# Build a SkedX CRM automation step by step > In SkedX CRM (Workflows → New workflow) an automation can be built by hand on the same canvas as SkedX Flow, in the CRM’s blue. The panel asks what starts it: when a new enquiry is created, when an enquiry changes status, when a field changes, when a form is submitted, when a call ends, when a task is overdue, when a deal is won or lost, or on a schedule. “Then do this…” opens the Add list, Enquiries first: Enquiries (change the record — status, field, owner, a task), Messages · via Flow (WhatsApp, SMS or Email, sent through SkedX Flow to the person’s phone or email), Decide & wait, Automations & team (Hand to the owner, Mark as lost, End) and Another system. An Enquiries step opens the CRM’s own form. A CRM automation messages the person’s number or email, not a chat. Ask for a typed answer waits for what they write back — by WhatsApp, SMS or Email — and their answer goes to the step you choose; on WhatsApp, an approved template with reply buttons waits for the tap. A plain message with reply buttons cannot bring a reply back, so it sends words and a link. Turn on makes it live; if something is missing it says “Not on yet — one thing to fix” and opens that step. While it is live, changes save but run only after Publish; Turn off stops new enquiries entering. Product: SkedX Automate · Topic: Getting started · Verified in the live product on 2026-10-24 So that every new enquiry gets its owner, its welcome message and its follow-up task the moment it arrives — without anyone remembering to do it. ## Step 1: Pick what starts it Go to **Workflows**, click **New workflow** and then **Start from scratch** (or pick a template). In the panel, open **What starts it** and pick the moment — here **When a new enquiry is created**. The others: a status change, a field change, a form, a call that ends, an overdue task, a deal won or lost, or a schedule. Open it directly: https://crm.skode.ai/workflows ## Step 2: Read the automation The steps list shows every step in order, numbered. Steps are grouped in stages — click a stage’s name to rename it. A message card shows the message as the person will see it. The count line says how many steps there are and what is left to fix. ## Step 3: Add a step Click **Then do this…** under the last step. Pick a module: **Enquiries** changes the record — status, a field, the owner, a task; **Messages · via Flow** sends WhatsApp, SMS or Email; **Automations & team** hands it to the owner, marks it lost, or ends it. ## Step 4: Fill an Enquiries step An Enquiries step opens the CRM’s own form — for **Assign the owner**, the owner to give the enquiry. Click **Done** when it is filled. ## Step 5: Send a message Pick the **Channel** — WhatsApp, SMS or Email — and write the message; the + adds a field such as their first name. Reply buttons on these words cannot come back to a CRM automation — it messages the person’s number or email, not a chat. To hear back, click **Ask for a typed answer**: the message waits for what they write, by WhatsApp, SMS or Email, and under **Where next** you choose where **Their answer** goes. On WhatsApp you can instead click **Use a template** and pick a template with reply buttons. An Email also asks for a **Subject**. ## Step 6: Wait for their typed answer After **Ask for a typed answer** the message waits for what they write back. Under **Where next**, pick the step **Their answer** goes to. The note says how it comes back — by WhatsApp, SMS or Email, whichever the message is sent by. The card on the canvas now says it **waits for a reply**. To make it a plain message again, open **Change ▾** at the top of the panel: the words stay. ## Step 7: Turn it on Click **Turn on**. If something is missing it says **Not on yet — one thing to fix** and opens that step; the list marks it too. Fill it and click **Turn on** again. ## Step 8: It is live The button now says **Turn off** and the status **Live**: the next enquiry that is created gets it. ## Step 9: Change it while it is live Change any step: it saves as you go, and the status says **Live · changes not published**. New enquiries keep getting the published version until you click **Publish**. ## Step 10: Turn it off Click **Turn off**: nobody new enters it; those inside finish. The button is **Turn on** again and the status **Draft**. ## Common questions ### Can a CRM automation wait for their reply? Yes, two ways. **Ask for a typed answer** waits for what they write back by WhatsApp, SMS or Email, and their answer goes to the step you point it at. On WhatsApp, an approved template with reply buttons waits for their tap. Reply buttons on an ordinary message cannot come back: it goes to their number or email, not a chat, and a WhatsApp message with buttons reaches someone only within 24 hours of their last message. ### Their reply came back by SMS or email — where does it show? In the same Inbox conversation as the message the automation sent, whichever way their number or address is written (+91 or not, capital letters, their name before the address). The automation takes it from there. ### Does it need SkedX Flow? Messages are sent through SkedX Flow, on the WhatsApp number, SMS sender or mailbox connected there. Enquiries steps work without it. ### What is Hand to the owner? A step that tells the enquiry’s owner to take it from here. **Mark as lost** sets the status you pick — your Lost status. Add **End** after either to stop the automation for that enquiry. ### Do my changes reach enquiries as I type? No. While it is live, changes save but run only after you click **Publish**. ## Useful links - Workflows in SkedX CRM — where every CRM automation is built: https://crm.skode.ai/workflows Videos and screenshots © 2026 SkedX, with sample data only. Share and link to them freely; copying the SkedX product or its design is not allowed. Terms: https://skode.ai/terms/ ## Related guides - Set up a step in a SkedX CRM automation by asking: https://skode.ai/help/automate/getting-started/set-up-a-crm-automation-step-by-asking/ - Build an automation step by step in SkedX Flow: https://skode.ai/help/flow/automation/build-an-automation-step-by-step-in-skode-flow/ - Set the rules for a whole automation: https://skode.ai/help/flow/automation/set-the-rules-for-a-whole-automation/ - What you see in a Flow conversation: every message as your customer saw it: https://skode.ai/help/flow/inbox/what-you-see-in-a-flow-conversation/ Source: https://skode.ai/help/automate/getting-started/build-a-crm-automation-by-hand/