Workflow Manager Overview

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

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

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.