An automation is a rule with one trigger and up to 10 actions. Triggers include a record being created, updated or matching a condition, a form submission, a scheduled time, a webhook or a button click. Administrators and Solution Managers build automations from Automations in the Solution Menu and switch them on with the toggle.
Plan Availability | All plans, with a monthly action allowance by plan: 25,000 on Team, 100,000 on Professional, 500,000 on Enterprise, custom on Signature; add-on blocks of 1,000 actions at $15. |
Permissions | Administrators, in any solution, and Solution Managers, in the solutions they manage, create and edit automations. |
Platform | Web |
Related Reading |
My automation did not fire: check these five things, in order
Work down the list; most stopped automations are the first or second item. You need the Administrator role, or the Solution Manager role for the solution, to open History and change the automation. If you have neither, send this page and the record name to the person who manages the solution.
The monthly action limit. Administrators open Workspace Administration > Usage to see the actions used this month against the plan allowance. At 100 percent of the allowance every automation in the workspace pauses until the monthly reset, or resumes at once when the auto-billing toggle for add-on blocks is on. See What are the limits by plan?.
The toggle. Open the automation from Automations in the Solution Menu. The toggle to the right of its name must show the green ON state; an automation that is off does not run. See Step 6: Turn it on.
History. Select History. Each run shows its status, duration and the step that failed; open a failed run for the error message, fix the cause and select Re-run Automation. No run listed means the trigger did not fire, so go to check 4. The error messages and their fixes are in Common Automation Error Troubleshooting.
The record already matched. When a record matches a condition fires only when a record changes from not matching to matching after the automation is on. Records that matched before you turned it on do not fire it, and a formula that changes on its own, such as WEEKDAY(TODAY()), does not count as a change. Save a change that makes the record match, or use At a scheduled time. See Why did my automation not fire?.
A deleted field or an expired connection. A field an action uses was deleted or renamed, or a Gmail, Outlook or Google connection lost its permissions; the run shows Field is Missing or Insufficient Authentication Scopes. Replace the field or re-authenticate the integration, then trigger a fresh run; a retry keeps the old credential.
Still stuck: select the chat button in the lower-right corner of SmartSuite. The last block of the panel shows the service status, and Send a message in the same panel reaches support. Include the automation link (the three-dot menu, then Copy Link), the start time of the run and the record name. The full fix guide, with the recovery steps for runs that were missed, is Fix an automation that did not run.
What changed
26 Oct 2026. The five-check list above was added and the limits are listed per plan. The permissions line and the trigger FAQ were corrected to match Automation permissions and Automation Triggers, and the introduction was shortened. No product behavior, limit or price changed; the Last verified date at the end is the date of this edit.
Feature overview video
Automations take over repetitive tasks such as updating records, sending emails or creating tasks. The video shows a build from start to finish; the written steps are in How do I create an automation?.
What is an automation?
Say you often update the status of records in a solution. Instead of changing each record by hand, you create an automation that changes the status when a condition is met, such as a date or a field value. Once the condition is met, the automation runs the action without any work from you.
Automations cover much more: email notifications, task creation, data synchronization between products and integrations with the tools your team already uses. You tailor each one to your own workflow.
What is a trigger?
A trigger is the event that starts an automation. It watches for a date, a field value or a member action and starts the run when it sees one.
Triggers include:
When a webhook is received, see Automation Trigger: Webhook.
When a button is clicked, see Automation Trigger: Button Click.
What is an action?
An action is the task the automation performs when the trigger fires: update records, send notifications, create tasks or events, generate a PDF or call an external system. An automation holds up to 10 actions, and actions do the work that would otherwise be manual.
Actions include:
Repeat actions for each record found, see Automation Action: Looping.
Branch on a condition, see Automation Action: Conditional Logic.
Run an AI Workflow Agent, see Automation Action: AI Workflow Agent.
Generate a document with DocsAutomator, see Automation Action: DocsAutomator.
Send a voice message via Twilio, see Automation Actions: Twilio - Send Voice Message.
What are the limits by plan?
Every action in a run counts toward the monthly total, so an automation with 5 actions spends 5 actions per run. The total resets every month, including on annual plans. At 90 percent of the monthly actions Administrators are warned and the Automations panel shows a usage popup. At 100 percent automations pause until the reset, unless add-on blocks are enabled in Workspace Administration > Usage or bought. Unused add-on blocks expire at the end of the month. The detail is in Automation Limits and Limits in SmartSuite.
Team
Automation actions per month: 25,000.
Automations per solution, inactive ones included: 50.
Actions per automation: 10.
Run history kept: 1 year.
Add-on block: 1,000 actions for $15.
Professional
Automation actions per month: 100,000.
Automations per solution, inactive ones included: 50.
Actions per automation: 10.
Run history kept: 2 years.
Add-on block: 1,000 actions for $15.
Enterprise
Automation actions per month: 500,000.
Automations per solution, inactive ones included: 50.
Actions per automation: 10.
Run history kept: 3 years.
Add-on block: 1,000 actions for $15.
Signature
Automation actions per month: custom, set in the contract.
Automations per solution, inactive ones included: 50.
Actions per automation: 10.
Run history kept: 3 years.
Add-on block: by contract.
How do I create an automation?
Six steps take you from the Solution Menu to a running automation. You need the Administrator role, or the Solution Manager role for the solution.
Step 1: Open the Automations page
Open Automations from the Solution Menu drop-down.
The Automations option in the Solution Menu drop-down. Only Administrators and Solution Managers can create automations; see Automation permissions.
Step 2: Add a new automation
Select Add Automation at the bottom of the Automations list.
The Add Automation button at the bottom of the list.
Step 3: Choose a trigger
Under When this happens, choose the trigger, then set it up in the panel on the right.
The trigger selector with its settings panel on the right.
Step 4: Add an action
Under Then do this, choose an action and set it up in the panel on the right. Repeat for each action you need.
Note: an automation holds up to 10 actions.
Step 5: Name and describe it
SmartSuite names the automation for you. To rename it, select the name, or open the three-dot menu to its right and select Edit Name; the same menu has Add Description.
Step 6: Turn it on
Set the toggle to the right of the name to the green ON state. From then on, every record that newly meets the trigger starts a run. Set the toggle to OFF to stop it.
Why did my automation not fire?
Records that already matched the conditions when you turned the automation on do not trigger it; a record must change into the matching state after that.
A formula field that changes on its own, such as WEEKDAY(TODAY()), does not cause a state change, so use an editable field or the At a scheduled time trigger instead.
When a record is updated re-evaluates on every save and can fire several times; When a record matches a condition fires once each time the condition becomes true.
Open the automation and select History: each run shows its status, duration and the step that failed. Administrators and Solution Managers also receive an email and a notification for each failed run.
The error messages and their fixes are in Common Automation Error Troubleshooting; the trigger tips are in Automation Triggers.
What are common ways to use automations?
Lead Nurturing Automation: Suppose a business receives leads through its website or other channels. With SmartSuite Automations, the business can set up a trigger that detects when a lead fills out a form or takes a specific action, and automatically initiate a series of actions to nurture that lead. This could include sending a personalized email sequence, assigning a task to a sales representative, or updating the lead's status in the CRM system.
Customer Onboarding Automation: When a new customer signs up for a product or service, there are often several steps involved in onboarding them effectively. Using SmartSuite Automations, a business can create a trigger that identifies when a new customer is added to the system, and automatically kick-start a series of actions. These actions could include sending a welcome email with onboarding instructions, creating a new user account, or assigning tasks to different teams involved in the onboarding process.
Order Fulfillment Automation: For businesses that handle a high volume of orders, manual order fulfillment can be time-consuming and error-prone. With SmartSuite Automations, a business can define triggers based on order status or specific criteria, such as payment confirmation. Once triggered, the Automation can automatically update inventory records, send order confirmation emails to customers, and even notify the appropriate teams about the order for efficient processing.
Customer Support Automation: Customer support teams often encounter common issues or inquiries that require repetitive actions to resolve. With SmartSuite Automations, a business can set up triggers based on specific support tickets or keywords within customer inquiries. The Automation can then perform actions such as sending a predefined response, assigning the ticket to the appropriate support agent, or escalating urgent issues to the supervisor automatically. This keeps the support process consistent, improves response times, and gives customers a consistent experience.
Data Synchronization Automation: Many businesses use multiple software tools to manage different aspects of their operations. However, keeping data consistent and up to date across these tools can be a challenge. SmartSuite Automations can bridge the gap by enabling data synchronization between different systems. For example, when a new customer is added to the CRM, an Automation can trigger actions in third-party products like Slack, Twilio, Microsoft Teams, Google Mail, Google Calendar, HubSpot, Salesforce, Jira, Intercom, and more.
Related video content
Frequently asked questions
Who can create or edit automations?
Who can create or edit automations?
Administrators can create and edit automations in any solution; Solution Managers can do so in the solutions they manage. Members with Full Access or lower see automations run but cannot edit them. See Automation permissions.
What is the difference between When a record is updated and When a record matches a condition?
What is the difference between When a record is updated and When a record matches a condition?
When a record is updated fires on every save of a record that meets the conditions, so it can fire more than once. When a record matches a condition is evaluated when a record is created and on every update, and fires once each time the record changes from not matching to matching.
Will an automation stop running if the creator of the automation is removed from the solution?
Will an automation stop running if the creator of the automation is removed from the solution?
No. Automations do not rely on any member's SmartSuite credentials to run.
Do automations run retroactively?
Do automations run retroactively?
No. Automations run from the point in time they are enabled. Once enabled, the configured trigger conditions must be met to fire the automation and execute its actions.
Is it possible to see a history of automation runs and the updated records?
Is it possible to see a history of automation runs and the updated records?
Yes. Open the automation and select History to see every run with its status, duration and actions executed. Run history is kept for 1 year on Team, 2 years on Professional and 3 years on Enterprise and Signature; see Automation Run History.
What happens when the monthly automation limit is reached?
What happens when the monthly automation limit is reached?
Automations pause at the plan limit unless add-on blocks are enabled (bought automatically in 1,000-action blocks at $15) or bought manually, which restores them at once. At the start of a new month you can re-enable any paused automations and re-run any that did not run.
Can I make the When a record is updated trigger fire when a comment is added?
Can I make the When a record is updated trigger fire when a comment is added?
No. Comments on records are metadata and cannot trigger automations.
Can an automation send a text message?
Can an automation send a text message?
Yes. SMS notifications are an automation action, so a rule can send a text message when your conditions are met. See Automation Actions explained.
How do I get a reminder on a specific date?
How do I get a reminder on a specific date?
Use the When a record matches a condition trigger with a date condition (for example, Due Date is today), or the At a scheduled time trigger, and add a Send an email or notification action.
Can an automation use a table from another solution?
Can an automation use a table from another solution?
Yes. When you add the trigger you can pick a table from any solution in the workspace, and actions can create or update records in other tables.
Why did my automation run twice?
Why did my automation run twice?
The When a record is updated trigger re-evaluates its conditions on every save, so a record saved several times in quick succession can fire it more than once. Switch to When a record matches a condition, which fires once when the condition becomes true, or add a Yes/No control field that the automation sets on its first run.
Can I send a teammate a link to an automation?
Can I send a teammate a link to an automation?
Yes. Open the automation, select the three-dot menu and choose Copy Link; the link opens that automation for members with access to the solution.
How do I change a status automatically a set number of days after a date?
How do I change a status automatically a set number of days after a date?
Trigger on When a record matches a condition where the date field is more than that many days ago, then add an Update a record action that sets the Status field.
Last verified 26 Oct 2026.