> For the complete documentation index, see [llms.txt](https://docs.churned.io/churned-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.churned.io/churned-docs/automate-with-workflows.md).

# Automate with workflows

Decide what happens when a customer enters an audience or their health changes, and push it to your tools

A **workflow** is the automation that acts on an audience. It starts from a trigger, branches on conditions or on a Co-pilot decision, and ends in actions in your own systems: a task for a customer success manager, a contact property or list in HubSpot or Klaviyo, a webhook, or a tag. This is step 3 of the [Churned journey](/churned-docs/getting-started-with-churned.md).

## Building blocks

| Block              | What it does                                                                                                                        |
| ------------------ | ----------------------------------------------------------------------------------------------------------------------------------- |
| **Trigger**        | Starts the flow, for example *Customer health changed*, *Entered audience*, or a custom event from an integration                   |
| **Condition**      | Branches on a value, score or property, for example ARR above a threshold or health level Unhealthy                                 |
| **Co-pilot split** | Lets the [Co-pilot](/churned-docs/co-pilot.md) choose which branch each customer takes, and learns from the outcome                 |
| **Random split**   | Splits customers at random for an A/B test or a holdout group, measured in [A/B Tests](/churned-docs/measure-impact/a-b-testing.md) |
| **Action**         | Writes to an integration: create a task, update a property, add to a list or segment, send a webhook                                |
| **Pause**          | Waits a fixed time before the next step                                                                                             |

The [Workflow builder](/churned-docs/automate-with-workflows/workflow-builder.md) page walks through the editor and a worked example. Tasks created by workflows appear under [Tasks](/churned-docs/automate-with-workflows/task.md), where [Task Rules](/churned-docs/automate-with-workflows/task/task-rules.md) define who picks them up.

## Good practice

* Start from a suggested audience and its default workflow; adjust the actions before adding conditions.
* Always keep a control group. A random split with a hold-out branch is the only way to measure the workflow's impact later.
* Put the Co-pilot split where you have at least two genuinely different actions to compare; it cannot learn from a single branch.
* Use one workflow per goal (retention, reactivation, upsell) so that its results are readable on the Impact Dashboard.

## Next step

Add a Co-pilot split to let the model pick the action per customer: [Co-pilot](/churned-docs/co-pilot.md). Then read the results in [Measure impact](/churned-docs/measure-impact.md).