Workflows are essential tools for managing and automating key processes in your CRM, ensuring efficiency and consistency. At their core, workflows are a sequence of actions triggered by specific events, designed to move leads and customers through various stages of engagement. Whether you’re nurturing leads, onboarding clients, or sending reminders, workflows enable businesses to provide personalized and timely interactions. This guide walks you through building and managing workflows effectively.

Key Components of a Workflow #

• Triggers: Events that initiate a workflow. For example, a new lead enters the system.
• Actions: Tasks performed when a trigger is activated. These can include sending emails, creating tasks, or updating records.
• Conditions: Criteria that determine the path a workflow follows. For example, if a contact is tagged as a “new lead,” they might receive a different set of emails compared to a “returning customer.”

To begin creating a new workflow, navigate to the “Automation” section within your CRM. The “Workflows” tab will be opened, displaying a list of your workflows and workflow folders. Click the “+ Create Workflow” button to start building your workflow.

Select an Option to Begin Constructing Your Workflow #

Choose how to build your workflow; you have six options.

• Start from Scratch: Create your workflow from a fresh, clean slate, with the ability to add your own triggers and actions.
• Build Using AI: Enter suitable prompts to guide the AI tool to create a workflow with appropriate actions and triggers.
• Select from Template: Utilize workflow templates to streamline your processes, allowing for quick and efficient setup of automated sequences tailored to your business needs.
• Import from a campaign: Select campaigns you have created as a guide to build your new workflow.
• Company-Based Workflow: Click this button to manage changes in company objects.
• Custom Object-Based Workflow: Create workflows to manage changes in Custom Object associations.

How to Create a Personalized Workflow #

Starting from Scratch #

Determine what initiates the workflow. In this case, it could be when a customer books an appointment.

Using a Template #

Select the template you want to use to get a preview. If you like what you see, choose the template to add it to your account and start editing it.

How to Customize a Workflow #

Set Conditions #

Use conditions to segment customers based on their history. For example, check if the customer has a “first appointment” tag.

Configure Actions #

Based on the conditions, set up different actions. First-time customers receive the formal introduction and Card, while returning customers get a straightforward confirmation.

Save and Publish #

Publish your workflow, then save it to ensure all updates are accurately reflected.

Test and Refine #

Always test your workflows to ensure they operate as intended. Make adjustments based on performance and feedback. To ensure several objectives are achieved, you may want to create multiple connected workflows.

Build Using AI #

Outside of the Create Workflow button, you can click the Build using AI button to launch the prompt window. Once you have submitted your request, your workflow will be generated within seconds, allowing you to build the automation with ease.

Create Folder #

Creating folders can help tremendously with organizing each workflow for the leads that need propelling from one stage to another. Setting up a folder is easy with just the click of the New Folder button located in the top right corner of your screen.

By creating a folder, you can group multiple workflows for related objectives. To achieve an objective, create a series of workflows that will pass every lead from one stage to another. In simple terms, having a folder will help you stay organized when you need your lead to go through different stages.

Naming a Folder #

Once you click the button, a popup will appear for you to name your new folder. Once you have your new folder name typed in, click the save button to create it.

Folder Details #

Click on the created folder to be directed to the details of the workflows contained. You will see the:

• Name: Displays the title of each workflow, helping you identify them at a glance.
• Status: Indicates whether the workflow is in Draft or Published mode.
• Total Enrolled: Shows the total number of leads or customers currently enrolled in the workflow.
• Active Enrolled: Highlights the number of leads or customers actively moving through the workflow.
• Last Updated: Keeps track of the most recent changes made to the workflow.
• Created On: Records when the workflow was first created for reference.
• Stats: Provides a quick summary of workflow performance, including engagement and completion rates.

Actions #

The actions dropdown beside each workflow allows you to perform a variety of tasks:

• Edit Workflow: Access the workflow builder by clicking this option.
• Rename Workflow: Use this button to modify the name of the workflow.
• Open in New Tab: Click here to open the workflow in a new window tab.
• Draft/Publish Workflow: Switch a Published workflow back to Draft mode or vice versa.
• Move to Folder: Seamlessly move the workflow to a folder.
• Duplicate Workflow: Clone the workflow.
• Delete Workflow: Delete the workflow.

Implementing Personalized Workflows #

Creating personalized workflows involves setting conditions that tailor the CRM’s actions based on the customer’s previous interactions with your business. This ensures that the messaging is relevant and timely, enhancing the customer experience.

Example Scenario #

Imagine you want to send different messages to a customer who is booking an appointment for the first time versus a returning customer. For the first-time customer, you might want to send a more formal introduction and include your contact Card. For a returning customer, a simple confirmation message might suffice.

Troubleshooting Tips #

• Workflow Not Triggering: Ensure the initial trigger is correctly set up and that there are no conflicting conditions.
• Incorrect Messaging: Double-check your conditions and actions to ensure the right messages are sent to the right segments.

Frequently Asked Questions #

Can I use workflows for other processes besides appointments? #

Absolutely. Workflows can be customized for various scenarios, including lead nurturing, customer onboarding, and service reminders.

How do I know if my workflow is effective? #

Monitor engagement metrics such as open rates, click-through rates, and conversion rates. These indicators will help you gauge the effectiveness of your workflows.

Can workflows integrate with other tools? #

Yes, the CRM integrates with a wide range of tools, allowing you to automate across different platforms seamlessly.

What are the six options for starting a new workflow? #

You can Start from Scratch, Build Using AI, Select from Template, Import from a campaign, create a Company-Based Workflow, or create a Custom Object-Based Workflow.

What are the three core components of every workflow? #

Triggers (the events that start the workflow), Actions (the tasks it performs), and Conditions (the criteria that determine which path the workflow follows).

How do folders help me manage workflows? #

Folders group related workflows together so you can organize sequences that move leads from one stage to the next, keeping your Automation area tidy and easy to navigate.

Why isn’t my workflow triggering? #

The most common causes are an incorrectly configured trigger or conflicting conditions. Verify the trigger is set up properly and review your conditions for conflicts.