Opportunity workflows

An opportunity workflow runs on your sales pipeline the way a ticket workflow runs on the service desk. It can log a follow-up task when a deal reaches Proposal, email the owner when a deal goes a week without activity, or open a kick-off ticket in the client’s workspace when a deal is won. This page covers what is different about opportunity workflows. The parts they share with ticket workflows are described in Workflows and Build a workflow.

Before you begin

• You are on the MSP plan.
• Building workflows needs automation:manage. The Sales section needs crm:read.

Build an opportunity workflow

1. Select Sales > Workflows, then New workflow.
2. Enter a Name, and choose the trigger, the conditions, and the steps, as described below.
3. Save, test, and turn it on as for a ticket workflow. See Build a workflow.

An opportunity workflow is built once for your practice and acts on every deal, whether it is for a prospect or a client. It runs at any hour, so it has no Clients or When it runs choice.

Triggers

Trigger	Runs
When something happens to an opportunity	When a deal is created, updated, moved to another stage, won, or lost. A deal that is won or lost has also moved to another stage.
Keep checking open opportunities	Every 15 minutes, over open deals. Use it for time-based conditions, such as a deal with no activity for 7 days.
On a schedule	At each time the schedule sets, over every open deal that meets the conditions.

Conditions

Conditions test the deal:

Field	Example
Stage	Stage equals Proposal.
Value	At least 5,000.
Probability	At least 50.
Owner	Owner is empty.
Days in stage	At least 14.
Days since activity	At least 7. Only activities a person logged count. A deal with none counts from when it was created.
Expected close in days	At most 30.

Steps

Step	What it does on a deal
Change a field	Moves the deal to a stage, named by its name, or changes its owner.
Add an internal note	Adds a note to the deal’s activity.
Notify people	Notifies the opportunity owner, everyone with a role, or a specific person on your team.
Create a ticket	Opens a ticket in the deal’s client. Skipped when the deal is for a prospect, which has no workspace yet.
Log a sales activity	Logs a task, note, call, email, or meeting on the deal, with a subject and a message. A task can be For the opportunity owner and Due in days (0 to 365).
Email a teammate	Emails the opportunity owner or a person on your team, at their own address. It never goes to a customer.
If / Else	Branches on conditions.
Ask AI	Asks Pioneer AI to choose a branch, and can write a note. It cannot move the deal. See AI steps.

Tags, emails to an address, and webhooks are ticket steps, and are not offered. To send pipeline events to another tool, subscribe a webhook to opportunity.stage_changed, opportunity.won, and opportunity.lost. See API keys and webhooks.

Placeholders work in the subject and message of an activity and an email.

Test it

On the Test card, run a test before you turn the workflow on. By default it checks the 25 most recently updated open deals and lists the ones it would act on, with what it would change, log, and send. Select Test one deal instead and choose a Deal to test on to see the result for one deal, including why it would be skipped.

A test changes nothing, sends nothing, and calls no AI. It stops at an Ask AI step and says so.

Check what it did

The workflow’s Runs lists every time it acted or was skipped:

Outcome	Meaning
Ran	It acted on the deal.
Skipped	The deal did not match, or it had already acted as often as allowed.
Failed	A step failed. The reason is shown.
Stopped by a loop guard	It was stopped from reacting to a chain of its own changes.
Took the AI fallback	The Ask AI step could not answer, so the fallback branch ran.

Loops

A workflow that changes a deal’s stage or owner can set off other workflows. Outpost follows such a chain at most 3 changes deep, and a workflow never runs for a change it made itself. Both cases are recorded as Stopped by a loop guard.

While Pause all workflows is on, pipeline changes are not acted on, and they are not replayed when you resume.

Verify

• After a deal changes stage, the workflow’s Runs shows Ran.
• A task from a Log a sales activity step appears on the deal and in Sales > Follow-ups.

Next steps

• Sales pipeline and quotes
• Workflows