In previous versions of Redtail CRM, we had two types of automated process templates that you could set up within your database — Workflows and Checklists. We have combined the two in order to make the process of setting up and managing automated processes easier and these are now simply called Workflows.
If you used a lot of Checklists in previous versions of Redtail, you'll find that the functionality present in Checklists is still here in Workflows — Checklists are just Workflows with one single Step and any number of associated Tasks for that Step.
I'll walk through the steps in creating a Workflow Template below.
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:
On the resulting page, click Workflow Templates under Manage Templates:
You'll then see any existing Workflow Templates (if any) within your database:
Note the "filter" and "new" buttons above your existing templates. The filter button will allow you to filter which templates are displayed based upon Template Name, their Status, and/or their Category.
To create a new workflow template, you would click on the button above in the top right corner of the Workflow Templates area that says new. You'll then see an Add Workflow Template modal:
Let’s take a look at how you might go about creating an automated workflow process for handling the Client Onboarding Process. In the Name box above, you might type “Client Onboarding Process” to give your Workflow Template a name.
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.
For the Owner menu, select either a User, a Team, a Role or "Creating User" and, with the exception of that last option, the appropriate box will then appear for you to select the database user, database user team or database role that you would like to assign default Ownership for this particular template. If you select "Creating User", the database user attaching the template at a later date will be the default owner and/or assignee for workflow tasks.
I'm going to assign this one to "Client Service Team" within my database.
In the Category menu, select the appropriate category that applies to this Workflow Process.
In the Set Target Date area, enter a number in the "number of" box and select days, weeks or months in the second box. This will establish how many days, weeks or months the Workflow should take for completion after it is attached to a Contact, Opportunity or Seminar. I'm going to set this at two weeks. You can check off "Excluding Weekends & Federal Holidays" so those days are not factored into your Target Date or Step Due Dates.
Then you might type “Use this process when transitioning Prospects to Clients” in the Description text box to serve as a description of what your Workflow Template 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 date. Detail and clarity in your descriptions may be helpful in cutting down on training time for others later. After entering all of this information, below is what you would see:
Click create workflow template to create your new Workflow Template. It should now be visible in your list of Workflow Processes:
Now it's time to add Workflow Steps to your Workflow Template. Click the Name of the Workflow ("Client Onboarding Process") and you'll then see the below:
Click New Step and you'll see the below:
Before I go any further, I want to provide a little explanation for what we are about to do. We are going to add as many Steps as are necessary to set up the Workflow Template that we need for this particular process. For each Step, we'll add all of the Tasks necessary to complete the Step. And, for some Steps, we'll also add possible Outcomes. While Outcomes are not required, they are useful when a Step might have more than one possible Outcome. Note that if you do set up Outcomes for a Step, you must choose between them when completing the Step.
Now, back to our Client Onboarding Process. In the last screenshot above, you'll see I have "New Step 1" highlighted. We need to give this a name to clarify what it is for. In order to do so, I'll click the Actions icon to the left of the Step name and select "Edit Step":
We'll then see the below (which I've already completed):
Here, I've given the Step a name that signifies the action to be taken, set up a Due date on which this Step should be completed (13 days before the Workflow's completion Target Date) and provided some extra info in the Description field. Note: you can also select one of your Mail Merge templates to be a part of this particular Step in the Workflow, though I didn't in this case. I would then click update step, at which point we'd see the below:
You can then begin adding the rest of the Steps for your Workflow Template or you can begin adding Tasks for the Step you've just created. Just remember that each Step must have at least one Task associated with it. To do so, click the "New Task" button next to the Step you're working with. You'll then see the below:
Click the Actions menu next to 'New Task 1" and select Edit Task:
You'll then see the below:
Give the Task a meaningful name, assign it to a database user, database user team or database role and provide a description if necessary. After adding two Tasks for this Step, they might appear as the below:
If you look in the Assigned To column, you'll see that the first task is assigned to a database user. The second one is assigned to a database role (CSA). What this means is that whenever you attach this Workflow Template to a contact, that second task will be assigned to whomever has been assigned the role of CSA for that contact.
You probably would use Outcomes with a Step like this, as you might be unable to reach the Client to set up the meeting, meaning that your possible Outcomes would either be A) the Next Step in the Workflow if you reached them or B) circling back to this Step if you have to try again. But, since we haven't added any additional Steps to the Workflow Template as of yet, we'd need to do that before we can add the Outcome, as if we don't we can't select the Next Step for Outcome A. So, I'm going to go ahead and add multiple Steps and Tasks for this Workflow, though I'm only going to give them generic names for demo purposes. When done it might look like the below:
Now I have a Workflow Template with 3 Steps, the first and last of which each have 2 Tasks, the second which has 3 tasks. Now I want to add Outcomes for Step 1. To do so, I'll click the Actions menu for that Step and select "Add Outcome":
I'd then see the "Create Outcome" modal:
I've already completed the one above, indicating what happened in the Name field and the Next Step in its field. In this case, the outcome is that I was unable to reach the client to set up the meeting so my Next Step will be repeating this step again. Your available Next Steps in this field will always be the Steps that you've created for the Workflow along with an option to "COMPLETE WORKFLOW". I'll then click "Create Outcome".
I would then add a second outcome for what occurs if I am successful in setting up the meeting. Since I only used generic names for the rest of the Steps in this Workflow Template, we'll say that the Next Step were this to happen would be Step B. After adding both of these possible Outcomes (and you can have more than two), this Step would look like the below:
In the highlighted area above, you can see that two possible Outcomes exist for the step. Clicking on that link will display them for you to see (and remove if necessary):
Two final items to note here about setting up your Workflow Templates:
1. There is an arrow pointing both up and down next to each Step and Tasks in your Template. You can click, drag and drop these to rearrange the order of your Workflow Template Steps and/or Tasks, should that be necessary.
2. If you click the Template's Name at the top of the page when viewing a Workflow Template, you'll see the Update Workflow Template, where you can change the Template's Name, Status, Owner, Category, Target Date or Description.
Once you have set your Workflow Template to Active, you can begin attaching it to individuals, groups of contacts, Opportunities or Seminars.