Group Chat Workflow - Any CRM
Last updated: April 12, 2026
Last Updated: April 12, 2026
Customer-Facing Guide
Overview
Use this workflow pattern when you want Sendblue to create a group iMessage with a lead plus one or more internal teammates, but your CRM setup is not limited to one vendor-specific template.
What you need before you build it
A valid lead phone number in a clean format.
The internal participant emails for teammates who are already connected as Sendblue users.
A clear rule for who the sender/owner should be.
A CRM trigger that fires only when the contact is actually ready for a group conversation.
Recommended build pattern
Trigger the workflow from the CRM event that should start the group conversation.
Normalize the lead phone number before the group message step.
Resolve the sender and the internal participant emails.
Use the Group iMessage action/steps to create the thread and send the opening message.
Add response handling so the workflow does not keep pushing automation after humans start replying.
Test the full participant set with real connected users before rolling it out broadly.
Field checklist
| Field / concept | What to make sure is true |
|---|---|
| Lead phone number | It is valid, present, and mapped from the right CRM field. |
| Internal participant emails | Every email belongs to a connected Sendblue user. |
| Sender / owner | The message starts from the correct person and number context. |
| Opening message | It makes sense for a group conversation and clearly frames who is in the thread. |
Common failure points
One or more participant emails are not actually connected to Sendblue.
The lead phone number is malformed or pulled from the wrong CRM field.
The sender is wrong, so the thread starts from the wrong number or owner context.
The workflow keeps running after humans reply because there is no response-handling exit.
How to test it properly
Use a real internal test team with connected Sendblue users.
Trigger the CRM event exactly the way a real lead would trigger it.
Confirm the group thread was created with the expected lead and internal participants.
Confirm the opening message came from the right sender.
Reply in the thread and confirm the workflow stops or branches the way you intended.