Workflow builder
Great retention isn’t just about knowing what to do, it’s about doing it fast, at scale, and without bottlenecks. That’s exactly what the Workflow Builder enables.
Great retention isn’t just about knowing what to do—it’s about doing it fast, at scale, and without bottlenecks.
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.
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:
The flow is triggered by a customer health score drop
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
Co-Pilot, conditions, and campaign actions combine to personalize outreach
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 →]
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