> 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/dashboard-and-features/workflow-builder.md).

# Workflow builder

That’s exactly what the **Workflow Builder** enables.

It gives you full control over how customers move through your lifecycle campaigns—whether it’s reducing churn, reactivating users, or managing upsell opportunities. And with direct integrations, branching logic, and Co-Pilot decision-making built in, you go from insight to action in one smooth flow.

<figure><img src="/files/7UaREEZChDRH3tIQ94WW" alt=""><figcaption></figcaption></figure>

#### A Visual Editor Built for Customer Success

The workflow builder isn’t just functional—it’s intuitive.

On the left, you’ve got all the key building blocks:

* **Triggers** like *Customer health changed*
* **Conditions** to branch logic based on value, activity, or predictions
* **Co-Pilot split**, letting the AI decide which action drives the best result
* **Random splits** for A/B testing and holdout experiments
* **Actions** to send data or create tasks in tools like HubSpot
* **Pauses**, to delay steps when needed

On the canvas, you visually map out the flow. Each step is clean, labeled, and easy to follow—even when things get complex.

***

#### Real-World Example: Reduce Risk for High-Value Customers

The screenshot shows a live workflow tackling churn risk among high-ARPU customers:

1. The flow is triggered by a **customer health score drop**
2. It branches based on ARPU level:
   * Low-value users get auto-tagged and assigned a task
   * High-value users trigger a **random split** to test task variations
3. Co-Pilot, conditions, and campaign actions combine to personalize outreach
4. All actions sync directly into **HubSpot**—no manual handovers

This isn’t a static playbook. It’s a dynamic engine that evolves with your data.

***

#### Smart, Scalable, and Connected

The Workflow Builder is fully integrated with:

* **Co-Pilot**: So you can optimize with real-time learning, not guesswork
* **HubSpot & CRM tools**: Assign tasks, update contacts, or sync custom fields
* **Audiences**: Feed in dynamic customer groups like “High risk, high value” or “Sleepers”
* **Campaign tools**: Trigger flows based on message engagement, logins, or custom events

You’re not just sending actions—you’re sending *the right* actions, to the right people, at the right time.

***

#### Why It Matters

Manual workflows break under scale. Static flows go stale. Workflow Builder solves both.

* ✅ Build once, scale automatically
* ✅ Use AI to steer decisions inside the flow
* ✅ Experiment and optimize without dev work
* ✅ Collaborate cross-team with full visibility
* ✅ Ship faster—no need to wait for BI or engineering

***

If your retention strategy depends on timing, personalization, and operational speed, the Workflow Builder gives you a serious edge.

Need help setting up your first flow? \[Contact your onboarding team] or \[check out our starter templates →]