Automated workflows are process driven. When you assign a workflow with multiple steps, you will only see the current process step pending completion. The rationale behind this is that with workflows the result of each step determines what needs to be done next.
To access your current Workflow templates or to add a new one, go to Manage Your Account —> Workflow Templates:
After clicking this link, you might see something similar to the below if you already have Workflow Templates within your database:
What you're seeing in the above example is a database that already has two existing Workflow Templates. You can make edits to existing Workflow Templates or delete them from your database here (just right-click on the row containing the Workflow Process you want to edit or delete to see those options).
To create a new workflow template, you would click on the link above which says Add. You'll then see an Add Workflow Process dialog:
Let’s take a look at how you would go about creating an automated workflow process for the handling of initial appointments. In the Name box above, you might type “Initial Appointment” to give your Workflow Process a name. Then you might type “Use this process for first time meetings” in the Description text box to serve as a description of what your Workflow Process is for. We recommend using the description field to provide information that would be clear to new users in your office who might be assigned taking over the Workflow at a later time. Detail and clarity in your descriptions may be helpful in cutting down on training time for others later. After typing in your Workflow name and description, below is what you would see:
In the Status menu, you can then choose whether your Workflow should be Active, Inactive or Under Construction. By default, Workflows are set to Under Construction, so you'll need to change this to Active once you're ready to begin using your new Workflow. If for some reason in the future you want to make a Workflow temporarily unavailable (rather than deleting it), you can accomplish this by setting its status to Inactive. If it’s going to take you some time to set up your Workflow, you might want to designate it as Under Construction until you have all the pieces in place. This will also prevent other database users from attaching a Workflow that is not complete to contacts within your database.
The Trigger menu will allow you to designate certain actions performed within your database as "triggers" to initiate your Workflow Process for a contact. While more triggers will be introduced over time, Address Changes, Internet Changes and Phone Changes are the only items that can currently be selected as a trigger.
Click Add Workflow Process to create your new Workflow Process. It should now be visible in your list of Workflow Processes:
Now it's time to add Workflow Steps to your Workflow Process. Click on the row that contains your new Workflow Process to highlight it. After doing so, you can then click Add in the Workflow Steps section:
You'll then see the following dialog where you can add your 1st Workflow Process step (in this example, we've already filled in the Step Name and Description:
Also note that you must assign each step of your Workflow Process to an Owner from the Owner pulldown menu. The Owner can be an individual Database User or a Database Team. Once through with the Step, click Save Workflow Step, at which point you would see the following in the Workflow Steps table (if you have this Workflow Process highlighted in the Workflow Processes table:
To continue adding new Workflow Steps to the process, simply click on Add in the Workflow Steps section after saving each one you’ve created. When you're done adding steps, your list of Workflow Process steps might look something like this:
You’re then ready to begin adding possible Results for each of your Workflow Steps. To add a result for Step 1 above, you would click on the row that contains your first step to highlight the row, and then click Add in the Workflow Results table :
You'll then see the following dialog where you can add your 1st possible Step Result for the first Workflow Step (Calendar addition). In this example, we've already filled in the Result and selected the Next Step and selected an Interval:
What you're doing here is entering a possible result of the action you took in Step 1. For this result, choose what the next step should be in the Next Step dropdown box. You should note that your options under “Next Step” when adding possible Results are the Steps you created for your Workflow Process plus the option to “Mark Finished.” Some possible results, such as a prospect indicating that they are not interested in an appointment with you, would mean this Workflow Process should end for that prospect. So, say you added a possible Result for Step 3 to read “Called to confirm- client no longer interested.” You would then want your Next Step for that Result to be Mark Finished.
After determining your next step, assign the Time Interval you want to allow yourself to complete the next step and save your Step Result.
If there are more possible results of the action you took in Step 1, you would click Add in the Workflow Results table and continue adding possible results and next steps until you’ve exhausted the possible results for Step 1. When you’re ready to begin adding possible results for the other steps in your Workflow Process, you’ll just follow the same procedure as we did for Step 1 – click on the row containing the Workflow Step you want to add possible results for, click Add in the Workflow Results table and then begin adding your possible results. When you’ve added all possible results for the steps in your Workflow process, you’re ready to begin using it.
Once complete, you can begin attaching your new Workflows to individuals or groups of contacts. Individually you can attach these from within a client's record under Contact Overview —> Activities. From that page, click on Workflows in the Activity Views box and then click Attach New Workflow to choose what Workflow to attach to the individual.
To attach in bulk, you would run an Advanced Search query to bring up the list of clients that you wanted to attach the Workflow to. You'll then see a Bulk Workflow Assignment option in the Options pulldown menu to the right of your search results.