How to Build a Custom Workflow in Zoho CRM (With Examples)

In this post, we’ll walk through how to build a custom workflow in Zoho CRM step-by-step—and share real examples you can use to streamline your processes.

One of the biggest advantages of using Zoho CRM is the ability to automate repetitive tasks through custom workflows. Whether you’re a small business trying to keep leads from slipping through the cracks, or a fast-growing company aiming to scale operations, workflows help you stay efficient and consistent.

💡 What Is a Workflow in Zoho CRM?

A workflow in Zoho CRM is a set of automated actions triggered when specific conditions are met. These actions might include:

Sending emails
Assigning tasks
Updating fields
Triggering webhooks or functions
Creating follow-up activities

Workflows are designed to eliminate manual work and ensure critical steps are never missed in your sales or support process.

🛠️ How to Create a Custom Workflow in Zoho CRM

Let’s go through the process of building a workflow from scratch.

Step 1: Navigate to Workflow Rules

Go to Setup (the gear icon in the top right).
Under Automation, click Workflow Rules.
Click + Create Rule.

Step 2: Choose a Module

Select the module you want the workflow to apply to—e.g., Leads, Contacts, Deals, or Tasks.

For this example, we’ll use the Leads module.

Step 3: Define the Rule Name and Description

Give your workflow a clear name like “New Lead Auto-Assign” and an optional description to keep things organized.

Step 4: Set the Trigger

You’ll choose when the workflow should run. Options include:

On a record action (Create, Edit, or both)
On a specific date/time
Based on a date/time field (e.g., 3 days before a deal close date)

For example, if you want to auto-assign leads when they are created, choose “On a record action” > “Create.”

Step 5: Set Conditions

Conditions define which records the rule applies to.

Example condition:

If Lead Source is “Website” AND Lead Status is “New”

This ensures only website-generated leads with a “New” status trigger the workflow.

Step 6: Add Actions

Now for the automation! You can add one or more actions:

Email Notifications
Tasks
Field Updates
Functions (custom scripts)
Webhooks
Alerts
Tags

Let’s walk through a few examples.

✅ Real Examples of Zoho CRM Custom Workflows

Example 1: Auto-Send Welcome Email to New Leads

Module: Leads
Trigger: On Create
Condition: Lead Source = “Website”
Action: Send email template “Welcome to Our Services”

Why It Works: Instantly acknowledges new leads and sets a professional tone without requiring manual outreach.

Example 2: Auto-Assign Leads Based on Region

Module: Leads
Trigger: On Create
Condition: Country = “USA”
Action: Assign Record Owner = “North America Sales Rep”

Why It Works: Distributes leads to the right rep, ensuring fast follow-up and a personalized experience.

Example 3: Follow-Up Task for Unconverted Leads

Module: Leads
Trigger: On Edit
Condition: Status = “Contacted”
Action: Create Task “Follow up in 3 days” with due date = Today + 3 days

Why It Works: Keeps your pipeline warm and ensures no lead is forgotten.

Example 4: Alert When Deal Value Drops

Module: Deals
Trigger: On Edit
Condition: Amount decreases from previous value
Action: Send Alert to Manager

Why It Works: Keeps management in the loop when deal health might be declining.

🧠 Pro Tips for Workflow Success

Name workflows clearly so your team understands what they do.
Test with sample records before enabling complex rules.
Use field updates to change record status as they move through processes.
Leverage custom functions (Deluge script) for advanced automation.
Avoid overlapping workflows to prevent conflicting outcomes.

Custom workflows in Zoho CRM are more than just time-savers—they’re key to building scalable, predictable, and responsive business systems. From automated follow-ups to smart routing and data hygiene, the right workflows can transform how your team operates.

With a little planning and experimentation, you’ll find that automation isn’t just for the big guys—Zoho CRM makes it accessible for businesses of all sizes.

Now go build something powerful. 💥