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Different Types of Workflow Relation

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  • Campaign
    • By locking the workflow down to a Campaign, you are ensuring that the actions taken will be Campaign specific.
    • Can be Triggered by Manual, Outbound and Inbound Calls.
  • List
    •  Workflow Automation in relation to List or Workflow Automation that executes actions based on the selected list.  By choosing List workflows, you can actually bypass the campaign settings and have specific actions taken for specific lists. 
    • Can be Triggered by Manual, Outbound and Inbound Calls.
  • Queue
    • Workflow Automation can only be triggered if an Inbound Calls goes to a specific Queue/s.
    • Can be Triggered only by Inbound Calls.
  • Inbound Number
    • Workflow Automation can only be triggered if an Inbound Calls goes to specific Inbound Number/s
    • Can be Triggered only by Inbound Calls.
  • Email Template
    • These Workflows can only be triggered if there's an Email Template used.

 

Workflow Automation General Settings

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  • Name - Add the name of the Workflow Automation
  • Description - Add a brief description about this Workflow Automation
  • Active - This is where you set the Workflow Automation to Active or Inactive status.
  • Relation - Current Relation Set to this Workflow
  • Stop Workflow If
    • Never - Workflow has no stop condition
    • Reached Status - Workflow will stop if lead has status of "Reached"
    • Final Status - Workflow will stop if lead has status of "Final"
    • Advanced Lead Filter - If lead data matches the Advanced Lead Filter, the action will not trigger anymore
  • Loop Protection - If this is Enabled, the workflow will be skipped if a lead triggered the events over 9 times in the last 3 minutes
  • Skip if pending actions - Enabling this will skip the workflow if the lead has previous actions pending to be completed in this workflow.
  • Enable Schedule - If this is enable, we will need to set the Working Hours of the Workflow Automation. More on this here.
  • Perform Action On - Leave this at 100% ALL THE TIME. 
  • All (Relation) - Enabling this will Include ALL of the Current Campaigns and all Future Campaigns.

 

Creating Workflow Automation Schedules and Configuring the Settings Schedules of Workflow Automation

 

 

 

Creating / Setting up a New Workflow Automation Schedule is similar to creating Custom Call Time.

You can click on the "Add New Workflow" Button

 

If Enable Schedule Toggle Button is Enabled, here are the options that we need to set.

  • Schedule
    • Select the Workflow Automation Schedule.
    • The Workflow Automation can only be triggered within this Time Range.
    • The Actions for the leads triggered during after hours won't be executed immediately
    • They will be executed as soon as they are within the schedule.
  • Time zone
    • Select the Time Zone of the Schedule of the Workflow Automation.

 

What exactly will happen if leads are triggered during after hours of the Workflow Automation.
Here's an example of a Workflow where Schedule is enabled.

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If a Lead is triggered outside the schedule, the system will not trigger the action immediately.
Instead it will do the action as soon as it is within the schedule.

 

In this example, the lead is triggered at 1:15 PM Pacific Time. However, the Workflow Automation is scheduled to start at 5:00 PM.

 

The system will not trigger the action immediately, instead it will set the Status of the Workflow to "New" and scheduled the action to "17:00:00"or 5:00 PM Pacific Time.
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Different Types of Workflow Events

Events are actions or conditions that act as a cue for the Workflow Automation to execute its action/s.

If there are multiple Events, all events need to be matched for the trigger to be activated. 

  • Campaign

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  • List

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  • Queue

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  • Inbound Number

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  • Email Template

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List of Workflow Events and Description

  • Call Count
  • Call Type
  • Callback
  • Disposition
  • Hopper Expired
  • Lead Action
  • Lead Fields and Call Data
  • Leads Status
  • Redisposition
  • Submitted by
  • Term Reason
  • Email Event

 

Different Types of Trigger Actions

"Actions" are what the Workflow Automation will do if a Lead matches all of the Events.

A Workflow Automation can have multiple Actions, and each Actions can have its own specific schedules.

 

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