Help · Automation and workflows
The workflow actions, explained
What a workflow can actually do once a trigger fires — update records, create work, send email, call your own systems, and add an AI step you can branch on.
Updated August 2026
A trigger says when. Actions say what. The range of actions is what decides whether an automation idea is possible or not, so it is worth knowing the shape of what is available.
Who this is for
Anyone building workflows — ops, admins, and reps automating their own follow-up.
Before you start
- Permission to create workflows.
- A clear 'when this, do that' — the action is the second half of a sentence you should already be able to say.
Actions can reach outside KudosCRM
Alongside the actions that change records, a workflow can call any URL with a standard HTTP method. That means an automation is not limited to what is built in — if your other systems have an endpoint, a workflow can push to them without anyone writing a scheduled job.
The kinds of action
- Change a record
Update a field, add a tag, move a deal stage, assign an owner. The everyday actions that keep records current without anyone remembering. - Create work
Create a task, a project, or a ticket. This is how an event in one part of the system produces work in another. - Send communication
Send an email from a template, or enrol a contact into a sequence for paced follow-up. - Route and assign
Auto-assign new leads by round robin or territory the moment they arrive, so ownership happens before anyone has to think about it. - Call your own systems
An outbound webhook to any URL, with the HTTP method you need. This is the escape hatch for anything not built in. - Add an AI step
Draft an email, summarise a record, or classify free text — then branch on the result, so the flow can do different things depending on what the AI concluded.
What you get
- Records that stay current without manual updating.
- Work created automatically where an event demands it.
- Follow-up that happens without anyone remembering.
- A route out to your own systems for anything not built in.
Frequently asked questions
Can a workflow create a support ticket?
Yes. Creating a ticket is an available action, which is what lets a form submission or an event elsewhere open support work automatically.
Can a workflow call an external system?
Yes — an outbound webhook can call any URL with a standard HTTP method, which covers integrations the catalogue does not.
What can an AI step do?
Draft, summarise or classify. The useful part is that you can branch on the result, so the flow reacts to what the AI concluded rather than just recording it.
How many actions can one workflow have?
More than one, and they run in order. A flow that does five things is fine — a flow nobody can read is the actual limit.
Related articles
Build your first workflow
Pick a trigger, add a condition, drop in an action, dry-run it, and turn on a live, no-code workflow — the full path from a blank flow to automation that runs on its own.
Read articleSend an email from a workflow
Automated email that still reads as if a person sent it — choosing the template, getting merge tokens right, and the checks worth doing before you turn it on.
Read articleTriggers, conditions and branches
How a workflow knows when to run and where to go: the events that trigger it, the AND/OR conditions that filter it, and the branches that route a run down the right path.
Read articleHave an account issue this guide doesn't cover?
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