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myCRMSIM Automations & AI Agents

Last Update 7 hours ago

How to Build and Manage AI Agents in myCRMSIM myCRMSIM Automations Guide AI Agent Troubleshooting Guide

myCRMSIM Automations Guide

The Automations module in myCRMSIM allows you to create, manage, publish, monitor, and reuse automated workflows. These workflows help automate communication, follow-ups, contact updates, tagging, appointment handling, pipeline movement, AI Agent actions, and other CRM processes.
Automations are designed to reduce manual work, improve response time, and keep customer communication organized. With workflows, you can automatically send messages, assign contacts, update opportunities, request reviews, handle missed calls, trigger AI actions, and monitor every execution from one place.
1. What are Automations?
Automations are workflows that run based on a selected trigger and then perform one or more actions.
A workflow usually follows this structure:
Trigger → Action → Action → Condition → Next Action
Example:
Manual Trigger → Send Message → Wait for Reply → If Replied → Add Tag
Another example:
Missed Call Trigger → Send Message → Assign to User
Each workflow starts with one trigger and can contain multiple actions depending on the business process.
2. How to Open the Automations Page
To access the Automations section:
  1. Log in to your myCRMSIM account.
  2. From the left sidebar, click Automations.
  3. The Automations page will open.
  4. You will see a list of existing workflows inside your selected workspace.
The Automations page is used to view all workflows, create new workflows, edit existing workflows, publish or unpublish workflows, delete workflows, and monitor execution logs and history.
3. Automations Page Overview
On the Automations page, you can see all workflows created in the selected workspace.
The workflow list includes:

Column

Description

New Workflow Button

This will allow user to create a new workflow from scratch or to use existing template

Workflow Name

Shows the name of the workflow

Status

Shows whether the workflow is Active or Draft

Last Updated

Shows the last time the workflow was changed

Publish/Draft

Allows you to publish or unpublish the workflow

Actions

Includes Edit and Delete options

At the top of the workflow section, you may also see totals such as:

Count

Description

Total

Total number of workflows

Active

Number of active workflows

Draft

Number of draft workflows

This helps you quickly understand how many workflows are currently available and how many are live.

4. Workflow Status

A workflow can have different statuses.

Active
An Active workflow is enabled and can run when its trigger condition is matched.
For example, if a workflow uses the Contact Created trigger and the workflow is active, it will run when a new contact is added.
Draft
A Draft workflow is not fully published or not currently active.
Draft workflows can be edited and saved, but they will not run automatically until they are published or activated.
Publish/Draft Toggle
The Publish/Draft toggle allows you to control whether the workflow is live or not.
Use this toggle carefully. If a workflow is published, it may start running for matching contacts depending on the trigger.
5. Creating a New Workflow
To create a new workflow:
  1. Go to Automations.
  2. Click New Workflow.
  3. A dropdown will appear with two options:
    • Start from Scratch
    • Use Template
5.1 Start from Scratch
Choose Start from Scratch when you want to build a new workflow manually.
This option opens a blank workflow builder where you can add your own trigger, actions, conditions, and message steps.
Use this option when:
  • You are creating a new automation for the first time.
  • You want full control over the workflow structure.
  • You do not want to use an existing template.
  • You are testing a new automation idea.
Important note:
When you create a new workflow using Start from Scratch, the workflow builder opens as a new workflow. The Execution Logs and Execution Details tabs are not shown immediately for a brand-new workflow because there are no previous runs yet.
Execution information becomes available after the workflow has been saved, used, and executed.
5.2 Use Template
Choose Use Template when you want to create a workflow from a saved template.
Templates are reusable workflow structures. They help you quickly create similar workflows without rebuilding everything from zero.
Use this option when:
  • You already saved a workflow as a template.
  • You want to reuse a common automation flow.
  • You want to save time while creating similar workflows.
  • Your team uses standard workflows for common processes.
When you click Use Template, the templates window opens. It shows available workflow templates for the selected workspace.
You can search templates, sort templates, and select one to create a workflow.
Important note:
Only workflows saved using Save as Template will appear in the Templates section.
6. Editing an Existing Workflow
To edit a workflow:
  1. Open the Automations page.
  2. Find the workflow you want to update.
  3. Click Edit.
  4. The workflow builder will open.
  5. Make the required changes.
  6. Click Save.
When you edit an existing workflow, you may see extra tabs such as:
  • Builder
  • Execution Logs
  • Execution Details
These tabs appear for existing workflows because the system can show previous workflow runs and execution history. 

Important note: Execution tabs are available when editing an existing workflow. They are not shown on a brand-new workflow created from Start from Scratch until the workflow has executions.

7. Deleting a Workflow
To delete a workflow:
  1. Go to the Automations page.
  2. Find the workflow you want to delete.
  3. Click Delete.
  4. A confirmation popup will appear.
  5. Confirm the deletion.
The confirmation popup helps prevent accidental deletion.
Use delete carefully because removing a workflow may affect automation processes connected to contacts, messages, or follow-ups.
8. Workflow Builder Overview
The Workflow Builder is the main area where workflows are created and configured.
It includes:

Area

Description

Workflow Name

Name of the workflow

Save Button

Saves workflow changes

Active Toggle

Turns the workflow on or off

Stop on Reply Toggle

Stops the workflow when a contact replies

Execution Window

Controls allowed sending time

Trigger List

Contains available workflow triggers

Action List

Contains available workflow actions

Canvas

Main area where workflow steps are placed

Zoom Controls

Allows you to zoom in or out

Minimap

Helps navigate large workflows

Info Icons

Open help panels for each trigger/action

9. Workflow Settings
The left side of the workflow builder contains important workflow settings.
9.1 Workflow Name

The workflow name helps identify the automation.
Use a clear and meaningful name.
Examples:
  • Review Request Workflow
  • Missed Call Follow-up
  • New Lead Welcome Message
  • Appointment Booking Workflow
  • Customer Reply Follow-up
  • DND Contact Workflow
A clear name makes it easier for team members to understand the workflow purpose.
9.2 Active Toggle
The Active toggle controls whether the workflow is enabled.
If Active is turned on, the workflow can run when the trigger condition is matched.
If Active is turned off, the workflow will not run automatically.
Use this option when you want to temporarily pause a workflow without deleting it.
9.3 Stop on Reply

The Stop on Reply toggle stops the workflow when a contact replies.
This is useful for message sequences where you do not want automated messages to continue after a customer responds.
Example:
A workflow sends a follow-up message after 1 day and another message after 3 days. If the contact replies after the first message, the workflow can stop automatically so the customer does not continue receiving automated follow-ups.
Use Stop on Reply for:
  • Sales follow-ups
  • Review requests
  • Missed call replies
  • Lead nurturing
  • Appointment reminders
  • Customer outreach campaigns
9.4 Execution Window
The Execution Window controls when workflow messages or steps are allowed to run.
You can configure:
  • Timezone
  • Start time
  • End time
  • Skip weekends
Example:
Timezone: New York
Start: 09:00 AM
End: 05:00 PM
Skip weekends: Enabled
This means messages will only be sent during the selected working hours. If the workflow reaches a message step outside this window, the system waits until the next allowed time.
Use Execution Window to avoid sending messages too early, too late, or during weekends.
10. Triggers
A trigger is the starting point of a workflow. It decides when the workflow should begin.
Each workflow can only have one trigger.
If you try to add another trigger to a workflow that already has one, the system will show a message telling you that only one trigger is allowed and you must remove the existing trigger first.
10.1 Contact Created
Purpose
The Contact Created trigger starts a workflow when a new contact is added to the CRM.
When to Use
Use this trigger when you want automation to begin immediately after a new contact is created.
Common use cases:
  • Welcome messages
  • Lead onboarding
  • First-touch communication
  • New customer follow-up
  • New lead assignment
  • Adding initial tags
How It Works
When a new contact is added to the CRM, the workflow automatically starts for that contact. The system then runs the connected actions in the workflow.

Example: 

Contact Created → Send Welcome Message → Add Tag → Assign to User
10.2 Contact Updated
Purpose
The Contact Updated trigger starts a workflow when a contact is updated, such as when a tag is added or removed.
When to Use
Use this trigger when automation should run based on changes in contact information or tags.
Common use cases:
  • A tag is added to a contact
  • A tag is removed from a contact
  • A contact status changes
  • A customer is marked as interested
  • A lead becomes qualified
How It Works

The workflow starts when the selected contact update condition is matched. For example, if the workflow is configured to run when the tag “Interested” is added, it will start only when that tag is added to a contact.

Example: 

Contact Updated → If Tag is Interested → Send Message → Create Opportunity
10.3 Customer Reply
Purpose
The Customer Reply trigger starts a workflow when a customer replies to a message inside a workflow sequence.
When to Use
Use this trigger when you want the system to react to an inbound customer response.
Common use cases:
  • Stop a follow-up campaign
  • Notify staff after customer response
  • Move contact to another workflow
  • Assign contact to a team member
  • Add a reply-related tag
  • Continue with a manual follow-up process
How It Works
When the contact sends a reply during the workflow sequence, the system detects the response and starts the configured workflow path.

Example: 

Customer Reply → Add Tag “Replied” → Assign to User
10.4 Manual Trigger
Purpose
The Manual Trigger allows a workflow to be started manually for selected contacts.
When to Use
Use this trigger when you do not want the workflow to start automatically.
Common use cases:
  • Testing workflows
  • Manual follow-up
  • One-time campaigns
  • Custom outreach
  • Running automation for selected contacts only
How It Works
The workflow does not start by itself. A user must manually trigger the workflow for selected contacts.

 Example: 

Manual Trigger → Send Message → Wait for Reply
10.5 AI Trigger
Purpose
The AI Trigger is used for AI Agent workflows. It allows an AI Agent to start or continue a workflow when a defined rule or condition becomes true during a customer conversation.
When to Use
Use this trigger when the workflow depends on customer intent, conversation context, or a specific response detected by the AI Agent.
Common use cases:
  • Customer wants to book an appointment
  • Customer asks to reschedule
  • Customer wants to cancel
  • Customer asks for more information
  • Customer shows buying intent
  • Customer confirms interest
How It Works
The AI Agent monitors the conversation based on configured rules. When the customer’s message matches the defined condition, the workflow starts automatically.

Example: 

Customer says: “I want to book an appointment.”
Workflow starts:
AI Trigger → Book Appointment → Move Opportunity Stage
Good to know:
An AI Agent must be configured before using AI Trigger. The trigger rule should be written clearly so the AI Agent knows when to start the workflow.
10.6 Link Clicked
Purpose
The Link Clicked trigger starts a workflow when a contact clicks a tracked link sent to them.
When to Use

Use this trigger when you want to follow up with contacts who show interest by clicking a link.
Common use cases:
  • Offer link clicked
  • Booking link clicked
  • Pricing link clicked
  • Product page clicked
  • Review link clicked
  • Promotion link clicked
How It Works
You create or choose a tracked link. When the contact clicks the link, the workflow starts.

 Example: 

Link Clicked → Add Tag “Clicked Offer” → Send Follow-up Message
10.7 Missed Call Trigger
Purpose
The Missed Call Trigger starts a workflow when a call comes in and is missed.
When to Use
Use this trigger to automatically respond to missed calls.
Common use cases:
  • Send an automatic text after a missed call
  • Follow up with missed callers
  • Notify a team member
  • Assign the caller to support or sales
  • Create an opportunity after missed call
How It Works
The trigger can use filters such as caller number and call duration. When a missed call matches the configured filter, the workflow starts.

 Example: 

Missed Call Trigger → Send Message “Sorry we missed your call” → Assign to User
10.8 Opportunity Created
Purpose
The Opportunity Created trigger starts a workflow when a new opportunity or deal is created for a contact.
When to Use
Use this trigger when you want automation to begin as soon as a deal enters the pipeline.
Common use cases:
  • New sales opportunity
  • New lead in pipeline
  • Deal created manually
  • Deal created by AI Agent
  • Deal created by another automation
How It Works

When an opportunity is created for a contact, the workflow starts for that contact.

Example: 

Opportunity Created → Send Welcome Message → Assign to Sales User
10.9 Opportunity Stage Changed
Purpose
The Opportunity Stage Changed trigger starts a workflow when an opportunity moves from one pipeline stage to another.
When to Use
Use this trigger when automation should run based on pipeline movement.
Common use cases:
  • Lead moved to Booked
  • Lead moved to Qualified
  • Lead moved to Follow-up Required
  • Lead moved to Closed Won
  • Sales team needs notification
How It Works

You can leave the stage empty to run on any stage change, or select a specific stage to run only when the opportunity moves into that stage.

Example:  

Opportunity Stage Changed → Send Confirmation Message
10.10 Opportunity Status Changed
Purpose
The Opportunity Status Changed trigger starts a workflow when an opportunity status changes.
Statuses may include:
  • Open
  • Won
  • Lost
  • Abandoned
When to Use
Use this trigger for win/loss follow-ups and closing processes.
Common use cases:
  • Request review when deal is won
  • Start win-back campaign when deal is lost
  • Mark abandoned leads
  • Notify sales after status change
How It Works
You can leave the status empty to run on any status change, or select a specific status to run only when the opportunity becomes that status.

Example: 

Opportunity Status Changed to Won → Review Request
11. Actions
Actions are the steps that happen after the trigger. A workflow can contain multiple actions.
Actions can send messages, update contact details, apply tags, wait, split paths, book appointments, call webhooks, and more.
11.1 Find Contact
Purpose
The Find Contact action searches for and identifies a contact inside the CRM.
When to Use
Use this when the workflow needs to find a specific contact before continuing.
Common search fields may include:
  • Contact ID
  • Email
  • First Name
  • Last Name
How It Works
The workflow searches the contact using selected fields. Once the contact is found, the workflow can continue with the next action.

Example: 

Manual Trigger → Find Contact → Update Contact
11.2 Add Tag
Purpose
The Add Tag action adds one or more tags to a contact.
When to Use
Use this action to categorize or mark contacts based on their activity, status, or workflow stage.
Common examples:
  • Interested
  • Replied
  • Booked
  • Follow-up Required
  • Review Requested
  • Missed Call
  • Cold Lead
  • Hot Lead
How It Works
When the workflow reaches this step, the selected tag is automatically added to the contact profile.

Example: 

Customer Reply → Add Tag “Replied”
11.3 Add To Notes
Purpose
The Add To Notes action adds an internal note to the contact profile.
When to Use
Use this when important information needs to be saved for team reference or future follow-up.
Common use cases:
  • Save conversation summary
  • Save appointment-related note
  • Save sales note
  • Save customer preference
  • Save internal follow-up instruction
How It Works
When the workflow reaches this step, the note is automatically added to the contact record

Example: 

AI Trigger → Add To Notes “Customer requested pricing details.”
11.4 Remove Tag
Purpose
The Remove Tag action removes selected tags from a contact.
When to Use
Use this when an old tag is no longer needed.
Common use cases:
  • Remove “New Lead” after contact replies
  • Remove “Follow-up Required” after assignment
  • Remove “Interested” after deal is closed
  • Remove outdated campaign tags
How It Works
When the workflow reaches this step, the selected tag is removed from the contact profile.

Example: 

Opportunity Status Changed to Won → Remove Tag “Follow-up Required”
11.5 Wait
Purpose
The Wait action pauses the workflow for a selected time.
When to Use
Use this when the next step should not happen immediately.
Common use cases:
  • Wait 1 hour before follow-up
  • Wait 1 day after first message
  • Wait 3 days before review request
  • Wait before sending reminder
How It Works
The workflow waits for the configured duration and then continues to the next step.
The wait time can be set in:
  • Seconds
  • Minutes
  • Hours
  • Days

Example: 

Send Message → Wait 1 Day → Send Follow-up Message
11.6 Drip
Purpose
The Drip action controls how contacts move through the workflow in batches or delays.
When to Use
Use this when contacts should not all move through the workflow at the same time.
Common use cases:
  • Large campaign sending
  • Gradual lead follow-up
  • Controlled message delivery
  • Avoid sending too many messages at once
How It Works
The workflow processes contacts based on selected batch size and delay timing.

Example: 

Send messages to 50 contacts every 10 minutes instead of sending to all contacts immediately.
11.7 Assign to User
Purpose
The Assign to User action assigns contacts to selected users or team members.
When to Use
Use this for sales assignment, support routing, lead distribution, or workload management.
Common use cases:
  • Assign new lead to sales user
  • Assign support request to support agent
  • Assign replied contact to team member
  • Distribute contacts between users
How It Works
When the workflow reaches this step, the contact is assigned to the selected user according to the selected assignment method.

Example: 

Contact Created → Assign to User → Send Message
11.8 Add To Workflow
Purpose
The Add To Workflow action places the contact into another workflow.
When to Use
Use this when the contact needs to move into a different automation sequence.
Common use cases:
  • Move a replied contact to sales follow-up
  • Move a booked contact to appointment reminder workflow
  • Move a customer to review request workflow
  • Move an inactive contact to reactivation workflow
How It Works
You select another active workflow. When this step runs, the contact is added to that selected workflow.

 Example: 

Customer Reply → Add To Workflow “Sales Follow-up”
Only active workflows are usually shown for selection.
11.9 Remove From Workflow
Purpose
The Remove From Workflow action removes the contact from a workflow and stops pending steps.
When to Use
Use this when the contact should no longer continue in a workflow.
Common use cases:
  • Contact converted
  • Contact opted out
  • Customer replied
  • Deal closed
  • Workflow should stop after condition is met
How It Works
You choose which workflow to remove the contact from. The current workflow is usually the default option.

 Example: 

If Contact Has Tag “Booked” → Remove From Workflow
11.10 Spintax
Purpose
The Spintax action creates message variations.
When to Use
Use this when automated messages should feel more natural and should not be exactly the same every time.
Common use cases:
  • Outreach messages
  • Follow-up messages
  • Review request messages
  • Lead nurturing messages
How It Works
The workflow uses configured message variations and can include contact variables for personalization.

 Example: 

Instead of sending the same message to everyone, the system can rotate between different versions.
11.11 Send Message
Purpose
The Send Message action sends an SMS or MMS message to the contact.
When to Use

Use this for communication steps inside the workflow.
Common use cases:
  • Welcome message
  • Follow-up message
  • Reminder
  • Promotion
  • Customer update
  • Missed call response
  • Review request reminder
How It Works

The workflow sends the configured message to the contact’s phone number.
Messages can include dynamic contact variables such as:
  • Contact first name
  • Contact last name
  • Contact phone number
  • Contact email

 Example: 

Manual Trigger → Send Message
Message example:
“Hi {{contact.firstName}}, thanks for contacting us. Our team will get back to you shortly.”
11.12 Split Traffic
Purpose
The Split Traffic action divides contacts into different workflow paths.
When to Use
Use this for A/B testing or routing contacts through different automation journeys.
Common use cases:
  • Test two message versions
  • Send 50% of contacts to Path A and 50% to Path B
  • Route leads differently
  • Compare campaign performance
How It Works
The workflow distributes contacts across multiple paths based on the selected percentage allocation.

 Example: 

Split Traffic → Path A: Send Message Version A → Path B: Send Message Version B
11.13 Goto
Purpose
The Goto action sends the workflow back to another point in the automation.
When to Use
Use this when the workflow needs to loop back or continue from a specific connected step.
Common use cases:
  • Repeat a follow-up sequence
  • Return to an earlier step
  • Continue from a connected point
  • Create a loop until a condition is met
How It Works
When the workflow reaches this step, it moves the contact back to the selected connected point in the workflow.
Use this carefully to avoid unwanted repeated loops.
11.14 Delete Contact
Purpose
The Delete Contact action permanently deletes a contact from the system.
When to Use
Use this only when the workflow requirement is to permanently remove a contact.
Common use cases:
  • Remove test contacts
  • Remove invalid contacts
  • Remove contacts based on a strict cleanup rule
How It Works
When the workflow reaches this step, the selected contact is permanently deleted from the CRM.
Important warning:
Use this action carefully because deleting a contact can remove important contact data from the system.
11.15 If / Else
Purpose
If / Else action creates conditional logic inside the workflow.
When to Use
Use this when the workflow needs to follow different paths based on a condition.
Common conditions may include:
  • Contact has a specific tag
  • Contact does not have a tag
  • Contact field matches a value
  • Contact replied
  • Contact status changed
  • Opportunity stage matches
  • Custom field condition
How It Works
The workflow checks the configured condition.
If the condition is matched, the contact follows the True path.
If the condition is not matched, the contact follows the Else path.

 Example: 

If Contact Has Tag “Interested”
True path: Create Opportunity
Else path: Send Follow-up Message
11.16 Update Contact
Purpose
The Update Contact action updates existing contact information inside the CRM.
When to Use
Use this when workflow data should update a contact profile.
Common fields may include:
  • First name
  • Last name
  • Email
  • Phone number
  • Company name
  • Website
  • Address
  • City
How It Works
When the workflow reaches this step, it updates the selected contact field with the value configured in the action.
The value can also include dynamic variables.

 Example: 

AI Trigger → Update Contact → Add Tag
11.17 Wait for Reply
Purpose
The Wait for Reply action pauses the workflow until the contact replies or until a time limit passes.
When to Use
Use this when the workflow needs to wait for customer response before continuing.
Common use cases:
  • Wait for confirmation
  • Wait for customer answer
  • Wait for appointment response
  • Wait before sending next follow-up
  • Stop sending if customer responds
How It Works
You set how long the system should wait for a reply.
The action creates paths such as:
  • Replied path
  • Timeout path
If the customer replies within the time limit, the workflow follows the replied path.
If the customer does not reply within the time limit, the workflow follows the timeout path.

 Example: 

Send Message → Wait for Reply
Replied path: Assign to User
Timeout path: Send Follow-up Message
11.18 HTTP Webhook
Purpose
The HTTP Webhook action sends contact information to another app or website.
When to Use
Use this when you want to send CRM data to an external system.
Common use cases:
  • Send contact data to another CRM
  • Notify your own system
  • Send lead data to a custom app
  • Trigger an external automation
  • Connect with third-party tools
How It Works
You choose the request type, such as POST, and enter the web address that should receive the information.
Extra details and data are optional.
Good to know:
This is a more technical step. The receiving app must be set up to accept the information.
Pricing note:
This is a premium action. It may cost credits per contact each time it runs. Contacts without enough credits may be skipped.
11.19 Send AI Initial Message
Purpose
The Send AI Initial Message action sends the first message written by the AI Agent to the contact.
When to Use
Use this when the workflow needs to start a conversation with a natural AI-written greeting instead of a fixed message template.
Common use cases:
  • AI Agent outreach
  • AI appointment booking
  • AI customer qualification
  • AI support conversation
  • AI lead follow-up
How It Works
When the workflow reaches this step, the AI Agent sends its configured initial message to the contact.
The message is generated based on the AI Agent setup, so no manual message is required inside this action.
Good to know:
This action is only used for AI Agent workflows. An AI Agent must be configured before this action can work properly.
Pricing note:
This is a premium action and may cost credits per contact when it runs.
11.20 Book Appointment
Purpose
The Book Appointment action schedules an appointment for the contact through the AI Agent.
When to Use
Use this when the customer agrees to book a meeting or appointment during an AI Agent conversation.
Common use cases:
  • Customer wants a consultation
  • Customer confirms appointment time
  • Customer asks to book a call
  • AI Agent qualifies a lead and books meeting
How It Works
When the customer confirms a suitable time, the AI Agent uses the connected calendar and books the appointment automatically.
Good to know:
This action requires an AI Agent and a connected calendar.
Pricing note:
This is a premium action and may cost credits per contact when it runs.
11.21 Cancel Appointment
Purpose
The Cancel Appointment action cancels an existing appointment for the contact through the AI Agent.
When to Use
Use this when the customer tells the AI Agent that they cannot attend the appointment or want to cancel it.
Common use cases:
  • Customer cancels meeting
  • Customer cannot attend
  • Customer asks to remove appointment
  • Appointment no longer needed
How It Works
The AI Agent identifies the appointment that needs to be cancelled and removes it from the connected calendar.
Good to know:
This action requires an AI Agent and a connected calendar so the system can identify and cancel the correct appointment.
Pricing note:
This is a premium action and may cost credits per contact when it runs.
11.22 Reschedule Appointment
Purpose
The Reschedule Appointment action moves an existing appointment to a new time through the AI Agent.
When to Use
Use this when the customer asks the AI Agent to change the appointment time or select another slot.
Common use cases:
  • Customer wants a different time
  • Customer asks to move appointment
  • Customer requests another available slot
  • Appointment time needs to be updated
How It Works

The AI Agent identifies the existing appointment, confirms the new time with the customer, and updates the appointment in the connected calendar.

Good to know:
This action requires an AI Agent and a connected calendar so the appointment can be rescheduled correctly.
Pricing note:
This is a premium action and may cost credits per contact when it runs.
11.23 Review Request
Purpose
The Review Request action asks the contact to leave a review.
When to Use
Use this after a sale, completed service, appointment, or successful customer interaction.
Common use cases:
  • After service completion
  • After appointment completed
  • After order completed
  • After deal is won
  • After customer confirms satisfaction
How It Works
You can choose how to send the request, such as email, text, or both.
You can also set a custom review link or custom message. If no custom setup is added, the default template may be used.

 Example: 

Opportunity Status Changed to Won → Review Request
11.24 Set Contact DND
Purpose
The Set Contact DND action turns Do-Not-Disturb on or off for a contact.
DND means the contact should not receive certain messages or notifications depending on the selected settings.
When to Use
Use this when messaging should be paused or controlled for a contact.
Common use cases:
  • Contact opts out
  • Contact goes quiet
  • Contact should not receive outbound messages
  • Re-enable messaging later
  • Stop incoming notification handling
How It Works
You select the DND direction, such as inbound or outbound, and choose the DND state.
You may also select specific channels if required.

 Example: 

Customer Reply with Opt-out → Set Contact DND On
11.25 Create Opportunity
Purpose
The Create Opportunity action creates a new opportunity or deal for the contact.
When to Use
Use this when you want to start tracking a deal automatically.
Common use cases:
  • Contact replies “interested”
  • Lead becomes qualified
  • AI Agent identifies buying intent
  • Customer asks for pricing
  • New deal should be added to pipeline
How It Works
You can set a name, template variables, and optional values.
You may select a pipeline and stage. If pipeline or stage is left empty, the system may use the workspace’s default pipeline and first stage.

 Example: 

Customer Reply → Create Opportunity → Assign to User
11.26 Move Opportunity Stage
Purpose
The Move Opportunity Stage action moves the contact’s opportunity to a selected pipeline stage.
When to Use
Use this when the lead or deal progresses.
Common use cases:
  • Move lead to Booked
  • Move lead to Qualified
  • Move deal to Follow-up
  • Move opportunity after appointment scheduled
  • Move opportunity after customer reply
How It Works
You choose the pipeline and stage. The action updates the opportunity that triggered the run or the contact’s current open opportunity.

 Example: 

Book Appointment → Move Opportunity Stage to Booked
11.27 Update Opportunity Status
Purpose
The Update Opportunity Status action changes the status of the contact’s opportunity.
Status options may include:
  • Open
  • Won
  • Lost
  • Abandoned
When to Use
Use this when you want to close out or update a deal automatically.
Common use cases:
  • Mark won after payment
  • Mark lost after no response
  • Mark abandoned after timeout
  • Keep deal open after follow-up
How It Works
You select the status to set. The action updates the opportunity that triggered the run or the contact’s current open opportunity.

 Example: 

Payment Confirmed → Update Opportunity Status to Won
12. Premium Actions and Credits
Some actions are premium actions and may use credits when they run.
Examples shown in the workflow builder include:
  • HTTP Webhook
  • Send AI Initial Message
  • Book Appointment
  • Cancel Appointment
  • Reschedule Appointment
These actions may cost credits per contact each time they run. If there are not enough credits, contacts may be skipped for that premium action.
Always check your wallet or credit balance before running workflows that use premium actions.
13. Connecting Workflow Steps
Workflow steps are connected on the canvas.
Each block has connection points. You can connect one step to another to define the workflow path.

 Example: 

  1. Add Manual Trigger.
  2. Add Send Message.
  3. Connect Manual Trigger to Send Message.
  4. Save the workflow.
    For conditional actions like If / Else, Wait for Reply, or Split Traffic, the workflow may have multiple outgoing paths.

     Example: 

    • Replied path
    • Timeout path
    Example:
    If / Else
    • True path
    • Else path
    Example:
    Split Traffic
    • Path A
    • Path B
    14. Saving a Workflow
    When you click Save, you may see save options.
    14.1 Save Workflow
    This saves the workflow to your workflow collection.
    Use this option when:
    • You want to save changes
    • You want to continue editing later
    • You want to keep the workflow available in the workflow list
    • The workflow is ready to publish
    14.2 Save as Template
    This saves the workflow as a reusable template.
    Use this option when:
    • You want to reuse the same workflow later
    • You want your team to use the workflow structure
    • You want to create similar workflows quickly
    • You have a standard workflow process
    Important note:
    After saving a workflow as a template, it will appear in the Workflow Templates section. Then you can select it later from New Workflow → Use Template.
    15. Workflow Templates
    Workflow Templates
    Workflow templates help users create workflows faster by using a pre-built workflow structure instead of creating everything manually.
    To use a template:
    1. Click New Workflow.
    2. Select Use Template.
    3. The Workflow Templates window will open.
    4. Select the required template.
    5. Create the workflow from that template.
    6. Edit and save it as needed.
    Templates may include:
    • Saved workflow structure
    • Trigger
    • Actions
    • Connections
    • Workflow layout
    If no templates have been saved yet, the templates page may show zero templates.
    To make a template available, first open or create a workflow and choose Save as Template.
    You can also create a new template by starting a new workflow from scratch. Create the workflow, add the required trigger, actions, and connections, then save it as a template for future use.
     
    16. Execution Logs
    The Execution Logs tab shows the history of workflow runs.
    This tab helps you monitor whether workflows are running correctly.
    Execution Logs can show:

    Field

    Description

    Contact

    Contact that went through the workflow

    Trigger

    Trigger that started the workflow

    Action

    Action performed in the workflow

    Duration

    How long the execution took

    Started At

    When the execution started

    Finished At

    When the execution finished

    Status

    Completed, failed, running, pending, or cancelled

    You can filter execution logs by:
    • All
    • Completed
    • Failed
    • Running
    • Pending
    • Cancelled
    Use the Refresh button to reload the latest execution data.
    Important note:
    Execution Logs appear when editing an existing workflow that has execution history. They are not shown immediately when creating a new workflow from scratch.
    17. Execution Details
    The Execution Details tab shows a deeper view of a specific workflow execution.
    This section helps you understand exactly how a workflow ran for a specific contact.
    Execution Details may include:

    Section

    Description

    Workflow Execution Status

    Shows whether the run completed or failed

    Trigger

    Shows which trigger started the workflow

    Started

    Shows when execution started

    Duration

    Shows total execution time

    Execution ID

    Unique execution reference

    Contact Details

    Shows contact name, email, phone, and ID

    Workflow Path

    Visual view of executed steps

    Execution Steps

    Detailed list of steps and statuses


    The workflow path can show:
    • Executed steps
    • Steps not run
    • Completed blocks
    • Connection path
    The right-side execution panel can show each step with:
    • Step name
    • Type
    • Duration
    • Job ID
    • Status

     Example: 

    manualTrigger → sendSMS
    Both steps may show as completed if the workflow executed successfully.
    18. Builder, Execution Logs, and Execution Details Tabs
    When editing an existing workflow, you may see three main tabs:
    Builder
    Used to create and update the workflow structure.
    Execution Logs
    Used to view workflow run history.
    Execution Details
    Used to inspect a specific workflow execution in detail.
    Important note for users:
    If you start a new workflow using Start from Scratch, these execution-related tabs may not appear immediately. They are available for existing workflows after the workflow has been saved and executed.
    19. Best Practices for Automations
    Use clear workflow names. A good name makes it easier to manage workflows later.
    Keep each workflow focused on one main purpose. Avoid making one workflow too large or confusing.
    Use Stop on Reply when the workflow sends multiple follow-up messages.
    Use Execution Window to control message timing and avoid sending messages outside business hours.
    Test workflows with a small number of contacts before using them for a large audience.
    Check Execution Logs regularly to make sure workflows are running successfully.
    Use Execution Details when you need to troubleshoot a specific contact’s workflow journey.
    Save reusable workflows as templates so they can be used again later.
    Be careful with sensitive actions such as:
    • Delete Contact
    • Set Contact DND
    • Remove From Workflow
    • Update Opportunity Status
    • HTTP Webhook
    Make sure premium actions have enough credits available before running campaigns.
    20. Summary
    The Automations module helps users create powerful automated workflows inside myCRMSIM.
    With Automations, you can:
    • Create workflows from scratch
    • Use saved templates
    • Add triggers
    • Add actions
    • Send messages
    • Manage tags
    • Update contacts
    • Handle replies
    • Manage appointments with AI Agent
    • Create and update opportunities
    • Send review requests
    • Monitor execution logs
    • View execution details
    • Save workflows as templates
    Automations make it easier to manage customer communication, reduce manual work, and ensure every contact follows the correct process.

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