CRM workflow automation

A workflow needs someone to build it. Ask for the outcome instead.

CRM workflow automation is a rule that fires when a record matches a condition. It works well for the cases somebody anticipated and built, and it never covers the case that came up this morning.

Get started
The case
A configured rule
A request in the room
Getting it running
Choose the module, define the trigger and the conditions, attach the actions, test it, turn it on. Someone has to own the editor.
Describe the outcome in a sentence. If it should repeat, keep the same request as a scheduled or event driven run.
The case nobody anticipated
No rule matches it, so it is done by hand, or it is not done.
The agent reads the case as described, does the work, and shows what it read before anything is applied.
Judgement inside the step
A rule can set a field, assign an owner, create a task or call a function. Deciding which of three replies fits this customer is not a condition.
The agent drafts the reply from the thread, and the person who knows the customer approves or edits it in place.
Seeing what happened
An execution log, in a different place from the work.
The run, what it read and the result are one thread in the room, readable by the people it affects.

What the agent reads before it acts

The room and the thread where the work was asked for, the files and records attached to it, and the accounts you connected, inside the permissions you set. Anything that leaves the room, an email or a change in a connected system, waits for a person to approve it.

Where the result goes

CRM
Salesforce · HubSpot · Pipedrive · Close · Dynamics 365
Tasks
Linear · Jira · Asana · Trello · ClickUp · monday.com
Docs
Notion · Google Docs · Google Sheets · Confluence
Comms
Slack · Gmail · Outlook · Microsoft Teams

How it works

  1. 01

    Ask for the outcome in the room, in plain language.

  2. 02

    The agent names what it read and comes back with the work.

  3. 03

    A person approves the part that leaves the room.

  4. 04

    If the same thing should happen every week, keep it as a scheduled run.

  5. 05

    The runs and their output stay in the room where the team can read them.

What Kylon does not do

It does not replace a deterministic rule that must run the same way ten thousand times. Keep those rules where they are. This is for the work between them, the cases that need reading before acting.

Questions people ask

What is CRM automation?
A rule that watches records for a condition and runs actions when it matches: assign an owner, update a field, create a task, send a notification. It is set up once by whoever owns the configuration.
What does workflow automation help with in a CRM?
It removes the repeated steps nobody should do by hand, and it keeps a process consistent across a team. Its limit is that it only covers the cases someone predicted and built.
Do we keep our existing workflow rules?
Yes. The rules that already fire correctly should stay. An agent is for the work around them that never fit a condition.
Does anything run without a person seeing it?
Email is drafted for a person to send, and anything that changes a connected system waits for approval.

Keep reading

The rule you never wrote is the one today needed.

Ask for the outcome in the room, approve what leaves it, and keep the ones that repeat.

Get started