Overview
Workflow Automation is an easy way to streamline manual processes, which often consist of multiple tasks such as sending emails, CRM integration, SMS messaging, etc. It is about improving processes by automating these repetitive tasks. It is one of the key steps to streamlining your business.
Using Workflow Automation, your team can focus on their work and spend less time on repetitive tasks. You will be more agile and can respond faster to customer needs and market conditions.
Contents
Adding a New Workflow Automation
1.) Click the CRM main menu.
2.) Click the Workflow Automation menu option.
The Show Workflow Automation page will open.
3.) Click the blue Add New Workflow button.
The Add Workflow New Workflow Automation page will open.
- Any new Workflow will be named New Workflow Automation until a name is created and applied in the Workflow General Settings section.
4.) Fill in the fields in the Workflow General Settings section.
| Name | This is the description of the Workflow Automation. |
| Description | This is the memo field of the Workflow Automation. It is optional. |
| Active | This is where you set the Workflow Automation to Active or Inactive status. |
| Relation |
This is where you choose what type of Workflow Relation you want to set up. (Campaign, List, Email Template, Inbound Number or Queue Relation). Visit our FAQ for a more detailed discussion about Different Types of Workflow Relation. |
| Stop Workflow If |
This setting can prevent the triggering of workflows based on the following options:
Having multiple workflow actions of the same type results in a status of Skipped Due to Hunt Stop. The behavior can happen when there are multiple actions of the same type and typically will happen with SMS. |
| Skip if lead is currently in progress with this Workflow | If enabled, it will skip the trigger action on the lead in case it is still on a live call. |
| Set After Hours Action | (Do Nothing / Execute After Hours) - If enabled, this will determine the delay time set in the Schedule tab under Trigger Actions. |
| Schedule | This is where you set during which hours you would like the Workflow to trigger, as determined by Time Zone selected. |
| Perform Action On | This defines how Trigger action will take place based on the selected percentage in relation to the number of actions that will be process versus actions that will not be process. |
5.) Click the Apply Changes button.
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.
-
- 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.
See Types of Workflow Events to learn more about the available Events for initiating a Workflow.
See Types of Workflow Trigger Actions to learn more about what Workflows can do.
Activating/Deactivating a Workflow
Admins can easily Activate and Deactivate Workflows.
1.) Open the Show Workflow Automation page.
2.) Locate the Workflow you want to deactivate and click the Status toggle to Inactive.
Deleting a Workflow
1.) Click the CRM main menu.
2.) Click the Workflow Automation menu option.
The Show Workflow Automation page will open.
3.) Click Delete in the Action gearwheel drop-down to remove the Workflow.
The Confirmation window will open.
4.) Click the Delete button to remove the Workflow. This will also delete all pending Actions in this Workflow.
The Workflow Deleted window will open.
5.) Click the Close button.