Workflows are essential tools for managing and automating key processes in the 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 let businesses deliver personalised 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 the 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.

  1. Start from Scratch: By clicking this option, you will create your workflow from scratch with a fresh, clean slate for your automation, with the ability to add your triggers and actions.
  2. Build Using AI: Enter suitable prompts to guide the AI tool to create a workflow with suitable actions and triggers.
  3. Select from Template: Utilise workflow templates to streamline your processes, allowing for quick and efficient setup of automated sequences tailored to your business needs.
  4. Import from a campaign: This option allows you to select campaigns you have created as a guide to build your new workflow.
  5. Company-Based Workflow: Click this button to manage changes in company objects.
  6. Custom Object-Based Workflow: This option lets you create workflows to manage changes in Custom Object associations.

How to Create a Personalised 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, click choose the template to add it to your account and start editing it.

How to Customise 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, letting you build the automation with ease.

Create Folder

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

By creating a folder, you can create multiple workflows for objectives. To achieve that objective, create a series of workflows that will pass every lead from one stage to another. In simple terms, having a folder helps you stay organised 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 your new folder.

Folder Details

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

  1. Name: Displays the title of each workflow, helping you identify them at a glance.
  2. Status: Indicates whether the workflow is in Draft or Published mode.
  3. Total Enrolled: Shows the total number of leads or customers currently enrolled in the workflow.
  4. Active Enrolled: Highlights the number of leads or customers actively moving through the workflow.
  5. Last Updated: Keeps track of the most recent changes made to the workflow.
  6. Created On: Records when the workflow was first created for reference.
  7. 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:

  1. Edit Workflow: Access the workflow builder by clicking this option.
  2. Rename Workflow: Use this button to modify the name of the workflow.
  3. Open in New Tab: Click here to open the workflow in a new window tab.
  4. Draft/Publish Workflow: This button allows you to switch a Published workflow back to Draft mode or vice versa.
  5. Move to Folder: Seamlessly move the workflow to a folder by clicking this option.
  6. Duplicate Workflow: This button enables you to clone the workflow.
  7. Delete Workflow: This button provides the option to delete the workflow.

Implementing Personalised Workflows

Creating personalised workflows involves setting conditions that tailor the CRM's actions based on the customer's previous interactions with your business. This ensures 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

Q: Can I use workflows for other processes besides appointments?

  • A: Absolutely! Workflows can be customised for various scenarios, including lead nurturing, customer onboarding, and service reminders.

Q: How do I know if my workflow is effective?

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

Q: Can workflows integrate with other tools?

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