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.

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 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
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 page walks through the editor and a worked example. Tasks created by workflows appear under Tasks, where Task Rules 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. Then read the results in Measure impact.