Workflows

Add actions to a workflow to run them in sequence. Workflows can be started manually or automatically.

Starting a Workflow

• Automatically – create the workflow first, then add a lead type action using the Start Workflow action on the relevant event (e.g. Start Workflow on the event Received).
• Manually – start it from the Workflows menu on the lead.

Trigger Options

• Minute/hour started – triggers actions a set number of minutes or hours after the first action.
• Day started – triggers actions starting at 00:00.
• Date field on lead – triggers actions starting at 00:00, based on a date field on the lead.

Scheduling Actions

Actions can be scheduled to run:

• A set number of days, hours or minutes after a lead is received, a workflow starts, or a stored date (use Minute/hour started).
• At certain times of day, e.g. 09:00, 12:00 or 15:00 (use Day started).
• A set period before or after a Date field on lead.

Additional Controls

• Skip Saturdays / Skip Sundays 
  • With Minute/hour started, no actions run on those days.
  • With Day started or Date field on lead, actions reschedule to the next working day (Saturday > Monday / Sunday > Tuesday).
• Run missed – an action set for, e.g. 09:00 in a workflow that starts at 10:30 only runs if this is selected; otherwise it waits for the next action. Combined with a Skip option, missed weekend actions run on Monday.
• Pause until complete – pauses the next actions until the current one finishes, regardless of Run missed or Day started. Subsequent actions are scheduled from the time the paused action completes.

Common Workflow Examples

Schedule from Minute/hour started – trigger actions a set number of days, hours or minutes after the previous action:

• First action at 2 hours > runs 2 hours after the workflow starts.
• Second action at 2 hours > runs 2 hours after the first action.
• Third action at 3 hours > runs 3 hours after the second action.

Note: the time set on the first action is how long the system waits before running it after the workflow starts

.

Schedule from Day started – trigger actions during business hours or at set times:

• First action at 9 hours → runs at 09:00 (9 hours after 00:00).
• Second action at 3 hours → runs at 12:00.
• Third action at 3 hours → runs at 15:00.

Note: the time set on the first action generates the start time, calculated from 00:00. To trigger at 18:00, set 18 hours.

Schedule from Date field on lead – works like Day started but is based on a date field on the lead. For example, start 2 days before an Installation Date, 7 days after to follow up, 5 days after a Referral Date, or 20 days after a lead is received.

Common dates to start a workflow:

• Received Date – when the lead was received.
• Referral Date – when the lead was referred.
• Internet Delivery Date – when the lead was delivered via the internet.
• Last Note/Call Date – date of the last note or call.
• Next Birthday – the date of birth.

You can also use a date held in an additional field on a lead — these appear in the drop-down once created.

Add an Offset (positive or negative) to shift the start. To begin 3 days before a date, set the Offset to -3.

Note: the time set on the first action generates the start time, calculated from 00:00. To trigger at 18:00, set 18 hours.

Don't Forget…

• If a workflow uses Date field on lead and no date is populated, the workflow won't start.
• The blue text to the left of each action shows when it will run.
• A lead can have several workflows with different triggers, but only one sequence runs at a time — starting a new workflow stops the older one.