Workflows
View, set up and manage Workflows.
This feature is currently in Beta.
Workflows is designed to replace Automations, Surveys, Away Message, Automatic Assignment and Greeting Message. These features will be deprecated in favor of Workflows.

Getting Here

This module is only accessible by Space Owners & Managers.
This module is accessed from the side navigation menu under the menu item Workflows.
The Workflows module is a visual workflow builder used to automate processes. Workflows are flexible enough to build automation related to Contact data, automated messaging, assignment & more. A single Workflow consists of a Trigger and one or more Steps.

Workflows Module

Use the πŸ” at the top of the Workflows Module to quickly find a Workflow
The main page of the Workflows module lists all existing Workflows.
This Workflow Module Listing page provides an overview of the Workflows in your Space. Below are the actions that can be performed in Workflows:
  • Creating a new Workflow
  • Saving a Workflow
  • Publishing a Workflow
  • Stopping a Workflow
  • Editing a Workflow

Creating a Workflow

To create a Workflow:
  1. 1.
    Navigate to the Workflows main page
  2. 2.
    Press Add Workflow
  3. 3.
    Name the Workflow
  4. 4.
    Press Create
Once the Workflow has been created it will open in the Workflow Builder. Start building the Workflow by selecting a trigger.

Saving a Workflow

A Workflow can be saved by pressing the SAVE button in the Top Bar of the Workflow Builder.
Step configuration errors must be resolved before a Workflow can be saved.

Resolving Workflow Errors

If a step in the Workflow is configured incorrectly a ⚠ sign will appear. Hovering over the icon will show the steps which have configuration errors. Pressing on the step will take you directly to the step and open the configuration drawer.

Publishing a Workflow

To start a Workflow you will need to publish it. A Workflow can be published from 2 places:
Once the Workflow is published any Contacts that meet the Trigger criteria will enter the Workflow. Before editing a Published Workflow you will need to stop the Workflow.

Stopping a Workflow

When a Workflow is stopped, all enrolled Contacts will be ejected immediately. They will not be re-enrolled into the Workflow when re-published.
A Workflow can be stopped from 2 places:
Once a Workflow is stopped, it may be edited.

Editing a Workflow

A workflow can only be edited when stopped.
Editing a Workflow required entering the Workflow Builder. You can Open in Builder from the Action Menu in Workflows Overview. Once inside the Workflow Builder you can edit the Workflow.

Workflows Module Listing

Workflow Columns

Each Workflow will have the following associated information in its columns.

Workflow Status

The Workflow Status is used to determine if the Workflow is currently running. There are 3 possible statuses:
  • Draft: a Workflow that has never been published
  • Published: a Workflow that is currently implemented
  • Stopped: a previously published Workflow that has been stopped

Other Columns

Each Workflow has additional columns detailed below.
Name
Displays the name & description
Last Published By
Displays the user who published last
Last Published
Displays the last publish date
Created By
Displays the user who created it
Date Created
Displays the date it was created

Action Menu

The last column in the Workflow row contains the action menu. The following actions can be performed from this menu:
Publish Workflow
Only shown when Workflow is in Draft or Stopped
Stop Workflow
Only shown when Workflow is Published
Edit Name/Description
Allows editing of Workflow name or description
Open in Builder
Opens the Workflow in the Builder
Clone
Creates a duplicate Workflow in Draft Status
Delete
Deletes the Workflow

The Workflow Builder

Workflows are opened in the Workflow Builder from creating a Workflow and editing a Workflow. The Workflow Builder is a visual editor where Steps can be added, removed & configured. It consists of 4 main sections:

The Top Bar

The Top Bar is used to manage key items regarding the Workflow like the name, description, errors in step configuration and the worflows status. The elements of the Top Bar are listed below.
Name
Displays Name & allows editing Name or Description
Error Indicator
Indicates a Step configuration error
Save Button
Allows Saving the Workflow
Status Button
Allows Publishing & Stopping the Workflow

Assistive Tools

The Assistive Tools are designed to help you navigate the Canvas. It includes 4 tools:
  • Zoom In
  • Zoom Out
  • Back to 100% Zoom
  • Hold & Drag Canvas

Canvas

Canvas is the drag-and-drop interface that provides an overview of the Workflow. It allows the user to visually observe the logic and sequence of a Contact's journey during an event. Actions such as building new steps, dragging or dropping steps and connecting steps take place here.

Configuration Drawer

To configure a trigger or step, click on the block to open the configuration drawer. There are a few actions available within the configuration drawer: Edit the step name, Define the action of the trigger event or step and Delete the step.

Frequently Asked Questions

What will happen to my Contacts if I stop a Published Workflow?
If a Workflow is stopped, all enrolled Contacts will be immediately ejected from the Workflow. They will not be re-enrolled into the Workflow if it is re-published.
Why is the contact field not updating saved responses?
Invalid responses, such as responses in the wrong format, cannot be saved. Clearly specify a response format when asking a question. Refer here for the correct format of each type of response.
Why did my Workflow end before it was completed?
A workflow may end prematurely for the following reasons:
  1. 1.
    The Workflow was stopped
    If a Workflow is stopped, all enrolled Contacts will be immediately ejected from the Workflow.
  2. 2.
    The Contact fell under the Failure Branch and there was no continuing journey
    Contacts may fall under a Failure Branch if they provide invalid responses or do not meet specified conditions. If there are no steps configured under the Failure Branch, the Workflow will end. It is advisable to configure steps under the Failure Branch so Contacts may continue their journey if they land here.
  3. 3.
    Ask a Question - Timeout
    The Ask a Question Step has a default timeout period of 7 days. If Contacts do not respond within the defined or default timeout period, the Workflow will end. It is advisable to create a Timeout Branch and add steps for Contacts to continue their journey in the event of a timeout. Read more about the Ask a Question step here.
  4. 4.
    Assign to - Timeout
    The Assign To Step has a default timeout period of 7 days. If an assignee who fulfills the assignment logic cannot be found within the defined or default timeout period, the Workflow will end. It is advisable to create a Timeout Branch and add steps for Contacts to continue their journey in the event of a timeout. Read more about the Assign To step here​.​
  5. 5.
    Branch Condition - Else
    Contacts who do not meet the required conditions of a branch will fall under the Else branch. If no steps are configured under this branch, the Workflow will end. It is advisable to configure steps under the Else branch so Contacts may continue their journey if they land here. Read more about branch steps here.
  6. 6.
    Send a Message - Fail
    If a message is not sent for any reason (e.g. messaging window closed, network connection issues), the Contact will exit the Workflow.
If I add an Ask a Question step after the Conversation has closed (e.g. Close Conversation step or Conversation Closed trigger), will the Conversation reopen if the Contact responds?
No, a Contact will not reopen the Conversation by responding to the 'Ask a question' step.
What happens if there is no one in an Assign To team?
The Contact will not be assigned and will move on to the next step.
If I manually close a Conversation with an enrolled contact, will the Workflow end?
No, the Workflow will continue even if the conversation is manually closed.
What if a Contact triggers more than one workflow at the same time?
Both Workflows will be executed concurrently.
Why is the most recent Contact Field value not reflected in a Workflow Step?
All contact information will be cached for 3 minutes once the workflow is triggered for faster data access. In case that the contact field is being updated manually when the contact is in the midst of a workflow journey, the information will take up to 3 mins (longest) to be reflected in the Workflow. If you update the contact field manually when he/she is in the workflow, it is likely that the Workflow is still taking the previous value.
What happens if a Contact triggered the same Workflow while the Contact is still enrolled in it?
A Contact will not enter the Workflow if the Contact has already enrolled in it. It means that the same Workflow will not be triggered again while the Contact is still enrolled in it. Once the Contact exits the Workflow, the Contact will be considered for enrolment of the Workflow again.
Last modified 13h ago