Workflow Manager Overview
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    Workflow Manager Overview

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    Article Summary

    What is the Workflow Manager?

    A digital process might require more than one step, 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






    Role Name

    Enables to assign a custom role to the step

    • Custom roles are created using the Process Settings screen (for additional information see the Configuring a Workflow article)
    • If roles were created the Role Name will indicate it by displaying the following message: "None"
    • If no roles were created the Role Name will indicate it by the displaying the following message: “No roles in model”
    • If a custom role is defined as a default, it will be automatically assigned to every new created step


    Step Name

    Displays the name of the Webflow connected to the step


    Step Type

    Displays the step type:

    • Webflow
    • Service

    The first step will always be Webflow by default


    +Add New Step

    Enables to add a new step:

    • WebFlow
    • Service

    Adding a Service type step is not covered in this manual



    • Enables to configure automatic communication channels for different phases of a step
    • Displays the output configuration window

    For additional information, see the Output Configuration Window section


    Enables to re-order the steps

    Sequence Number

    Displays the sequence number of the step

    Delete Step

    Enables to delete a step

    Step Options

    Displays additional step options

    Enables to:

    • Copy Step ID - a unique ID for each step

    The Step ID can be used for different conditioning when using the Model Condition feature, for additional information see the Conditions article 

    • Set Condition:
      • Enables to set a step condition
      • Displays the Step Condition window
    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.
    Each condition must have at least one logical expression with a Selector, Operator, and Value. Clicking the + Add button (6) will add more.

    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) then 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:

    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







    Back to Step Configuration

    Enables to save the configuration and navigate back to the output configuration window



    Email Name

    • Displays the name email, New Output by default
    • Enables to edit the email name



    Enables to add the recipients of the email, either statically by writing an email address or dynamically

    Dynamic recipients are selected from a production or a development environment by selecting appropriate transaction data items



    Enables to add header/footer templates to the email

    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



    Enables to enter the subject of the email 


    Enables to select the language the email will be written in 

    Email Content


    Email Editor

    Enables to write the content of the email and to add a link to the digital process by writing: {{link}}

    • The editor is an HTML editor
    • Only When adding a new output communication channel (email or SMS) for the Start phase of a step it is possible to add a link ({{link}}) to launch the process




    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
    This option will appear only if one or more PDF files were uploaded to the Builder platform


    User Files

    Enables to add one or more files that were uploaded to the process as attachments to the email 
    This option will appear only if one or more files were uploaded to the process


    Model As

    Enables to send transaction data items and metadata created by using the Model as an attachment in three different file formats:

    • JSON
    • XML
    • CSV  



    Enables to view the content of the email editor



    Reply Preferences

    • When checked - enables to use a custom reply-to email address
    • When not checked - disables the option to use custom reply-to email address


    PDF Encryption

    Enables to encrypt attached PDF documents with a password and/or with values (transaction data items/metadata) from the Model 



    • Enables to set conditions that will prevent the email from being sent, each condition has at least one with logical expression with a: 
      • Selector - a transaction data item or metadata item from the Model
      • Operator:
        • is
        • isn’t
        • greater than
        • less than
      • Value - a string that is compared against the Selector according to the selected Operator to trigger the condition 
    • Enables to set co browsing permissions of a representative according to the selected role
    The permissions for a role are set using the Model Permissions feature and will override the default co browsing permissions (for additional information see the Model Overview and the Permissions articles)

    The SMS Details window is similar in its structure to the Email Details window but contains fewer options:

    When the email is created for the Complete phase, the Attachments section also conations option to send an Audit Trail as a JSON or PDF files. For additional information, see the Audit Trail article or contact our support team. 

    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 an 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.
    The time in which the auto-reminder will be sent is determined according to the Timezone defined on your environment servers. 

    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.

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