Learn how to configure workflow action steps — messaging, wait steps, if/else branches, webhooks, and more — in the HoopAI Platform.
Workflow actions are the steps that execute after a workflow is triggered. Each action performs a specific task — sending a message, updating a record, applying a tag, waiting a set time, or branching based on conditions. By customizing actions, you control precisely what happens at every stage of your automation.
The Customizing Workflow Actions lesson in the HoopAI Academy
The trigger gets a contact into a workflow — but it is the action sequence that determines what actually happens to them. A well-designed action chain can qualify leads, nurture them with relevant content, book appointments, move pipeline stages, and notify your team — all without any human intervention. The depth of your automation depends entirely on how well you configure these steps.
In Automation > Workflows, open the workflow you want to configure. You will see the workflow canvas with any existing trigger and action steps.
The workflow action builder canvas in the HoopAI Platform
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Click Add Action
After your trigger (or after an existing action step), click Add Action to insert a new step.
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Select an action type
Browse the action categories and select the action that matches what you want to happen at this step.
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Configure the action
Fill in the action’s details based on the action type:
Send SMS/Email: Write the message, select the sender, use custom field merge tags like {{contact.first_name}}
Wait Step: Choose the wait duration (minutes, hours, days) or condition to wait for
If/Else Branch: Set the condition that determines which path a contact takes
Add Tag: Select the tag to apply from your existing tag list
Configuring a Send SMS action step with a personalized message and merge tags
Always use merge tags in your message actions. At minimum, open with {{contact.first_name}} to make every automated message feel personal rather than generic.
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Chain multiple actions
Continue adding actions below the first. The workflow executes them in order from top to bottom. Use wait steps between messaging actions to space out the sequence naturally over time.
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Add branching logic
Use If/Else Branches to create parallel paths for different scenarios. For example:
Yes branch: Contact replied within 24 hours — send a follow-up email
No branch: Contact did not reply — send a reminder SMS
If/Else branching logic in a workflow action sequence
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Save and publish
Save your workflow and toggle it to Published when you are ready for it to go live. Test with a test contact first to confirm all actions fire as expected.
