Before you begin
Identify the workflow and status where the action should be available.
Decide what should happen when a user selects the action.
Configure any email templates, SMS templates, or nurture strategies the action will use.
Create an action
Go to More → Settings → Create a Sales Workflow and open the workflow for editing.
Select the status where you want to add the action.
Open the status’s three-dot menu and select Add Action.
Enter a clear action name that describes the outcome, such as “Appointment Set.”
Select an existing category or create a custom category to group similar actions.
Enable the operations the action should perform and configure their settings. Use the reference below to choose the appropriate operations.
Save the action.
Optional: Use Apply Template to copy an existing status configuration, including its actions and operations.
Choose action operations
Operation | What it does |
Change Status or Workflow | Moves the lead to a status in the current workflow or another workflow within the same record type. |
Contact Attempted + Made | Records a contact attempt and factors into response time calculations. Enable it for actions that represent a contact attempt. |
Add Appointment | Creates an appointment for the current user or another user. |
Send Email Template | Sends a configured email template to the lead. |
Set Email Nurture Strategy | Applies a configured nurture strategy to the lead. |
Transfer Lead | Transfers the lead to another user, a branch, or the corporate level. Disabling all transfer options forces assignment to the user interacting with the lead. Enable Distribute After Transfer to run the lead through push distribution if it qualifies. |
Return Lead | Removes the lead from the Lead Manager screen. Use this to flag bad leads. |
Release Pull | Controls the minimum time before a lead can be pulled again through a distribution strategy. Enable Decrement Pull Count on Release to reduce its pull count by one. |
Add Do Not Contact List | Flags the lead as Do Not Contact. |
Mark Favorite Lead | Adds a star to the lead on the Lead Manager screen to make it easier to find. |
Remove From Nurture | Removes an applied nurture strategy. |
Close Lead | Records a won deal, gives credit to a user, and contributes to performance reporting. |
Web Request | Sends an HTTP POST request to an endpoint, such as when posting lead data to another record type or account. |
Send SMS Template | Sends a configured SMS template to the lead. |
Add Note | Adds a note or a prefilled note to the lead. |
Confirm it worked
Return to the workflow and confirm the action appears under the intended status.
Using a test lead in that status, select the action.
Verify each configured result, such as the new status, assignment, appointment, note, or message.
Before testing: Use a lead with contact details you control when the action sends email or SMS. If it sends a web request, use a test endpoint.
Troubleshooting
The action is missing: Confirm it was saved under the correct workflow and status.
If an email, SMS, or nurture operation does not run, confirm the operation is enabled and the intended template or strategy is selected.
The lead does not transfer: Review the transfer destination. If you expect a push distribution after the transfer, confirm that Distribute After Transfer is enabled and that the lead qualifies.
Contact attempts are missing from response time calculations: Confirm Contact Attempted + Made is enabled for the action used to record the attempt.