Workflow Pause, Restart or Terminate at a Lead/Opportunity
This article explains how to pause, resume, and terminate workflow instances from the lead or opportunity details page in AI Lead Manager.
Overview
A workflow instance is a single run of a workflow for a specific lead or opportunity. For example, when a lead enters a Welcome Series workflow, one workflow instance is created for that lead. Sales agents can pause, resume, or terminate instances directly from the lead or opportunity record, without navigating away from the page. These controls can be used to prevent automated messages from being sent when a lead is being actively engaged, or to permanently stop an automation that is no longer relevant.
Prerequisites
AI Lead Manager must be enabled for your organisation.
The lead or opportunity must have at least one workflow instance associated with it.
You must have a role with access to lead or opportunity management.
Key terms
Workflow instance: A single run of a workflow for a specific lead or opportunity. One workflow can have multiple instances running for different leads at the same time.
Pause:Temporarily stops a running workflow instance. The instance remains in the workflow and resumes from the same step when restarted.
Resume: Restarts a paused workflow instance from the exact step where it was stopped.
Terminate: Permanently stops a workflow instance. The lead or opportunity will not receive any further steps from that workflow. This action cannot be undone
Active instance: An instance that is currently running or paused.
Past instance: An instance that has completed all steps or been terminated.
Access workflow instances
Follow these steps:
Navigate to Lead Management > AI Lead Manager > All Opportunities.
Click any lead or opportunity to open the details page.
In the right panel, click the Workflows tab. The tab opens on the All filter by default. Use the filters to narrow the list.
All — Every instance, both active and past.
Active — Running and paused instances.
Past — Completed and terminated instances.
Pause a workflow instance
Follow these steps to pause an instance that is actively running:
In the Workflows tab, locate the running instance.
Click Pause.
Confirm the action when prompted.
Note
Any step that is already being processed when you pause will complete before the instance stops. The next step will not start until you resume the instance. If the instance is waiting on a timed wait step, the timer continues running in the background.
Resume a workflow instance
Follow these steps:
In the Workflows tab, locate the paused instance.
Click Resume.
Confirm the action when prompted.
The system handles the following automatically on resume:
If a timed wait step fired while the instance was paused, the next step starts immediately.
If the workflow had already completed its last step before the pause, the instance is marked as completed.
If a step had failed before the pause, the instance is marked as failed and appears in the skipped list. It will not be resumed.
Terminate a workflow instance
Follow these steps:
In the Workflows tab, locate the instance.
Click Terminate.
Confirm the action when prompted.
Note
Terminating a workflow instance cannot be undone. The lead or opportunity will not receive any further steps from that workflow. If a step is currently being processed when you terminate, that step will complete before the instance stops. No further steps run after that.
Limitations
Pause, resume, and terminate actions apply to individual instances only. There is no option to pause or terminate all instances for a workflow in bulk from the lead or opportunity page.
A failed instance cannot be resumed. It appears in the skipped list and must be handled separately.
Terminate cannot be undone. Once confirmed, the instance cannot be restarted.