> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thread.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Workflows Overview

> Automate account creation and routing with visual workflow builder

## What Are Workflows?

Workflows are visual automation pipelines that process accounts from CRM trigger through assignment and setup. Unlike templates (which define what happens during onboarding), workflows define **how accounts get created, routed, and assigned** before onboarding begins.

## Workflows vs Templates

| Aspect           | Workflows                      | Templates                   |
| ---------------- | ------------------------------ | --------------------------- |
| **Purpose**      | Account creation & routing     | Onboarding execution        |
| **When**         | Before onboarding starts       | During onboarding           |
| **Triggered by** | CRM events (deal closed, etc.) | Milestone progression       |
| **Contains**     | Routing logic, assignments     | Actions, content, timelines |
| **Who builds**   | Admins only                    | Admins (CSMs can suggest)   |

<Info>
  Workflows and templates work together: a workflow creates the account and assigns a CSM, then applies a template that defines the onboarding journey.
</Info>

## Key Concepts

### Triggers

Workflows start when specific CRM events occur:

* **HubSpot**: Deal reaches a specific stage (e.g., "Closed Won")
* **Salesforce**: Opportunity reaches a specific stage
* **Notion**: Page status changes to specific values

### Nodes

Workflows are built from nodes that you connect together:

<CardGroup cols={2}>
  <Card title="Logic Nodes" icon="git-branch">
    Branch based on conditions, route to different paths
  </Card>

  <Card title="Human Tasks" icon="user-check">
    Pause for human review, approval, or data entry
  </Card>

  <Card title="Action Nodes" icon="zap">
    Assign CSMs, select templates, send emails
  </Card>

  <Card title="AI Nodes" icon="sparkles">
    Transform data, classify accounts, generate content
  </Card>
</CardGroup>

### Runs

Each time a workflow executes, it creates a "run" that tracks:

* Current position in the workflow
* Data collected at each step
* Time spent at each node
* Final outcome (completed, failed, paused)

### Queues

When workflows reach human task nodes, work items appear in the **Queue Dashboard** for team members to claim and complete.

***

## When to Use Workflows

### Good Use Cases

<AccordionGroup>
  <Accordion title="Automated Account Creation">
    **Trigger:** HubSpot deal reaches "Closed Won"

    **Flow:** Extract deal data → Create account → Route to queue for CSM assignment → Apply template → Send welcome email

    **Benefit:** Eliminates manual data entry, ensures every closed deal becomes an account automatically
  </Accordion>

  <Accordion title="Segment-Based Routing">
    **Trigger:** Salesforce opportunity closes

    **Flow:** Check ARR → Route enterprise deals to senior CSMs, SMB deals to general pool → Apply appropriate template

    **Benefit:** Ensures high-value accounts get specialized attention automatically
  </Accordion>

  <Accordion title="Approval Gates">
    **Trigger:** Notion database entry created

    **Flow:** Create account → Request manager approval → If approved, assign CSM and begin onboarding

    **Benefit:** Adds governance without slowing down the process
  </Accordion>

  <Accordion title="AE Handoff Collection">
    **Trigger:** Deal closes in CRM

    **Flow:** Create account → Send handoff form to AE → Wait for completion → Route based on answers

    **Benefit:** Captures critical context from AEs before CSMs take over
  </Accordion>
</AccordionGroup>

### When NOT to Use Workflows

* **During onboarding** - Use templates and actions instead
* **One-off processes** - Create accounts manually
* **No CRM integration** - Workflows require CRM triggers

***

## Workflow Statuses

| Status       | Meaning                                 |
| ------------ | --------------------------------------- |
| **Draft**    | Workflow is being built, not yet active |
| **Active**   | Workflow will trigger on CRM events     |
| **Paused**   | Temporarily disabled, won't trigger     |
| **Archived** | No longer in use                        |

<Warning>
  Only **Active** workflows respond to CRM triggers. Draft and Paused workflows won't create new runs.
</Warning>

***

## Getting Started

<Steps>
  <Step title="Connect Your CRM">
    Navigate to **Connectors** and connect HubSpot, Salesforce, or Notion. Workflows require at least one CRM integration.

    <Card title="Integration Setup" icon="plug" href="/integrations/overview">
      Connect your CRM first
    </Card>
  </Step>

  <Step title="Create Your First Workflow">
    Go to **Workflows** → Click **"New Workflow"** → Choose a template or start from scratch.

    <Card title="Building Workflows" icon="hammer" href="/csm-guide/workflows/building-workflows">
      Learn the workflow builder
    </Card>
  </Step>

  <Step title="Test Before Activating">
    Use the test panel to simulate runs with sample data before activating for real CRM events.
  </Step>

  <Step title="Monitor Runs">
    Check the **Runs** tab to see workflow executions and debug any issues.

    <Card title="Monitoring Runs" icon="chart-line" href="/csm-guide/workflows/running-workflows">
      Learn about run monitoring
    </Card>
  </Step>

  <Step title="Process Queue Items">
    When workflows pause at human tasks, items appear in the Queue Dashboard for your team.

    <Card title="Queue Dashboard" icon="inbox" href="/csm-guide/workflows/queues">
      Learn about work queues
    </Card>
  </Step>
</Steps>

***

## Access & Permissions

<Warning>
  Workflows are **admin-only**. Only users with admin role can create, edit, or manage workflows. All team members can process queue items.
</Warning>

| Action              | Admin | CSM (User)      |
| ------------------- | ----- | --------------- |
| Create workflows    | ✅     | ❌               |
| Edit workflows      | ✅     | ❌               |
| View workflow runs  | ✅     | ❌               |
| Process queue items | ✅     | ✅               |
| Complete approvals  | ✅     | ✅ (if assigned) |

***

## What's Next?

<CardGroup cols={2}>
  <Card title="Building Workflows" icon="hammer" href="/csm-guide/workflows/building-workflows">
    Learn to create and configure workflows
  </Card>

  <Card title="Running Workflows" icon="play" href="/csm-guide/workflows/running-workflows">
    Monitor and debug workflow runs
  </Card>

  <Card title="Queue Dashboard" icon="inbox" href="/csm-guide/workflows/queues">
    Process human tasks from workflows
  </Card>

  <Card title="Integrations" icon="plug" href="/integrations/overview">
    Connect your CRM to enable triggers
  </Card>
</CardGroup>