121 CRM feature · Workflow conditions

Turn business rules into visible checks without disguising uncertainty.

Use explicit conditions to decide which records continue, pause or need human review. The capability is described from official product evidence; its availability, configuration and any usage charges for a particular 121 account still need to be confirmed before reliance.

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Customer Thread

Workflow conditions in a working customer journey

Illustrative example

Appointment found
Status checked
Channel checked
Action or exception

Appointment found
The fictional booking is due tomorrow.
Status checked
The record is still confirmed.
Channel checked
A permitted contact route is available.
Human decision
Action or exception
The reminder sends, or a person receives the exception.

Illustrative workflow — names, organisations and activity are fictional.

Fictional product demonstration

See workflow conditions in the context of real customer work.

This coded interface uses realistic fictional data to explain the operating pattern; it is not a screenshot of a live customer account.

121

Northstar Joinery

Fictional

Follow up consistently, with people in control

OverviewContactsInboxPipelineAutomation

Follow up consistently, with people in control

Build the sequence, review each decision and test an exception before activation.

Draft v0.4

This example stays on this page and does not send messages or change CRM data.

Illustrative 121 interfaceAll people, organisations, dates and activity are fictional. Any figures are illustrative. Controls demonstrate interaction patterns, not enabled account features.

How it helps

See how the feature supports the work.

Each part has a clear job. It becomes useful when it fits the way customers already move through the business and your team knows when to step in.

Capability 01

Conditions and branches

Routes a record through different configured steps when relevant data or events differ.

How it works: Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it: Lets one process handle common variations without pretending every customer is the same.
Plan for: Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns: A process owner must approve, test, monitor and pause or correct faulty automation.

Capability 02

Actions

Performs supported steps such as sending a message, updating a record, assigning work or calling a connected service.

How it works: Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it: Coordinates routine execution across the customer journey.
Plan for: Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns: A process owner must approve, test, monitor and pause or correct faulty automation.

Capability 03

Custom fields

Adds structured fields to supported record types so a business can capture information it actually needs.

How it works: Stores or organises supported business data under configured fields, permissions and record rules.
Why use it: Replaces important notes and spreadsheet columns with searchable, reusable data.
Plan for: The platform does not make imported, duplicated or incomplete data accurate without review.
Your team owns: A data owner must define the record model and resolve quality, ownership and access exceptions.

Capability 04

Testing and execution logs

Supports test runs and operational evidence used to diagnose why a record did or did not follow a path.

How it works: Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it: Gives a human a way to verify automation and investigate exceptions.
Plan for: Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns: A process owner must approve, test, monitor and pause or correct faulty automation.

Use it with purpose

What good workflow conditions looks like

A fictional booking workflow sends a reminder only when an appointment remains confirmed and the customer has an eligible channel. The useful outcome is a record that another person can understand and continue, not simply another automated event.

Test a defined fact

Base conditions on maintained fields, statuses or events with a clear meaning.

Handle missing values

Create an explicit path for blank, conflicting or unexpected information.

Keep high-impact decisions human

Use automation to route evidence, not to make sensitive judgements.

Configuration decisions

Decide the operating rules before switching workflow conditions on

A credible setup begins with ownership, eligibility and exception decisions. Those choices should be written in plain English and tested with realistic fictional data.

Write the rule in plain English

A non-technical owner should be able to explain why each branch exists.

Choose evaluation timing

Decide whether the condition is checked once, after a wait or immediately before an action.

Human review point

Record fallback behaviour

Send unrecognised cases to a safe stop or human queue.

From configuration to daily use

Keep the rule, the owner and the exception visible

The second view shows how the capability connects to work a person can review and continue.

121 CRM · Connected operations

Book discovery

October · illustrative availability

MTWTFSS1234567891011121314

11:3014:00

Appointment sequence

Booked

Calendar entry created

1 day before

Reminder scheduled

Exception

Owner reviews a reply

Journey summary

New

Illustrative

Owned

Illustrative

Due

Illustrative

Website

Referral

Direct

Illustrative exampleAll dates, counts and workflow states are fictional. Availability and behaviour depend on the agreed setup.

Practical example

Follow one example from signal to next action

A fictional booking workflow sends a reminder only when an appointment remains confirmed and the customer has an eligible channel. The example shows the role of the CRM while keeping the consequential decision with a person.

Appointment found

The fictional booking is due tomorrow.

Status checked

The record is still confirmed.

Human judgement

Channel checked

A permitted contact route is available.

Action or exception

The reminder sends, or a person receives the exception.

Boundaries and checks

Plan for the limits of workflow conditions

Product capability is only one part of a dependable process. Data quality, provider configuration, consent, permissions and staff cover still matter.

Data and context

Conditions inherit errors and bias from their source data.

Account and provider setup

Timing changes can alter which branch a record takes.

Keep a person accountable

Human responsibility

Complex rule sets become difficult to test and explain.

Questions about this page

Useful answers, without the sales fog.

1. Is workflow conditions confirmed as included in every 121 CRM account?

No. The underlying capability is evidenced in official product documentation, but 121 plan entitlement, sub-account configuration, connected providers and usage charges have not been assumed. Confirm the intended setup before relying on it.

2. What should we decide before configuring workflow conditions?

Start with three decisions: write the rule in plain english, choose evaluation timing, record fallback behaviour. Then test ordinary, missing-data and exception cases with fictional records.

3. What is a practical way to measure whether workflow conditions is helping?

Measure whether the intended customer work becomes visible and owned. For this page, review test a defined fact, handle missing values, keep high-impact decisions human rather than treating clicks, sends or record counts as proof of business value.

4. Can workflow conditions be fully automated?

No. Complex rule sets become difficult to test and explain. Automation can coordinate repeatable steps, while people remain responsible for judgement, exceptions, consent and correcting the record.

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Continue the journey

Workflow triggers Workflow branches Automation

Delegate the work. Keep the human.

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