clients called back on their own.

Client case

A cleaning company in Moscow. On the first try, managers got through to 55% of requests, and the rest were dialed “when there's time” — and often not at all. What we did: call repeats — a two-hour wait, a return to the call up to three times, and a “Schedule” that checks the client's time. A month later, the connection rate grew to 76%, and complaints about late calls stopped.

Autofunnel logic blocks

“Condition” splits a branch in two: “Equal” — the lead matches the filter, “Not equal” — it doesn't.
“Lead editing” changes the stage, owner, dates and card fields.
“Schedule” sets the working hours. A lead that reaches the block outside working hours waits for the working day to start and moves on through the scheme.
“Wait” holds the lead for a set time. On the scheme, the block has the same name.
“Continue from a given block” returns the lead to the selected block — for loops and a shared tail of several branches.
“Repeat the funnel” and “Do not repeat the funnel” end a branch.

Condition in an automated funnel — the “Condition” block with the “Equal” and “Not equal” branches and blocks inside each

How to set up an automatic redial when there's no answer

1
Find the no-answer branch
For a call-the-client block, it's “Did not get through”. How to set up the call itself is covered in the article automated appointment reminder calls.
2
Add a wait
“+” in the branch → “Wait”. In the “Wait, minutes” field, enter, for example, 120.
3
Return the lead to the call
“+” after the wait → “Continue from a given block”. Choose the call block from the list.
4
Limit the repeats
Tick “Limit the number of repeats within one request” and enter 3.
5
Choose the block after the limit
For example, a “Lead editing” block added in advance with the “No answer” stage. It fires after the third attempt.
6
Save the scheme
With the “Save” button.

“Condition”: a fork inside the scenario

In the block, click “set up the filters”. The same filters as in “Launch conditions” open: stage, source, CRM fields, payment and others. Choose the conditions and click “Done”. Example: after the voice bot, check “Funnel stage = Booked”. Put an SMS with the address in the “Equal” branch, and a repeat call a day later in “Not equal”. Without filters, all leads go to the “Equal” branch.

Automatic stage and owner change: “Lead editing”

First, choose the “Edited block type”:

“Funnel stage” — a new stage and stage date: in days, hours, minutes or “Set an exact time”. Any stage can be set except “New lead”, “Payment” and rejection stages.
“Lead owner” — assign to an employee or distribute evenly: “Spread the leads evenly across the selected employees” or “…across employee teams”.
A CRM list field or date field — the value you need or a date set “in” some time from now.
“Change the last comment” or a field marked “(speech to text)” — write down what the client told the robot.
“Clear the unread message flag” or “Clear the missed call flag”.

Speech-to-text types add the “Stayed on the line” and “The client hung up” branches to the block. Put them after a call where the client says something, for example, “tell us a convenient time”.

Need to bring back an old client or someone who refused? Create your own stage in the CRM, for example “Re-engage”, and choose it in the block. Stages are set up in the “Funnel stages” section — more in the article sales funnel in CRM.

Automatic deal stage change — the “Lead editing” block, the “Funnel stage” type, the stage and the stage date “in 2 hours”

Calls and messages only during working hours: “Schedule”

Tick the “Working days” or click “Weekdays 9–18”, “Every day 10–20” or “24/7”. “Working hours” are one set for all days or separate for each day. Choose the “Time zone”. The “Check client time” checkbox allows a call only if the time fits both the schedule's time zone and the client's local time. There's one such block per scheme, and new blocks after it go into the “Working hours” branch.

A lead doesn't drop out of the funnel if it reaches the “Schedule” at night or on a weekend. It waits for working hours to start and moves on through the scheme in the morning.

Important

For round-the-clock work, set 00:00–23:59. The 00:00–00:00 interval won't pass when you save.

Waits and autofunnel repeats

“Wait” keeps the lead in the funnel for the set number of minutes, and the total is shown above the field — for example, “1 day 2 hours”. That's how touch sequences are built: an SMS an hour later, a call a day later.

“Repeat the funnel” runs the scenario for the lead again while it matches the conditions — up to the set number of times, 10 by default. That's for regular reminders and no-answer loops. “Do not repeat the funnel” ends the scenario for the lead: this is how “once per lead” notifications are made.

Tip

Give blocks clear names in the “Block name” field. In “Continue from a given block”, they are chosen from a “number · name” list, and with names you won't make a mistake.

Simple chains — a wait, a repeat, a stage change — are easy to build yourself. A complex scheme with forks by the client's answers, loops and several channels can be left to us: order a turnkey setup — the button is at the end of the article.

Frequently asked questions

Why doesn't my autofunnel work at night?

It's not an error if the scheme has a “Schedule”. At night, leads wait for working hours to start, and in the morning they move on through the scheme; if nothing started in the morning, check the days, hours and time zone.

Why won't the scheme save with a schedule?

Most often, the interval is set to 00:00–00:00. For round-the-clock work, set 00:00–23:59.

What should I do with the “Where should the rest of the branch go?” window?

You chose a speech-to-text type, and there are already blocks below. Click “Stayed on the line” or “The client hung up” — that's where the rest of the chain will move.

Why does “Continue from a given block” say there's no such block in the scheme?

The selected block was deleted. Choose another block from the list.

Why is the “Repeat the funnel” item grey?

It ends a branch and can only go last. Click “+” on the last block of the branch.

Can I distribute leads between departments automatically?

Yes: “Lead editing” → “Lead owner” → “Spread the leads evenly across employee teams”.

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