Where do I find Automations?
In the left menu under Automations. If you can't see it, ask your system administrator to enable access for you.
What trigger types are available?
Five: Custom field updated, Address updated, Contact updated, Form submitted, and Receipt.
For "Custom field updated," what options do I have?
Choose Person or Organisation as the Record Type, tick one or more custom fields, and for each field choose Trigger on any value change, Trigger if value changed from, or Trigger if value changed to.
Who is the "affected contact"?
The contact tied to the trigger (for example, the person who submitted the form, or the record whose field was updated). You can target them directly in actions like Send an email or Update custom fields (as Affected Contact).
Can I target specific people or organisations instead of the affected contact?
Yes. In Update custom fields, choose Specific People or Specific Orgs and select the records you want.
What actions are available?
Update custom fields, Send an email, Send a text message, Delay automation, Create a task, Manage Categories, and Add conditions (If/Then) for branching.
Can I create a task or change categories from an automation?
Yes. Create a task raises a to-do for a User or Team, and Manage Categories adds or removes categories on the record.
Can I delay actions?
Yes. Use Delay automation to wait seconds, minutes, hours, days, or weeks before the next action runs.
Can I branch based on answers?
Yes. Add conditions (If/Then) lets you name branches (conditional outcomes) and filter when all or one condition matches. For forms, you can branch on specific answers (for example, the state/branch selected, or a positive/negative rating).
Why can't I publish my automation?
Most commonly because of invalid merge field values, or references to custom fields, form questions, or templates that were changed or deleted. Check all triggers and actions and the merge field values in every email and text message.
Where can I see if an automated email was sent?
On the recipient's profile under the Insights tab, shown as an email line item.
What's the difference between Save without publishing and Publish changes?
Save without publishing stores your work and leaves what is live untouched. Publish changes deploys your saved draft so it runs whenever the trigger fires. If the automation has never been published, saving leaves it as a Draft and nothing runs. If it is already live, the version you last published keeps running until you publish again — so you can edit a working automation without interrupting it.
Can I build donation receipts?
Yes. Use a Form submitted trigger on a form with a Transaction block, then insert the transaction merge field values (Total Amount, Payment Method, Transaction ID, Receipt ID) into the email. You can also start an automation from a Receipt trigger — see the receipt-triggered automations guide.
What's the difference between Unpublish and Delete?
Unpublish stops the automation running but keeps its configuration so you can turn it back on. Delete removes the automation entirely and can't be undone.