This section is available from the main menu “Tasks” — “Processes”.

What for are the processes and about the basic settings of the section we have described in this article.

The name of the process

When you create a new process, it is named by default as “Process from DATE TIME”. You can change the name to something that will be clear to you. Customers and subscribers will never see this name.

Click on the process name; enter a new name and click “Save”

+Add trigger

Trigger — is an event that occurs with a contact. If this event occurs, the trigger causes the contact to be added to the process and the process execution.

Each process has “Added to process” trigger enabled by default. This trigger allows you to add a contact to the process manually. To do this, you need to go to the Lead card by clicking on the email in the Contacts — Lead section. Then click the cogwheel icon and select “Add to process”.

To add an additional trigger, click the plus sign on the right and select the desired trigger


What can serve as a trigger?

Events work by logic “or”. For example: a contact (lead) OR subscribed to the list OR made an order — any of these events (including any combination of them).

List of available events that will cause the process execution:

  • tag applied;
  • tag removed;
  • subscribed to list;
  • added to list;
  • removed from list;
  • new order;
  • paid order;
  • cancelled order;
  • refund on order;
  • activated subscription;
  • new leads;
  • visited page;
  • opened an email;
  • Facebook messaging started;
  • Instagram story reply;
  • Instagram messaging started;
  • Instagram story mention;
  • custom field value changed.

Trigger settings

By adding a trigger, you can specify a name that you understand, one or an infinite number of repetitions for one contact, set a trigger condition, and add an additional condition.

Attention! Block names must not contain only numbers, otherwise the process will not display and work correctly. Specify a block name with a literal value or combine literal values with numeric values.

When you configure a trigger (other than first-level triggers), you can configure it to move to the next step not only when the trigger is triggered, but also when the timeout is exceeded.

Let us consider an example.

You want customers who made the order for a product to temporarily not receive a mailout with other offers and not be distracted from the mailing. You add them to a separate list through the process and want the customers who paid the order to start receiving the mailout again. Moreover, those who have not paid would begin to receive it 10 days after creating the order.

In this case, we add a “Paid order” trigger to the process, followed by the “Remove from list” action. In the settings of the trigger “Paid order” select “Go to the next step — when the trigger is triggered or wait time is finished — 10 days.”

You can set up a contact to move to the next stage of the process after a certain time or certain date, even if the trigger did not work.

+ Add the next step of the process

Click the “Plus sign” below to go to the setting of the next process step.

A step can be the “Actions”, “Conditions”, or “Triggers”.

You can configure the branching of the process. Thus, several different actions, conditions, or triggers will be performed simultaneously for a contact at one stage of the process.

You can use process branching if you want two actions to be performed simultaneously for a contact added to a process, such as adding to list and adding a trigger.

+ Add “Action”

Action — is what happens to the contact after the trigger is triggered. If the trigger is in action, one of the following Actions can be performed on the contact:

  • add tag;
  • delete tag;
  • add to list;
  • remove from list;
  • send email;
  • send sms;
  • POST / GET request;
  • change contact field value;
  • task;
  • facebook message;
  • facebook question;
  • facebook @ opt-in;
  • instagram message;
  • instagram question;
  • instagram @ opt-in;
  • end of process.

The action “Send email”

By this action, you can set up the sending of an email directly in the “Process”.

We have already learned to change the name of the block. In addition, you can configure one or an infinite number of repetitions for contact. If the toggle switch is off (black background color), an email will be sent to the contact every time he gets into the process and reaches this action. If the switch is on (green background), the message will be sent to the contact only once.

The letter can be sent immediately when the contact reached this action, after a specified time after the previous step, after the previous step, not earlier than a certain date, or after the previous step only on a certain date.

You must select the sender’s contact on whose behalf the message will be sent. Then fill in the “Message subject” and write a letter in a familiar visual editor.

Before saving the action, you can evaluate the email through “Preview”, test it and add an additional condition, for example, do not send an email to contacts in a certain list.

The {…} button has appeared on the editor panel, which allows you to add information from additional contact fields to letters. More details can be found here.

Action “Send SMS”

With this action, you can configure the sending of sms messages directly in the “Process”.

Sending sms works similarly to automatic / one-time sms sending, that is, when sending a message, money for sending will be debited from the account balance in accordance with the current tariffs for sending sms. If the account balance goes negative, the message will not be sent and the contact will proceed to the next step in the process.

The action “Change contact field value”

With this action, you can change the values ​​of the fields and points for the accrued contacts, depending on the tasks.

Let’s consider this function using the example of scoring.

The name of the block changes depending on your task, you can set one or an infinite number of repetitions for a contact. If the toggle switch is off (black background color), the number of points for a contact will change every time it gets into the process and reaches this action. If the tubler is on (green background color), the points will change for a contact only once.

Points will be credited on the date specified in the “Perform this step” setting.

The current number of points a contact has is reflected in his Lead Card.

The action “End of process”

Each chain of actions in the process must end with an “End of process” action. If this action is not at the end of the chain, the process for the contact is not completed. This means that these contacts will not get into the statistics “Done”. In addition, if a process can be run for a contact any number of times, but not at the same time, the contact will not get into the process a second time because it is “stuck” in the process. And, finally, your processes created from the Funnels interface will not be linked with other blocks.

You can have several blocks End of Process (it is more convenient in case of several parallel branches) or one block for all (when all process branches end there).

Let’s look at the following process:

We see the simplest scenario with 2 parallel branches. Once a lead generates an invoice, they get into 2 branches at the same time: the left branch has a trigger Invoice Paid, while the right one contains a series of letters. The letters remind about the payment and to force the lead into paying for the product. If this does not work, then a discount is offered.

Now, let us say that a lead pays the invoice once it is generated. It is obvious there is no need to send them reminders and to offer discounts – this is useless and harmful. What should be done?

  • Scenario 1. Add a block Filter before each letter to check whether the invoice has been paid (for example, if a product’s client group includes this lead). This scenario is good, and it works, but you should expect more work to be done and less clear visual presentation of your process.
  • Scenario 2. If the lead achieves the end of the left branch, don’t let the lead move along the right branch. This scenario is good and perfect for this task. Let’s focus on it.

You can edit the block End of process — change the name and the color of the block. But now we are more interested in the setting “End all contact sessions in the current process”. We choose this setting for the left branch for now, i.e. when the lead paid the invoice. Thus, when the invoice is paid, the lead is deleted from the right branch (in other words, the lead session will end in this branch).

Be careful with this setting. It is Ok for our example. However, if your parallel branch has such tasks as to add to other groups, to nominate an employee for the tasks, etc., rather than a series of letters, then this branch should not be interrupted. Wrong process design could damage this setting and bring a lot of troubles. It may happen later, once the existing process has been improved and upgraded.

We are talking about usual logic: let’s say that initially your process was similar to the one we have just looked at. Then you decided to add a third branch which attaches a tag to all leads. Why? Let’s say that the tag attachment triggers another process which you’ve started to design.

However, you completely forgot that there is no tag for immediate invoice payment in the first process (because all parallel branches will be interrupted). As a result, most leads work fine as planned, while some leads can’t have the tag attached for no obvious reason, which disrupts the second (new) process.

The case with the third branch is sure to be an imaginary one, and you are likely to add a tag in the existing left branch, but a real-life case will be more complicated and less understandable.

Action settings

In addition to changing the name and number of repetitions, you can specify the time of the action, select a list or tag, add an additional condition.

You can adjust the response time of the action.

The execution time of the action can be:

  • after done the previous;
  • after done the previous one through;
  • after done the previous on date;
  • after the previous one only on a specified date.

By selecting “after done the previous one through”, you can choose which days and at what time the action will be performed. For example, the action can run 7 days after the previous one, but only from Monday to Friday or from 08:00 to 21:00.

+ Add “Condition”

You can set a filter or use the A/B Test to distribute contacts into two different chains when certain conditions are performed.


In the filter, you can choose whether it is necessary to fulfill all the conditions for passing the filter or any one, specify one or more conditions, add an additional condition.

After you add a condition, you must add an action, condition, or trigger that will trigger when the condition performed and or not performed.


  1. In the sales newsletter we send out a special offer to buy a new course and give a link to the course’s sales page.
    In the Process, we set up a Condition that will check the subscriber’s visit to this selling page, and if he visited it, send him an email with an offer to receive an additional bonus or discount on this product. Thus, we “fuel interest” in our offer and stimulate sales of a new product.
  2. We want to drive repeat sales. To do this, we set up a condition that will verify the payment of bills of the first paid Product No. 1 of our auto-funnel (tripwire) and customers who have paid for it a certain number of days after the purchase, we will send a letter offering discounts on Product No. 2, which will complement Product No. 1 well. Thus, we encourage customers to repeat sales and get more profit in our project.

A/B Test

When the “A/B Test” condition is applied, the process will go along one of the branches specified in this block. The percentage of distribution of contacts depends on the values set in the variants settings.

The percentage value in the variants can be changed.


We launched the “A / B Test” with a distribution of 50/50 variants.
In the first variant, we send a letter with a discount offer for Product No. 1 to customers who have paid bills in the amount of more than 500 dollars, and in the second variant we send a letter with a discount offer for Product No. 2.
Based on the analysis of statistics, they realized that according to the first variant, the process works much more efficiently; letter No. 1 brings the project more profit than letter No. 2.
We change the distribution of percent in variants by 100/0.
The process continues to work with high performance indicators, and process analytics is not lost. With this approach, the process does not need to be reconfigured.

How to reach webinar attendees by time of attendance

You can use the “Attended Webinar” filter to reach those who were on the webinar at a certain time or were on the webinar before a certain time from the start of the webinar. For example, you need to send an email to those who have been on the webinar less than 15 minutes since it started.

  1. Add a “Filter” block to the process.
  2. In the block, add a filter and select “Was on webinar”.
  3. In the box below, select the webinar from the list, then specify the “Total” and “Less than or equal to” condition, and in the box add the time in minutes.

In the example above, the email will be sent to those webinar participants who have been on the webinar for 15 minutes or less since the start of the webinar.

The “Was on webinar” filter in the “Filter” block works in both processes and funnels, as well as in any blocks where it is possible to add a filter within the block itself.

You can select the following parameters for the “Attended a webinar” filter:


  • Matches // was at the specified minute
  • Does not match // was not present at the specified minute
  • Greater // was in any minute of the webinar more than specified
  • Less // was any minute of the webinar less than specified
  • More or equal // was in any minute of the webinar more or equal to the indicated one
  • Less or equal // was in any minute webinar less or equal to specified

total of (counting only from the beginning of the webinar)

  • Matches // was the specified number of minutes in total
  • Does not match // was not a specified number of minutes in total
  • Greater // was more than specified minutes total
  • Less // was less than the specified minutes total
  • Greater or equal // was greater than or equal to a specified total of minutes
  • Less or equal // was less than or equal to a specified total of minutes

Temporary field of the process editing

Upper right corner has the following buttons:

  • A filter that allows you to trace the path of the contact in the process for a certain period of time;
  • “Show statistics” button, when it activated, the “Filter” button appears and in each action, trigger and condition the number of repetitions for each contact is shown, as well as the number of times this action, trigger, condition has already been performed;
  • Center alignment button;
  • Cancel or redo button;
  • Save button;
  • Process start button;
  • Button for exiting process editing.

Demonstration of statistics and filter will help you to see the progress of the process, at what stages of the process contacts are stuck. You can use this data to adjust your sales funnel.

  1. Allows you to trace the path of the contact in the process for a certain time interval.
  2. Statistics. How many times has been done.
  3. Center alignment of blocks.
  4. Undo or redo an action.
  5. Saving the process.
  6. Inclusion of the process.
  7. Exit editing the process.
  8. Change the name of the process.
  9. How many times has been done.
  10. Shows the number of repetitions for a contact and how many times a trigger, action, or filter has been performed.
  11. Performed many times.
  12. Performed once.

You can change the location of the elements by dragging them and thus create a convenient visualization of the process.

If the process blocks have leads waiting to perform an action, their number will be displayed in the outputs of the blocks.

FAQ (frequently asked questions)

Yes, you can edit the process if it is already running. Before saving the changes, the system will ask you what to do with the unfinished sessions. If you have deleted some process steps, the process would complete for the contacts for which these steps performed. You can choose one of the actions “End of process” that you need to apply to these contacts.

For those contacts that are not in the deleted steps, you can choose one of two options: continue the process execution, or select the “End of process” action.

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