Workflow builder: canvas, settings, and action management

The Workflow Builder is the visual canvas where you design, configure, and manage your automations. This page covers the builder interface, settings, and monitoring features.

Rearranging actions

Efficient workflow management often requires adjusting actions to ensure processes run smoothly. Whether you’re optimizing the sequence of tasks or correcting a misplaced step, moving actions within your workflow is a simple yet powerful feature. This guide walks you through the steps to reposition actions effortlessly and keep your workflow logic intact.

Access the Workflow to Edit

Navigate to the Workflow Builder in the Automation tab and select the workflow you wish to modify.

Select the Action to Move

Locate the action you want to reposition. Click on the three dots (often referred to as the “more options” icon) next to the action’s name to reveal a dropdown menu.

From the dropdown menu, select the “Move Action” option. This will allow you to reposition one specific action within the workflow.

Reposition The Action

After selecting**** “Move Action,”**** navigate to the new desired location for the action within the workflow. Click on the**** “Move Here”**** button to place the action in its new position.

Save Your Changes

Once you’ve successfully moved the action to its new location, make sure to save your changes to update the workflow.

Repositioning actions in your workflow allows you to maintain structure and adaptability as your needs evolve. With straightforward steps and flexible options, you can fine-tune workflows to optimize efficiency and ensure flawless automation. Remember, small adjustments can have a big impact on streamlining your processes.

Additional Tips

Moving Multiple Actions: If you wish to move a series of actions, select “Move All Actions From Here” instead of “Move Action.” This will relocate the selected action, along with all subsequent actions, to a new part of the workflow.
Special Note for If/Else Actions: When moving an If/Else action, be aware that it will also move all steps below that action, including any branches (Yes and None). It’s crucial to rearrange the condition accordingly to ensure the logic of your workflow remains intact.

FAQs

What if I accidentally move an action to the wrong place?

Repeat the steps above to move the action to the correct location. Remember to save your changes each time you modify.

Can I undo a move action?

Yes, click the undo button or Ctrl + Z / ⌘ + Z to correct your change back to the original position.

Duplicating conditional branches

Workflows are an essential part of automating processes within your CRM, saving time and improving efficiency. In this guide, we’ll walk you through how to create and personalize workflows by adding conditions, duplicating branches, and customizing your setup to better suit your business needs. Go to the “Workflows” tab, select “Create New Workflow”, and click on “Start from Scratch”.

Adding Actions

Click on the “+” symbol to search and add the If/Else action to your workflow.

Then, go ahead and create branches based on your desired specific criteria.

Duplicating Branches

After setting your conditions, click on the three dots menu to find the “Duplicate Branch” option. The duplicated branch will appear next to the original, allowing for easy modification and customization.

Reordering and Personalizing

Organize your workflow visually by dragging and dropping branches to the desired order.

Rename the “None” branch to something more descriptive of its function, enhancing clarity and personalization within your workflow.

Finalizing Your Workflow

After duplicating and reordering branches and renaming for clarity, make sure to save your changes. Your workflow is now more tailored to your business needs and ready for implementation

Use Case

For example, in a workflow where tasks are categorized based on specific criteria, duplicating branches for each category and reordering them according to priority ensures that the most important tasks are handled first. Renaming branches for better clarity helps team members quickly understand the purpose of each, making the process more efficient and organized. By following these steps, you can create a highly customized workflow that is tailored to your needs. Whether you’re duplicating branches, reordering them, or renaming them for clarity, these adjustments will help you with your processes and improve team productivity.

FAQs

What if I can't see the option to duplicate a branch?

Refresh your browser or contact support for assistance.

How many branches can I duplicate?

There’s no set limit, but it’s best to keep your workflows manageable and not overly complex for optimal performance.

WhatsApp workflow statistics

WhatsApp messages have different available statuses that give you a deeper insight into when and how your customers are interacting with them. Let’s look into what these statuses are and how to view them.

What Statuses are available?

Total: These will show the number of WhatsApp messages triggered by the selected workflow action.
Delivered: Monitor messages that have reached the recipient’s device, symbolized by two ticks on WhatsApp.
Pending: This will represent the contacts in the automation for which the WhatsApp message has not been triggered.
Read: Represented by two blue ticks in WhatsApp, these are the total messages received and read by the recipient.
Sent: Messages that have been sent but not received by the recipients, these messages are visualized on WhatsApp by the one-tick icon.
Failed: These will be messages that encounter errors, such as unavailability on WhatsApp, blocked templates, or reaching per-user marketing limits.

📌Note: Whatsapp users who’ve disabled Read Receipts will show under the Delivered tab.

How to View WhatsApp Statistics?

Navigate to the Workflow tab inside the Automation section and open any workflow that includes a WhatsApp action.

Click the WhatsApp action to open its details and select the Statistics tab.

Click View Details to get a comprehensive view of the statistics including which contacts are under the stage.

Additionally, you can download a detailed statistics report by clicking the Export button at the top right corner.

There you have it, now you can confidently check the statistics of your Whatsapp action in any of your workflows, allowing you to efficiently manage and monitor the messages, improve your workflow functionality, and resolve issues immediately.

Opportunity custom fields in event start date

The Opportunity Custom Fields in the Event Start Date Action offer a powerful way to streamline your processes and ensure that important tasks are triggered at the right moment. By using custom fields, you can personalize workflows and enhance the accuracy of your actions. This article will guide you through the process of using Opportunity Custom Fields within the Event Start Date Action, helping you optimize your operations and improve productivity.

Access the Workflow Builder

Navigate to the automation tab on the left sidebar menu. You can choose to create a workflow from scratch or edit an existing one.

Add an Opportunity-based trigger and save your workflow. This step is essential to ensure the action functions as intended.

Setting Up Event Start Date Action

Add the relevant actions that should precede the Event Start Date Action, then add the “Set Event Start Date” action from your workflow actions.

Selecting the Custom Field

In the action settings, select the type as a custom field. This will enable you to specify the desired opportunity custom field to be used for the event start date.

Click on the custom values picker to add the opportunity custom field of your choice. This step is crucial for tailoring the automation to your specific business needs.

Once selected, the opportunity key will appear in the “Select Custom Field” field. Verify its accuracy, then save the action to ensure the settings are applied correctly.

By following these steps, you can enhance the precision of your workflow automation, making your processes more efficient and tailored to your business requirements. With the right setup, you can stay ahead of your deadlines and maintain better control over your processes.

FAQs

What if I don't see the option to add opportunity custom fields?

Ensure you’re using opportunity-based triggers in your workflow. This feature is specifically designed to work with opportunities.

Can I use multiple opportunity custom fields in a single workflow?

Yes, you can use multiple custom fields as long as they are relevant to the opportunities your workflow is based on.

Multiple opportunities

The “Allow Multiple Opportunities” toggle, enables more granular control by allowing workflows to handle multiple opportunities for the same contact. This feature ensures that each opportunity within a contact is treated as a distinct entity, allowing for separate workflow executions. In this guide, we will walk through how the toggle works, its benefits, and how to configure it for your workflows.

What Does “Allow Multiple Opportunities” Do?

When enabled, the “Allow Multiple Opportunities” toggle allows workflows to independently manage multiple opportunities for the same contact, enhancing accuracy in opportunity management.

Enabled Toggle: Each opportunity is treated as a separate instance within the workflow.
No Workflow Restarts: Updates to an opportunity do not restart the workflow; it continues from the current stage with the updated values.

By default, this feature is disabled for workflows created before its introduction, maintaining their original functionality. For new workflows, the toggle is automatically enabled, allowing multiple opportunities to be managed concurrently within the workflow.

Why Use This Feature?

This feature is beneficial in scenarios where a contact has multiple opportunities that require individual follow-ups or actions. It avoids the issue of workflows being skipped or overridden when multiple opportunities exist for the same contact.

How to Configure the “Allow Multiple Opportunities” Feature

Follow these steps to enable this feature in your workflows:

Navigate to the Workflow

From the Automation > Workflows section in your account, select the workflow you wish to modify.

Enable “Allow Multiple Opportunities”

Open the workflow settings. At the top of the settings page, you will find the “Allow Multiple Opportunities” Toggle.

Switch the “Allow Multiple Opportunity” toggle to On.

Save Changes

Remember to publish then save your workflow to activate the feature!

By ensuring that each opportunity is treated as a separate entity, this feature enhances workflow precision, reduces the need for manual intervention, and ensures a seamless experience for both users and contacts.

Practical Examples and Use Cases

A team member may be working with a client, who is interested in two different services: Service 1 and Service 2.

If the Toggle is OFF: If the opportunity for Service 1 is updated at 8 AM on January 1st, an SMS reminder is sent based on the workflow configuration. However, if the opportunity for Service is updated later that same day at noon, no SMS is sent, as the workflow is still tied to the first opportunity.
If the Toggle is ON: When Service 1 is updated at 8 AM, an SMS is sent. Then, when Service 2 is updated at noon, a second SMS is also sent, treating each opportunity as a unique instance.

If you are managing multiple events for the same client, such as an upcoming conference and a separate product launch, enabling multiple opportunities ensures each event triggers its own set of actions, like reminders or email campaigns, without interference.

FAQs

What happens to workflows already created?

Workflows created before this feature’s release will have the toggle turned off by default. Newly created workflows will have it enabled automatically, similar to how the re-entry feature functions.

Will the workflow restart if the same opportunity triggers it again?

No, the workflow does not restart. It continues from the current stage, using the most recent opportunity values.

Will contact details be updated when an opportunity is updated?

No, only the opportunity-specific data will change, while contact details remain unchanged. This ensures that workflows accurately reflect the current opportunity without altering the overall contact record.

Power Dialer setup

The Power Dialer is an advanced feature within the CRM that automates the calling process, allowing users to dial through a list of contacts efficiently. This tool is particularly beneficial for users who regularly manage a large volume of calls. It saves time and ensures no contact is overlooked, improving follow-up and lead management. To make the most of this tool, you must set up a workflow specifically designed for the Power Dialer.

Setting Up the Tag

Navigate to the Settings section of the CRM, scroll down, and select ‘Tags’. To create a new tag, click the**** “+ New Tag”**** button to start.

Name the new tag (e.g., Power Dialer) in the pop-up, and click “Create”.

Setting Up the Power Dialer Workflow

Setting up the Power Dialer is straightforward and involves a few key steps: Go to the “Workflows” tab, select**** “Create New Workflow”, and click on “Start from Scratch”.****

Name your workflow appropriately for future reference, (e.g., Power Dialer Workflow). Then set the workflow trigger to**** “Contact Tag”****.

Within the Trigger, specify the tag you created. In this case, we would be using the Power Dialer tag. You can rename the trigger Power Dialer for easy identification.

Proceed to add the “Manual Call” action to the workflow. This is the only action needed for the basic setup.

Ensure to Publish and Save the workflow.

Adding Contacts to the Power Dialer

There are two primary methods to add contacts to your Power Dialer workflow:

For Existing Contacts

Navigate to Contacts. Under the Smart List tab, you will find the existing contacts in the CRM. Select the contacts you wish to add and choose**** “Add to Automation”****.

Add a description (1), then search and select your Power Dialer workflow (2). For the contacts, you can choose to “Add all at once”, “All at scheduled time”, or “Add in drip mode” (3) and then click on “Add to Automation” (4).

For New Contacts (Importing)

Click on “Import Contacts”.

Choose the Contacts option and click on Next.

Upload your CSV file containing the contacts, select how to import contacts, and then select to find existing contacts based on email and phone. Click on Next to continue.

Make sure to Map the fields accordingly.

Add the contacts to the Power Dialer workflow, ensure you tag them with your Power Dialer tag, click on the consent box, and then select Start Bulk Import to import the contacts.

Using the Power Dialer

Once your contacts are added, you can start making calls by navigating to the Power Dialer and clicking ‘Let’s Start’. The system will automatically dial the next contact in your list, providing a seamless calling experience.

During Calls: You can log the outcome of each call (e.g., answered, no answer), which helps in maintaining accurate call reporting and analytics.
Post-Call Actions: You can schedule follow-ups, add notes, or book appointments directly from the contact’s profile, enhancing lead management and follow-up efficiency.

The Power Dialer is an essential tool for efficient contact management, enabling streamlined communication and improving overall productivity. Automating the calling process and integrating follow-up actions directly within the CRM ensures no opportunity is missed. With proper setup, tagging, and usage, the Power Dialer workflow can significantly enhance your calling strategy and lead management.

Troubleshooting and Tips

Ensure Accurate Tagging: Properly tagging your contacts is crucial for the Power Dialer to function correctly. Double-check your tags if you encounter issues.
Workflow Activation: Make sure your Power Dialer workflow is published and active.
Refreshing Contacts: If newly added contacts don’t appear immediately, give it a few moments or refresh the page.

FAQs

Can I customize the time between calls?

Yes, the CRM allows you to set a buffer time between calls for better call management.

How do I access call reports?

Navigate to Reporting then Call Reporting to view detailed analytics of your calls.

Can I listen to recorded calls?

Yes, you can access recorded calls either from the contact’s activity log or through the call reporting section.

Marking calls as completed

Managing call statuses efficiently is crucial for maintaining accurate records and streamlining your communication processes. In this guide, we’ll walk you through the steps to set up your system so that calls are automatically marked as completed. By configuring your phone number settings and creating automated workflows, you’ll ensure that your call tracking is precise, saving you time and enhancing your CRM’s functionality.

Setting Up Your Phone Number

Before diving into workflows, it’s essential to configure your phone number settings correctly to improve the accuracy of call reporting. Access Phone Numbers: Start by accessing the settings menu in your CRM, then click on the “Phone Numbers” section to view your list of phone lines.

Configure Call Timeout: Find the phone line you wish to adjust and set the ‘Call timeout’ to 20 seconds. This adjustment helps to prevent voicemail boxes from being recognized as ‘answered calls.’ 📌 Note: Utilizing the Call Connect feature can further enhance call reporting accuracy. When enabled, the call receiver must press a key to connect, which helps to distinguish live answers from voicemail pickups. If you activate this feature, remember to update your whisper message to instruct the receiver on the necessary action.

Setting Up Your Workflow

After configuring your phone number settings, the next step involves creating a workflow to automate the process of marking calls as completed.

Go to Automation: In the CRM, navigate to the Automations tab and select “Workflows.”
Create a New Workflow: Opt for a New, Blank Workflow to start from scratch.

Name Your Workflow: Give your workflow a descriptive name, such as “Call Status: Completed,” for easy identification.

Add a Call Status Trigger: Incorporate a “Call Status” trigger and apply a filter for the specific call status you’re targeting (e.g., answered calls).

Use an Add Tag Action: Implement an “Add Tag” action to label the contact with a tag that corresponds to the call status (e.g., “completed”).

Publish and Save: Once your workflow is set up, publish it to make it active, and save your changes.

Pro Tip: To manage multiple call statuses efficiently, consider using the “If/Else” action to create branches within your workflow. This allows you to add different triggers for each call status and streamline the process of marking leads accordingly.

By following these steps, you can effectively automate the process of marking calls as completed, ensuring that your call records are accurate and up-to-date. This not only improves your workflow efficiency but also allows for better tracking and analysis of your communication efforts. With these configurations in place, you’ll have more time to focus on what truly matters—building stronger relationships with your customers.

FAQs

What if calls are still being marked as completed when they go to voicemail?

Double-check your phone number settings, particularly the Call Connect feature, to ensure it’s enabled and configured correctly. Also, review your workflow to confirm the correct triggers and actions are in place.

Can I automate marking calls with other statuses besides completed?

Yes, you can create additional workflows or branches within an existing workflow to handle different call statuses, such as missed or voicemail, by using specific triggers and tags.

Workflow settings

Notifications provide immediate alerts when a workflow encounters errors, allowing you to quickly identify and address the problem. By staying informed about errors as they occur, you can take swift corrective actions, minimizing any potential downtime. This is particularly important in workflows that are critical to customer interactions, sales processes, or other key business operations. By following this guide, you will learn how to leverage email notifications to maintain operational efficiency and minimize the risks associated with workflow disruptions.

Accessing Workflow Settings

Begin by navigating to the Automation section from your account Dashboard, and then select the Global Workflow Settings tab located on the upper panel. This will direct you to a detailed settings page where you can configure your email notification preferences.

Customizing Notification Preferences

Here, you can manage your email notification preferences. By default, this option is toggled “on,” ensuring that all account administrators receive immediate email notifications when an error occurs within a workflow. This proactive alert system helps you stay informed of any workflow failures, allowing you to take swift action to maintain a consistent and reliable customer experience.

To customize the recipients of the notifications, select the desired users from the dropdown menu. This option provides you with greater control over who receives alerts, allowing you to tailor notifications to specific individuals based on their roles and responsibilities.

��NOTE: Users will receive only one email every 24 hours, with additional notifications sent if new errors are detected after these 24 hours. Once you are satisfied with your configuration, be sure to click the Save button to apply and maintain your changes.

Auto Save

The Auto Save feature makes crafting workflows even easier. When enabled, it retains your changes automatically, so you don’t have to worry about losing any updates you make.

Pause Workflow

The Pause Workflow feature allows you to temporarily stop specific workflows, or all workflows, within a chosen date range. You can also set date ranges to repeat annually, automatically pausing the selected workflows on these dates every year.

Setting Up Workflow Pausing

In Global Workflow Settings, scroll down to Pause Workflow, choose the Start Date and End Date for the period you want the workflows paused, and then select the workflows you wish to pause from the list. You can choose “All Published Workflows” or individual workflows as needed. Tick the “Annually” checkbox if you want the workflows to pause on these dates every year. Use the Clone or Delete icons to duplicate or remove date ranges as needed. Click the ****Save ****button to apply the changes.

Example Use Case

If you want to pause workflows during the holiday season, like from December 25th to January 2nd, to avoid sending communications during that time, simply set the date range, select the workflows, and save.

Reviewing Errors

If any errors are detected in your workflows, they will be displayed in the Workflow Needs Review tab. To acknowledge these errors, mark them as read. To view the details of the errors, click on the Workflow Name. This action will redirect you to the Execution logs, where you can examine the specific errors within the workflow. Once reviewed, ensure you mark the errors as read to indicate that they have been addressed.

By configuring your notification preferences and staying informed of any issues as they arise, you can ensure timely corrective actions and uphold the reliability of critical workflows. Following this guide will help you leverage notifications to keep your business processes running smoothly and enhance overall performance.

FAQs

How do I pause workflows on specific dates?

Go to Global Workflow Settings, select the date range you want, choose the workflows to pause, and click Save. You can also set the date range to repeat annually if needed.

Can I set workflows to pause automatically on the same dates every year?

Yes, check the “Annually” option when setting up a date range. This will ensure that workflows pause on the same dates each year.

What is the maximum time limit I can pause workflows?

You can pause workflows for a maximum of 15 days within a single date range.

Can I apply multiple date ranges for pausing workflows?

Yes, you can add up to 15 date ranges. However, they should not overlap for the same workflow.

Who can access the pause feature for workflows?

The pause feature is only available for Admin roles.

Settings tab

The settings tab within workflows allows for comprehensive management of communication, contact engagement, conversation tracking, and workflow sequences. It’s essential to review this tab when creating workflows to ensure communications are sent at the right time. Navigate to the workflows section of your account and select a workflow to begin.

Switch to the Settings tab to begin managing your preferences.

Contact Management

Allow Re-Entry

This setting determines whether a contact can re-enter the workflow after completion or removal. When enabled, contacts may revisit the workflow, provided they are inactive. However, workflows with appointment or invoice-based triggers will accept contacts multiple times regardless of whether “Allow Re-Entry” is activated.

Allow Multiple Opportunity

Enables a contact with multiple opportunities to initiate separate executions within the workflow. Each opportunity triggers a distinct workflow execution for the same contact. Even if ‘Allow Re-entry’ is disabled, all opportunities will continue to be processed individually within the workflow.

Stop on Response

Enabling this feature automatically ends the workflow for a contact once they respond to any workflow-generated message, giving you full control over the interaction flow.

Communication Management

Timezone

Workflow actions can be set to either the Account Time zone or Contact Time zone. Choosing “Account Timezone” ensures all actions occur according to your business’s time zone, ideal for events scheduled around your business hours. In contrast, selecting “Contact Timezone” ensures actions are executed based on the contact’s local time, which is useful for global audiences.

Time Window

The Time Window feature restricts actions to a specified timeframe. If an action is triggered outside of this window, it will be delayed until the next available time window. Disabling this option allows messages to be sent at any time.

Sender Details

Default sender details (name and email) can be set for outgoing emails, but these can be overridden in individual email actions within the workflow.

From Number

Specify the phone number in which the SMS communications should originate from.

Conversations - Mark as Read

This setting ensures that automated messages from a workflow are marked as read in the conversation tab. By default, workflow messages appear as unread, but enabling this feature helps keep the conversation tab organized.

By reviewing and configuring these settings appropriately, you can ensure that your workflows operate smoothly, messages are sent at the right time, and contact management remains efficient.

Enrollment history tab

The Enrollment History Tab within workflows provides a list of contacts who have entered the selected workflow. It displays important details, including the contact name, the date each contact began the workflow, and their current status, and allows you to access additional information such as their contact path and execution history. Select a workflow from the Automation tab to get started.

Workflow Title

The title of the workflow is shown at the top center of the page. To rename the title, simply click on it and enter the new name in the provided field.

Enrollment History

Beneath the workflow name, click on the Enrollment History option to access detailed information regarding contact enrollment and activity within the workflow.

Filter By Date

Easily filter contacts by the date enrolled by selecting a desired time frame from the dropdown menu.

Filter By Status

To view contacts with a certain status, click on the Events dropdown menu and choose the specific status. Utilize the search bar to streamline your search process.

Filter by Contact

If you are navigating a lengthy list of contacts, you can efficiently search for a specific customer by typing their name in the “Select Contact” box on the right.

Refresh

Click the refresh icon to update the enrollment history and display the most current data.

Enrollment History Table

The Enrollment History table offers a detailed list of all data related to actions performed on contacts. This includes:

Names of the contacts added
The trigger that enrolled the contact in the workflow
Date and time the contacts entered the workflow
Current Action being performed on the contacts
Status of the contacts
The scheduled date and time for the upcoming action on contacts. Contacts who have completed the workflow will not have data displayed in this field.
Actions column

In the Actions column, you can review each contact’s execution history (1), view their execution path (2), advance the contact to the next workflow step (3), or remove the contact from the workflow (4). For contacts who have already completed the workflow, only their execution history and path will be accessible.

Consistently assess the enrollment history of your workflows to confirm that contacts are being added to your workflow as intended. To learn more about the other workflow settings, please explore the other articles in this section.

Execution logs tab

The Execution Logs Tab in Workflows provides an overview of every action customers take during the workflow process. By using this tab, you can make sure that your workflow operates effectively and identify any potential issues that may arise during execution. Select a workflow from the Automation tab to get started.