Workflow Configuration Guide

Workflow Settings Overview

The Workflow Settings section provides tools to manage communication, contacts, and the sequencing of actions within a workflow. When setting up workflows, it’s essential to review the settings to ensure that communications are dispatched at the intended times.

For further insights on creating and optimizing workflows, visit the "Workflow Training" section under the "Advanced Training" menu in the help center.

Managing Contact Entries

Workflows triggered by appointments can handle multiple entries from the same contact, even if the "Allow multiple" option is disabled.

Re-Entry Permission

This setting controls whether a contact can re-enter a workflow after completing or exiting it. Enabling "Re-Entry Permission" allows contacts to re-enter a workflow if they are no longer active. Contacts cannot re-enter if they are currently enrolled. However, workflows triggered by appointments or invoices will permit multiple entries, regardless of the re-entry settings.

This setting is often misunderstood; it only permits re-entry for contacts that have completed or been removed from the workflow, not those currently active.

Ending Workflows on Contact Response

The "Stop on Response" option ends a workflow for a contact if they respond to any message generated by that workflow, allowing for dynamic contact management.

Communication Management

Timezone Configuration

Within the Workflow Settings, you can choose whether actions are based on the Account Timezone or the Contact Timezone.

• Account Timezone: Actions such as "Wait" steps and Time Window executions are processed according to the account's timezone. This setting is ideal for events scheduled according to your business’s local time, ensuring timely communications.

• Contact Timezone: Actions are adjusted according to each contact’s timezone, which is particularly useful for campaigns targeting a global audience. If a contact’s timezone is not specified, the account timezone is used by default.

Time Window Settings

The Time Window feature allows you to control when actions within a workflow are executed.

• Specific Time: Limits actions to occur within a designated time frame. If the current time does not fall within this window, the action will be delayed until the next appropriate window.

If the Specific Time option is disabled, actions can be triggered at any time.

Sender Information Customization

The platform allows you to specify default sender details, such as the "From Name" and "From Email" addresses. These can be customized in each email action within a workflow, overriding the default settings as needed.

Conversation Management Options

The "Mark as Read" feature in Conversation Management determines whether automated messages sent from a workflow are marked as read in the conversation tab. By default, these messages appear as unread, but enabling this setting automatically marks them as read, helping to keep your conversation tab organized.

Workflow Activation

The "Draft vs. Publish" feature allows you to toggle the status of a workflow. Switching the workflow to "Publish" makes it live, while toggling it to "Draft" keeps it inactive.

Saving Workflow Changes

After making any adjustments to a workflow, use the Save icon to secure your changes. This step ensures that the workflow is updated and only deployed when ready.

Tracking Workflow Updates

After saving, the platform shows the creation and last update dates for each workflow. This feature is helpful for maintaining a record of your workflow modifications, ensuring they remain current and effective.