CRM automations: rules, templates, tests and the run log
CRM automations do routine work for you. A rule says: when something happens in the CRM, and only if some conditions are true, do one or more actions, for example create a call-back task after a missed call. This article is for admins who manage CRM settings. Rules live in Settings > CRM > Automations (https://portal.qr-x.app/settings/crm).
Plans and permissions
Automations are included from the Business plan. On Free, Starter and Team the tab shows an upgrade card.
Business allows 50 rules to be on at the same time, Enterprise 500. Only rules that are on count. The counter in the toolbar shows, for example, 3 of 50 rules on.
You need the role setting Manage CRM settings. Rules run as a system user, not as a person.
The rules list
The Rules view has the columns Rule, When, Conditions, Actions, Status, Owner and Updated. Each row has a switch, a pencil to edit, Copy and a trash icon. Deleting asks for confirmation and cannot be undone. Status is On, Off or Paused.
Build a rule
Select New rule, or Add from template.
Enter a Name (up to 120 characters) and an optional Description (up to 500).
When this happens: choose the Trigger and, where offered, its filters.
Only if: add conditions. You can add up to 10 and all of them must be true. With no conditions the rule runs every time the trigger fires.
Then do: add 1 to 5 actions. They run in the order shown.
Switch Rule is on and save. Switching a rule on makes you its owner.
Triggers
People: A person is created; A lifecycle stage changes (filter by the new stage); A tag is added to a person (filter by tag); A person gets a new owner; A person has no recent activity (Days without activity, 1 to 365, counted from the latest activity or the creation date).
Deals: A deal is created, A deal moves to a stage, A deal is won, A deal is lost, A deal is stalled (rotting). Filter by Pipeline and Stage. For moved, won and lost deals the stage is the one the deal moved to.
Orders: An order is delivered.
Tasks and calls: A task is completed, A task becomes overdue, A call is missed, A call ends. Call triggers can filter by Direction: Inbound or Outbound.
Conditions
A condition has a Field, an Operator and a Value. Person fields: Lifecycle stage, Person owner, Person source, Country, Language, Lead score, Person tags, Person has a company, Person has an owner. Deal fields, available on deal triggers: Deal pipeline, Deal stage, Deal value, Deal currency, Deal owner, Deal source, Deal has an owner. Call triggers add Call direction. Operators depend on the field: is, is not, is any of, is none of, is greater than, is at least, is less than, is at most, includes, does not include.
Actions
Create a task with Title, Details, Priority, Due in (hours) (0 to 8760, 24 if empty) and Assign to.
Assign an owner to the person or the deal.
Add a tag and Remove a tag, Set the lifecycle stage.
Move the deal to a stage (deal triggers only), with an optional Lost reason for lost stages.
Notify the team sends a notification to the users who can view the CRM. If an unread notice from the rule already exists, no new one is sent.
Send a webhook event sends a crm/automation_triggered event to webhooks that listen for CRM events.
Send a message in the conversation replies in the open conversation with the person. It works only when the rule owner is part of that conversation and may reply to external contacts. It never starts a conversation.
Assign to offers Owner of the record, A specific user or Round robin over Users in the rotation (up to 50; empty means every user with CRM access). Assign an owner cannot use the record owner. In texts, Variables inserts the person name, first name, company name, deal title, deal value and deal currency.
Templates and defaults
Add from template offers four starting points: Missed call: call back (marked Recommended), New lead: assign round robin and follow up, Deal stalled: remind the owner and Deal won: tell the team. A template opens a prefilled new rule that is off: you review it, then switch it on. Nothing runs until you do. The missed call template creates a high-priority task Call back for the owner of the record, due in 1 hour, after an inbound missed call. A new account has no rules until you create them.
Test a rule before you switch it on
Save the rule, then use Test this rule: choose a real person, deal, call or task that fits the saved trigger and select Run test. The result says whether the record matches the filters and previews each action under Action preview (not executed). A match is a filter check, not a guarantee. The test uses the current record values and the saved version of the rule, does not simulate actions or external delivery and changes nothing. Permissions, delivery and limits are checked again when the rule really runs.
The run log
Switch to Run log to see each time a rule fired: Rule, Record, State, Result and Started. Filter by rule or by state: Running, Done, Skipped, Failed, Partly done. Open a run to see what each action did: Done, Failed, Held back or Nothing to do. Typical notes: no eligible user to assign, the deal is already in that stage, the webhook was not delivered, no open conversation to answer in.
Limits, pausing and the on/off switch
Owner pause: a rule runs only while its owner holds the Manage CRM settings role setting. If the owner loses it, the rule is switched off and shows Paused with the reason, and CRM admins get a notification. Switch the rule on again to take it over.
Plan changes: if the plan no longer includes automations, or fewer rules are allowed, rules are paused with the reason shown.
Limits: a whole account performs at most 500 automatic actions per hour; extra runs are skipped. A chain of automations triggering each other stops after three steps. A webhook or message goes out at most once per person per rule per 24 hours.
Scheduled triggers: overdue tasks and people without activity are checked every 10 minutes. Switching on or changing a rule starts a new observation period and never processes old overdue records. Each task due date or inactivity period runs once per rule version.
Platform switch: QrX can switch the automation runner off, for example for maintenance. While it is off no rule runs. After it starts again, events older than one hour are ignored.
Common problems
The rule did not run. Check that it is On, not Paused, that the trigger filters and conditions match, and look in the Run log. Test it on the record with Test this rule.
I cannot switch the rule on. Your plan limit of rules that are on is reached. Switch another rule off or upgrade.
The rule shows Paused. Read the reason in the row and switch it on again as a user who can manage CRM settings.
The message action did nothing. The person must have an open conversation, and you must be part of it with the right to reply to external contacts.
Two people edited the rule. Reload it to see the latest version, then repeat your change.
If a rule behaves unexpectedly, contact QrX support with the rule name and the time shown in the run log.
Space task rules
A rule can also watch one Space. Under Space tasks, choose A task is created in a Space or A Space task changes status, then pick the Space, an optional List and, for status changes, Moved to status. The actions are Assign the task, Set the task status and Notify the team. You must be an admin of the Space, and the rule stops by itself when you lose that role. Space task rules have no conditions, and moving many tasks at once does not start them. A notification names the task and the Space only when the Space is open to everyone, so private Spaces stay private.