Overview
Workflow Events are the cue for the Workflow Automation to execute its Action. All Events need to be matched for the Workflow to trigger.
Contents
Workflow Automation Introduction
When creating a new Workflow Automation, you will see the Events and Actions sections once you have clicked Apply Changes for the Workflow General Settings.
The Workflow Events, Actions, and Action Sets sections (A) will appear on the page below Campaigns within/Not within this Workflow section.
- A) This is where the Workflow Trigger Events and Workflow Trigger Actions will be created by clicking Add Event + and Add Action + in each section.
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- B) To delete or add an Action Set click the Delete Action Set or Add Action Set buttons as needed.
- C) When finished, click the Apply Changes button on the bottom right of the page.
This is an example of a Workflow Automation with multiple Trigger Events and Trigger Actions.
Note: The blue text on these Workflow Automation Trigger Events and Actions indicates they are Active. When they are deactivated, the color changes to red.
Workflow Events
All types of Workflow Events are listed in alphabetical order. Each has a definition and description for all the fields they include.
Call Count
Trigger Action will execute based on the Lead's Call Count.
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(A) Event Type:
Call Count - (B) Active: Yes or No toggle to designate the Event as Active.
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(C) Call Count:
Operator drop-down includes: Is equal to, Is not equal to, Is greater than or equal to, Is less than or equal to, Is greater than, Is less than, With/In. The second field allows you to specify one or more values.
Call Type
Trigger Action will execute based on the Call Type.
- (A) Event Type: Call Type
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(B) Active:
Yes or No toggle to designate the Event as Active or not. -
(C) Call Type:
Highlight Call Types with your mouse and move them to the Selected group.- Move individual Call Types by clicking the < or > buttons.
- To move all Call Types, click the << or >> buttons.
Callback
Trigger Action will execute based on the details of their scheduled Callback.
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(A) Event Type:
Callback -
(B) Active:
Yes or No toggle to designate the Event as Active or not. -
(C) Event:
Select Callback Date or Callback Stage. -
(D)
This field changes in response to the selection in Event (C).- Callback Date: Choose Callback Date or Create Date in the first drop-down. In the second drop-down, select Time of date, Minutes before date, or Minutes after date.
- Callback Stage: Select Dismissed, Past Due, Pending, Missed, or Completed.
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(E)
This field changes in response to the selection in Event (C).- Event Dismissal Option: (Optional) Select Dismissed, Past Due, Missed, or Completed.
- Recipient Type: Select Personal or Transfer in the drop-down.
Disposition
Trigger Action will execute based on the selected Call Dispositions.
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A) Event Type:
Disposition -
(B) Active:
Yes or No toggle to designate the Event as Active or not. -
(C) All Dispositions:
Yes or No toggle to select all Dispositions. -
(D) Call Type:
Highlight Dispositions with your mouse and move them to the Selected group.- Move individual Dispositions by clicking the < or > buttons.
- To move all Dispositions, click the << or >> buttons.
Hopper Expired
This Event will remove Leads from the Hopper once it expires from the time it was inserted.
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A) Event Type:
Hopper Expired -
(B) Active:
Yes or No toggle to designate the Event as Active or not.
Lead Action
Trigger Action will execute based on the Action of saving or deleting a Lead.
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(A) Event Type:
Lead Action -
(B) Active:
Yes or toggle to designate the Event as Active or not. -
(C) Call Type:
Highlight Lead Actions with your mouse and move them to the Selected group.- Move individual Actions by clicking the < or > buttons.
- To move all Actions, click the << or >> buttons.
Lead Fields & Call Data
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(A) Event Type:
Lead Fields & Call Data -
(B) Active:
Yes or No toggle to designate the Event as Active or not. - (C) Operator:
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(D) Add Field:
Lead Fields and types of Call Log Data are listed in the first drop-down. Operator drop-down includes: Is equal to, Is not equal to, Is greater than or equal to, Is less than or equal to, Is greater than, Is less than, With/In, Starts With, Starts With/In, Contains, Is Blank/Empty, Is Numeric, Between Two Strings. The third field is where you enter your value(s) or strings.
Lead Status
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(A) Event Type:
Lead Status -
(B) Active:
Yes or No toggle to designate the Event as Active or not. -
(C) Call Type:
Highlight Lead Status with your mouse and move them to the Selected group.- Move individual Lead Status by clicking the < or > buttons.
- To move all Lead Status, click the << or >> buttons.
Redisposition
- (A) Event Type: Redisposition
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(B) Active:
Yes or No toggle to designate the Event as Active or not. -
(C) Call Type:
Highlight Redisposition with your mouse and move them to the Selected group.- Move individual Redisposition by clicking the < or > buttons.
- To move all Redisposition, click the << or >> buttons.
Submitted By
- (A) Event Type: Submitted By
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(B) Active:
Yes or No toggle to designate the Event as Active or not. -
(C) Submitted By:
Highlight Users with your mouse and move them to the Selected group.- Move individual Users by clicking the < or > buttons.
- To move all Users, click the << or >> buttons.
Term Reason
- (A) Event Type: Term Reason
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(B) Active:
Yes or No toggle to designate the Event as Active or not. -
(C) Call Type:
Highlight Term Reasons with your mouse and move them to the Selected group.- Move individual Reasons by clicking the < or > buttons.
- To move all Reasons, click the << or >> buttons.
Workflow Automation Loop
Example: Workflow Automation that would create a loop.
- Event: Lead Save
- Action: Field
When the Agent clicks the Apply Changes button, the system will change the value on the field selected on Trigger Action. From the back end, the system also does "auto-save," which will then create a loop on the Workflow.
After creating 100 workflow logs, the system will automatically turn off the Workflow Automation and will show a notification message:
Confliction Workflow Automations set up in {Workflow Automation Name}.