Steps

Workflow Step

Once a trigger is configured, add steps to your Workflow. When a Workflow has been triggered, its step(s) will be carried out sequentially on the triggering contact.
Below are the actions that can be performed with Step:
  • Adding a step
  • Configure a step
  • Moving a step
  • Editing a step name
  • Deleting a step

Adding a step

To specify a new action within the Workflow, add a step by clicking on the + node and selecting the desired action.

Configure a step

After adding a step, configure the step from the configuration drawer. Each step has a different configurations. Configurations that can be added include content, channel, action and advanced settings.

Moving a step

To move a Workflow step, hold the step and drag it to the desired position. However, parent steps that are tied to child branches cannot be moved.

Editing a step name

To edit the step name, click on the Edit icon and input the desired name for this step. Click the green βœ“ icon to confirm the name.

Deleting a step

To remove a step from Workflow, click Delete at the bottom of its configuration drawer.
All actions stemming from this step (e.g. Branch, Ask a Question) will be deleted along with it. A dialog box will open to confirm this action.
Here is the comprehensive list of the available steps:
Step
Description
​Send a Message​
Send a message with the specified content to the Contact
​Ask a Question​
Send a specified question to the Contact on the Last Interacted Channel
​Assign To​
Assign Contact to a user
​Branch​
Create Workflow Branches based on conditions
​Update Contact Tag​
Adds or removes one or many Contact tags
Modifies contact field values for the Contact
​Open Conversation​
Opens a Conversation for the Contact
​Close Conversation​
Closes the Conversation with closing notes
​Add Comment​
Add a comment to the Contact
​Jump To​
Jump to a different step in the journey
​Wait​
Wait for a period of time before advancing
​Date & Time​
Create Workflow Branches based on date or time conditions

Step: Send a Message

This step sends a message with the specified content to Contacts who meet all the conditions.

Configuration

There are two key configurations for sending a message: Channel and Message Content.
Channel refers to the chosen channel for sending the message. The options are Last Interacted Channel, which specifies that the message will be sent through the last channel of interaction with a Contact, or a choice from all connected channels.
Once the channel has been specified, move on to Message Content. Choose between sending a Default Message or a Channel Response.
In a Default Message, two message types are possible. The first is a text-based message, which can be configured to include emojis, variables or Snippets. To include variables, add the prefix "quot; to support the interpolation of static text and variables. To include a Snippet, add "/" and select the preferred Snippet. The second message type is a media message in the form of a file or image. Select the desired file from the device or the File library.
An alternative to the default message is the Channel Response. This allows for the configuration of channel-specific responses. Choose a channel and the message type (text or file/image). Some channels even have special message types, which can be selected from the Message Type dropdown menu. This allows for the sending of template messages through supported channels such as WhatsApp or Facebook.

How It Works

A message will be sent via the chosen channel. If a Channel Response has been specified, it will be used. Otherwise, the default message will be sent.
If Last Interacted Channel is selected, the message sent will depend on the existence of a Channel Response. If a Channel Response for that channel exists, the channel-specific response will be sent. If no Channel Response for that channel exists, the default message will be sent.
If email is chosen as a channel, the message will be sent to an existing email thread. Should a thread not exist, it will compose a new email thread with a blank subject line.

Potential Failure

There are two potential failures in sending a message. The first occurs if the Contact does not have an associated channel. The second is attributed to general failures, such as the expiry of API keys, closed messaging windows or network issues.
The contact will exit the workflow upon encountering the above failures.

Step: Ask a Question

This step sends a question to the Contact on the Last Interacted Channel if all conditions are met.

Configuration

There are two key configurations in Ask A Question: Question Text and Question Type.
In Question Text, merely input the desired question for the Contact.
Question Type offers a variety of response possibilities, as shown below:
Question Type
Description
Text
This field will accept any text-based answers from the Contact
Multiple Choice
This field will share up to 10 possible answers for the Contact to choose from. Each answer is limited to 20 characters.
Number
This field will only accept a number value for an answer. It is possible to set minimum and maximum values for the expected answer.
Date
This field will only accept a specific date as an answer.
Format: mm/dd/yyyy (e.g. 18/09/2021)
Phone
This field will only accept a phone number value for an answer.
Format: country code with number (e.g. 60135566778)
Email
This field will only accept an email address.
Website/URL
This field will only accept valid URLs.
Rating
The Contact can pick a rating between 1 and 5 stars.
Once the Question Type has been determined, the Save Response field will open. There are three choices as to how responses can be saved: as contact fields, as variables or as tags (Only for multiple-choice responses).
Turn the contact field toggle ON to save the answer the Contact provides as a contact field. Choose the appropriate contact field from the dropdown menu.
Turn the variable toggle ON to save the answer the Contact provides as a variable. Name the variable in the field to the right.
Learn more about variables here!
Turn the tags toggle ON to save the answers the Contact provides as tags. This is only applicable for multiple-choice questions.
The Ask A Question step allows for Advanced Settings. Here, a Timeout Branch can be added to the step. This defines the period provided to the Contact to answer the question. The timeout period can be customized with a maximum period of 7 days, or the default period of 7 days will be implemented. A Timeout Branch allows users to define the journey for Contacts who do not respond to a question within the timeout period. If no steps are added, the Workflow will end when the timeout is reached.

How It Works

The Contact will be asked a question on their Last Interacted Channel. The Contact needs to answer the question in the specified format within the allocated time. If an answer that conforms to the response format is given in time, the Contact's journey continues. For multiple-choice questions via email, answer options will automatically be numbered (1, 2, 3...). The Contact can answer with the number value or in full.

Failure Branch

Invalid answers or answers that do not conform to the response format will fall under the Failure Branch. If there are no steps configured under the Failure Branch to define the Contact's subsequent journey, the Workflow will end.

Potential Failure

There are three potential causes of failure in the Ask A Question step. The first occurs if the Contact does not have an associated channel and therefore cannot receive the question. The second occurs when a Contact does not answer the question within the timeout period, whether one specified by a Timeout Branch or the default timeout of 7 days. The third is attributed to general failures, such as the expiry of API keys, closed messaging windows or network issues.
The contact will exit the Workflow upon encountering the above failures.

Step: Assign To

This step assigns the Contact to a specific user, a user in a specific team, a user in the space, or to unassign the Contact.

Configuration

There are two key configurations in the Assign To step: Action and Assignment Logic.
In Action, Contacts can be directed to one of four assignment actions:
  • A specific user**: ** Assign the Contact to a specific chosen user
  • A user in a specific team: Assign the Contact to anyone in a specific chosen team
  • A user in the space: Assign the Contact to any user in the space
  • Unassign: Unassign the Contact from their assigned user or team
In Assignment Logic, choose one of two options (only available for A user in a specific team and A user in the space assignment options):
  • Assign to users round-robin: This method assigns new Contacts equally to every user in turn
  • Assign to the user with least open contacts: This method assigns Contacts to the user with the fewest open contacts
The Assign To step allows for Advanced Settings. Both settings here are independent of each other and are only available for A user in a specific team and ****A user in the space assignment options. The Advanced Settings include Only assign to online users, in which Contacts will only be assigned to users with statuses set to Online for quicker response, and Only assign to users with fewer than XX open contacts assigned to them, in which Contacts will only be assigned to users with fewer Contacts assigned than the user-defined threshold.
Under Advanced Settings, a Timeout Branch can also be added. This defines the allocated period for the Contact to be assigned to a user. The timeout period can be customized with a maximum period of 7 days, or the default period of 7 days will be implemented. A Timeout Branch allows users to define the journey for Contacts who are not assigned to any users within the timeout period. If no steps are added, the Workflow will end when the timeout is reached.

How It Works

Contacts will be assigned to users according to the specified assignment action and conditions. If Advanced Settings are switched ON and there are no users who fulfill the conditions at the moment, Contacts will be placed in queue until they are assigned, or the timeout period is reached.

Potential Failure

There are three potential causes of failure in the Assign To step. The first occurs if the Contact is not assigned to anyone within the default timeout period of 7 days and there is no Timeout Branch to continue the journey. The second is if the chosen specific user has been deleted from Workflows. The third occurs if the chosen team a Contact is assigned to has no users or is empty.
The contact will exit the Workflow upon encountering the above failures.

Step: Branch

The step creates appropriate Contact journeys according to Branch conditions.

Configuration

Each Branch created consists of one to four conditional branches and an Else branch.
Branch conditions can be defined using contact fields, tags, variables or previous interactions. A maximum of 10 conditions with either AND or OR logical operators are allowed per branch. Each condition has to have a defined category, operator and value.
The categories available within a condition include contact field (inclusive of all custom fields), contact tag, variables, last interacted channel and time since last incoming message.

How It Works

If the Contact meets all the conditions of a branch, they will proceed with the journey down the branch. If the Contact fails to meet the conditions of all the conditional branches, they will be redirected to the Else branch.

Step: Update Contact Tag

The step adds or removes a Contact's tags according to specified conditions.

Configuration

There are two key configurations within this step: Action and Tag.
In Action, choose between add and remove tag as a condition. Next, select the desired tag from the dropdown menu or type in the tag name to specify it.

Step: Update Contact Field

This step updates a contact field with a defined value if conditions are met.

Configuration

There are two key configurations within this step: Contact Field and Contact Field Selected.
In Contact Field, select the contact field to be updated. In Contact Field Selected, specify the value to be updated. It is possible to type $ and select the appropriate variable to update the contact field with a variable.

How It Works

When the Workflow is triggered, the contact field in this step will be updated with the defined value.

Step: Open Conversation

This step opens a Conversation with the Contact.

How It Works

When all preceding conditions are met and the step is triggered, a Conversation with the Contact will open. The Message Module will display 'Conversation opened by {Workflow name}'. If the Conversation is open when this step is executed, the Contact will proceed to the next step.

Step: Close Conversation

This step closes a Conversation with the Contact.

Configuration

Both configurations in the Close Conversation step are optional but might prove useful for documentation or analytics. The two configurations are Conversation Category, in which users can select the appropriate category as specified in Closing Notes from the platform, and Summary, which provides a summary of the Conversation.

How It Works

When all preceding conditions are met and the step is triggered, the Conversation with the Contact will close. If the conversation category and summary are configured, the conversation will close with the Closing Notes appended.

Step: Add Comment

This step adds a note to the Contact for internal reference or action.

Configuration

The sole configuration in this step is the comment itself. Write the desired comment in the text field. Use $ to add a variable if necessary and @ to tag another user.

How It Works

Once confirmed, the comment will be added to the Contact. If a user is tagged in the comment, they will be notified and can take the necessary action.
  • E.g. Workflow {Workflow Name} has mentioned you in a comment.

Step: Jump To

This step allows the Contact to jump to another specified step in the Workflow.

Configuration

There are two configurations within this step: Step and Allow a maximum of __ jumps.
In Step, select the step from which the Contact's journey will continue. The jump can occur in any direction to any step in the Workflow.
In Allow a maximum of __ jumps, define the number of times the jump can occur. The maximum input is 10.

How It Works

The Contact will jump to the specified step and continue the journey along its path. The Contact can repeat the jump step until they hit the maximum number of jumps allowed. When the maximum is reached, the Contact will skip the jump on the next attempt and proceed to the next specified step after the jump step. If no next step exists, the Contact will exit the Workflow.
The jump counter resets when the Contact exits the Workflow.

Step: Wait

This step establishes a wait period before the next step commences.

Configuration

Configuring this step involves a single field: Wait For. It determines how long the Contact will wait before the next step commences. The maximum wait period is 7 days or the equivalent.

How It Works

The Contact stays at this step for the configured waiting time and then proceeds to the next step.

Step: Date & Time

This step checks the current date and time against the defined conditions and direc.ts Contacts along the Workflow accordingly.

Configuration

There are two possible configurations within this step: Business Hours and Date Range.
In Business Hours, each day's working hours within a specified timezone are set. In Date Range, a start and end date within a specified timezone is set.

How It Works

The current date and time are checked against the configured conditions. If the step occurs within the permissible date and time, the Contact will proceed to the next step.

Failure Branch

If the date and time conditions are not met, the Contact will be redirected to the Failure Branch. If there are no steps configured under the Failure Branch, the Workflow will end.
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Last modified 13h ago