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Workflow Manager Overview
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What is the Workflow Manager?
A digital process might require more than one step, and person (spouses, customer, and agent) and may include integrations.
The Workflow Manager provides a way to define the logic, personas (roles), and integrations that take place in a digital process. It also provides the ability to:
- Get an end-to-end overview of your journey.
- Divide a digital process into steps for different roles.
- Orchestrate complex integrations with other systems without disrupting the user journey.
- Skip steps in certain conditions.
- Implement automatic emails and SMSs that will be submitted to the customer to increase completion rates.
How to Navigate to the Workflow Manager?
(See Figure 1)
To access the Workflow Manager, click the Workflow Manager tab (1):
Figure 1: Workflow Manager Tab
Workflow Manager Main Screen
Figure 2, Figure 3, and Table 1 describe the Workflow manager main screen with an automatically added default step.
Figure 2: Workflow Manager Screen with an Added Step 1 of 2
Hovering over a step displays two additional options:
Figure 3: Workflow Manager Screen with an Added Step 2 of 2
Table 1: Workflow Manager Screen with an Added Step
Number | Icon | Name | Description |
1 | - | Role Name | Enables to assign a custom role to the step NOTE
|
2 | - | Step Name | Displays the name of the Webflow connected to the step |
3 | - | Step Type | Displays the step type:
NOTE The first step will always be Webflow by default |
4 | - | +Add New Step | Enables to add a new step:
NOTE Adding a Service type step is not covered in this manual |
5 | - | Configure |
NOTE For additional information, see the Output Configuration Window section |
6 | Re-order | Enables to re-order the steps | |
7 | Sequence Number | Displays the sequence number of the step | |
8 | Delete Step | Enables to delete a step | |
9 | Step Options | Displays additional step options Enables to:
NOTE The Step ID can be used for different conditioning when using the Model Condition feature, for additional information see the Conditions article
NOTE For additional information about conditions |
Step Condition Window
(See Figure 5 and Figure 6)
The Step Condition window enables you to set a condition that determines if a step will be skipped or applied. Each condition has a description (1) at least one logical expression with the following parameters:
- Action (2) - a selection between two options:
- Skip this step if - the step is skipped if a condition is met.
- Apply this step if - the step is applied if a condition is met.
- Selector (3) - a field that will trigger the condition. The Selector can be, for example:
- A Transaction data item within the Model.
- Metadata item within the Model (like an Id of a step).
- Operator (4) - a selection between four options that trigger the condition:
- is.
- isn’t.
- greater than.
- less than.
- Value (5) - a string that is compared against the Selector according to the selected Operator to trigger the condition.
Once you are done configuring the condition click the Ok button (7) to save or the Cancel button (8) to abort.
Figure 5: Step Condition Window
When adding more than one logical expression to a condition, the option to select an operator, and/or, between them becomes available:
Figure 6: Operator Between Conditions
Condition Example
(See Figure 7)
The following condition determines that a step will be skipped (1) if an age (2) (a transaction data item from the Model) is greater (3) than the set Value (in this case 18) (4).
Figure 7: Condition Example
Output Configuration Window
(See Figure 8)
The output configuration window enables you to add new outputs for automatic communication channels - email and SMS, for different phases of a step:
- Start (1) - when starting a new step, upon the initiation of the transaction.
- Auto-Reminder (2) - The reminder will be sent once, after X days, if a digital process was not completed.
- Complete (3) - will be executed upon submission when the customer has finished and submitted the Webflow, for example, sending a thank-you email to a customer.
Figure 8: Output Configuration Window
Output Configuration Window - Start/Complete
(See Figure 9 to Figure 11)
When configuring a Start or a Complete phase (identical options), first, click the + Add New Output button (1) and select the output communication channel from the following options:
- Email (2).
- SMS (3).
- Communication Service (4) (Not covered in this article, for additional information, see the EasySend's Integration Capabilities article).
Figure 9: Start Phase Configuration - Communication Channels
After selecting the communication channel, it appears as an item with the following information:
- Output Name (5) - by default the name of the output is New Output.
- Output Type (6) - according to the communication channel selection.
- Action (7) - enables you to set and edit the selected communication channel by clicking the Edit button (8) (see the Email/SMS Window section).
Figure 10: Start Phase Configuration - Communication Channel Item
When hovering over an item, an additional delete icon (9) appears.
Figure 11: Delete Communication Channel Item
Email Details Window
Figure 12, Figure 13, and Table 2 describe the structure of the Email Details window.
Figure 12: Email Details window 1 of 2
Figure 13: Email Details Window 2 of 2
Table 2: Email Details Window
Number | Section | Icon | Name | Description |
13 | - | Back to Step Configuration | Enables to save the configuration and navigate back to the output configuration window | |
2 | General | - | Email Name |
|
3 | - | Recipients | Enables to add the recipients of the email, either statically by writing an email address or dynamically NOTE Dynamic recipients are selected from a production or a development environment by selecting appropriate transaction data items, for example: customerEmail | |
4 | - | Templates | Enables to add header/footer templates to the email NOTE This option will appear only if templates were previously created using the Output Manager of the Builder platform. For additional information please contact our support team | |
5 | - | Subject | Enables to enter the subject of the email | |
6 | Language | Enables to select the language the email will be written in | ||
7 | Email Content | - | Email Editor | Enables to:
NOTE
|
8 | Attachments | - | Forms | Enables to add one or more PDF files that were uploaded to the Builder platform as part of the process as attachments to the email NOTE This option will appear only if one or more PDF files were uploaded to the Builder platform |
9 | - | User Files | Enables to add one or more files that were uploaded to the process as attachments to the email NOTE This option will appear only if one or more files were uploaded to the process | |
10 | - | Model As | Enables to send transaction data items and metadata created by using the Model as an attachment in three different file formats:
| |
11 | - | Preview | Enables to view the content of the email editor | |
12 | Advanced | - | Reply Preferences |
|
13 | - | PDF Encryption | Enables to encrypt attached PDF documents with a password and/or with values (transaction data items/metadata) from the Model | |
14 | - | Conditions | Enables to set conditions that will determine when an email will be sent:
Each condition has at least one logical expression with a:
NOTE For additional information about Co-browsing permissions, click here. |
The SMS Details window is similar in its structure to the Email Details window but contains fewer options:
SMS Details Window
(See Figure 14)
The SMS Details window is similar in its structure to the Email Details window but contains fewer options:
- Back to Step Configuration (1).
- General section (2) - contains the following options:
- SMS Name.
- Recipients.
- Sender address bar.
- A Condition and a button to add additional conditions.
- SMS Content (3) - contains the SMS editor and a language dropdown.
Figure 14: SMS Details Window
Output Configuration Window - Auto-Reminder
(See Figure 15)
When configuring an Auto-Reminder phase, the options and fields are like the ones under the Start/Complete phases with the addition of options for selecting when the Auto-Reminder will be sent:
- Trigger (1):
- None (default).
- Last Opened - The date the link was last opened.
- Link Sent - the date the link was sent on.
- After a certain number of days (2) - between 0 and 10.
- at (3) - same time as originally sent or a specific time between 12 AM and 11 PM.
Figure 15: Auto-Reminder Phase Configuration - Communication Channel Item
Auto-Reminder Use Case Example
If a notification was set to 1 day after Link Sent, and another notification to 2 day after Last Opened, and the end-customer opened the digital process every day since the link was sent, then, the first notification will be sent the day after but, the second notification will never be sent as there are never two days without the end-customer last opening the link of the digital process.
For additional detailed information on how to configure a Workflow, see the Configuring a Workflow article.