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 from which the SMS communications should originate.
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.
Frequently Asked Questions #
Where do I find the workflow settings? #
Open the Workflows section, select a workflow, and switch to the Settings tab to manage communication, contact, and conversation preferences.
What does Allow Re-Entry do? #
It controls whether a contact can re-enter the workflow after completing or being removed. Note that appointment and invoice-based triggers admit contacts multiple times regardless of this setting.
How does Allow Multiple Opportunity work? #
It lets a contact with multiple opportunities run separate executions, one per opportunity, even when Allow Re-Entry is disabled.
What is the difference between Account Timezone and Contact Timezone? #
Account Timezone runs actions according to your business’s time zone, while Contact Timezone runs them based on each contact’s local time, which is ideal for global audiences.
What happens if an action triggers outside the Time Window? #
The action is delayed until the next available time window. Disabling the Time Window allows messages to be sent at any time.
Can I keep workflow messages from cluttering the conversation tab? #
Yes. Enable the Conversations – Mark as Read setting so automated workflow messages are marked as read instead of appearing as unread.
