If you use email and SMS to stay in touch with customers, it helps when that activity connects directly to your CRM. With this integration, your customer profiles, lists, segments, and campaign activity can work together in one place, so your business can respond faster, keep records up to date, and trigger the right follow-up at the right time.

📌 Why This Matters

For small business owners, customer information often lives in multiple places. That can lead to missed follow-ups, outdated contact details, and extra manual work. This CRM feature helps you connect email and SMS activity with your workflows, so you can automatically react when someone joins a list, matches a segment, completes an action, or needs an update in their profile. It also helps you respect customer consent by keeping email and SMS subscriptions handled separately.

✨ What’s New

• Customer activity triggers: Your workflows can react to events like a new profile, a new tracked event, a profile joining a list, or a profile entering a segment. These checks run every 5 minutes.
• Profile management actions: You can create, find, update, subscribe, or unsubscribe customer profiles right from your workflow.
• List and segment tools: You can create lists, find lists or segments, add or remove people from lists, and organize lists or segments with tags.
• Campaign sending: You can send a prepared draft campaign when a customer milestone or workflow condition is met.
• Consent-aware setup: Email and SMS permissions are handled independently, helping you stay aligned with what each customer actually agreed to receive.

🛠️ How to Use It

1. Step 1: Open your CRM workflow builder and add an email/SMS integration trigger or action, then connect your account when prompted.
2. Step 2: Choose what should start the workflow, such as a new profile, a new event, a customer being added to a list, or a customer entering a segment.
3. Step 3: Add the next action your business needs, like updating a customer profile, subscribing someone to email or SMS, adding them to a list, or sending a prepared campaign.
4. Step 4: Test the trigger to pull in a recent real record so your field mapping is accurate.
5. Step 5: Test the action carefully in your live account and confirm the result before turning the workflow on.

📌 Why Business Owners May Use This

This feature is useful when you want your CRM to respond automatically to customer behavior without needing to check multiple tools all day.

• Welcome new subscribers: When someone joins your email list, your CRM can create or update their contact record right away.
• Spot valuable customers: If someone enters a high-value segment, you can trigger a follow-up task or internal alert.
• Keep contact details current: When information changes in one place, your workflow can update the customer profile automatically.
• Send the right campaign at the right moment: A birthday, purchase, appointment, or milestone can trigger a draft campaign that is already prepared.

✨ Available Triggers and Actions

• Triggers: New event, new profile, profile added to list, and profile added to segment.
• Profile actions: Create profile, update profile, find profile, subscribe profile, and unsubscribe profile.
• List actions: Create list, find list, add profile to list, and remove profile from list.
• Organization actions: Find segment, find tags, add tag to list, remove tag from list, add tag to segment, and remove tag from segment.
• Campaign actions: Find campaigns and send a draft campaign.

🛠️ Simple Setup Example

1. Step 1: Add the trigger for when a customer is added to a specific list.
2. Step 2: Select the list you want the workflow to watch.
3. Step 3: Test the trigger by pulling in a recent record and confirming the customer details appear correctly.
4. Step 4: Add the next action, such as updating the contact record, adding a note, or sending a prepared campaign.

📌 Important Things to Know

• Checks happen every 5 minutes: These triggers are close to real time, but not instant.
• Subscriptions are separate: Email consent and SMS consent are managed independently.
• Prepared campaigns only: To send a campaign from a workflow, the campaign should already be created and saved as a draft.
• Testing matters: Always test both the trigger and the action before publishing so you know the workflow is using the right data.

💡 Pro Tip

Use this feature to automatically follow up when customers show buying intent, because faster and more relevant responses often lead to more sales without adding more work to your day.