Lesson 7: Creating Custom Workflows
What is a workflow?
A workflow is a series of email and text message actions that are automatically sent based on predetermined rules. Workflows should be created to reduce any redundant processes.
What is a Custom workflow?
Custom Workflows can be used for any redundant process such as Customer Onboarding, Life Cross Sell, or Quote Follow Up. Automating emails & text messages will allow you to focus on the households who need a phone call.
Note: The steps to create a Custom Workflow are the same as creating an API Workflow, except that Custom Workflows do not require the Marketing Source as these are not automatically assigned to households. Instead, you have to manually assign the workflow.
Follow these steps to create a Custom Workflow:
- Click "Create Custom Workflow"
- Type in the name of the workflow you are creating.
- Select the staff members who should receive an audible & visible notification within their MVP account when a household replies to an automated text message.
- Choose which staff member you want to receive all email replies from this workflow. Then, choose whose email address you want these emails to come from.
- Other Settings:
On-Failure Settings - If a specific workflow action fails (either due to bad phone number or invalid email), what you would you to happen to the workflow? You can either choose to halt the entire workflow or skip the failed action and attempt to send the next action. Our recommendation is to "Skip Action".
Opt-Out Continuation Options - If a household responds "STOP" to a workflow text, this gives you the option to continue the workflow with your email/task actions.
- Add SMS and/or email actions. Type in the action templates of your choice.
7. Select the amount of time you would like between each action - read below to learn about action timing
8. Once the workflow has completed all actions, you can have MVP automatically transition to an X-Date workflow. Please click here to read about how to set up an X-Date workflow.
Note: Keep in mind, if they respond via text to any of the automated text actions OR if someone logs a call as "Answered" or "Inbound" it will automatically halt the workflow. This means it will NOT transition to an X-Date Workflow.
9. Save Workflow!
In API Workflows, you will choose what time you want the 1st action to occur after the lead comes in. In the second action, you will choose how much time you want it to occur after the 1st action was completed. And so on for each action.
NOTE: The actions will only go out between 8 AM and 8 PM per TCPA Compliance. This is based on the time zone in your organization settings. You can change these times within your Workflow Settings.
FOR EXAMPLE: Since these are integrated leads, you'll probably choose to have Action 1 go out immediately. This means that once the lead comes in, they will immediately receive the first action. Then, if you choose "1 Day" for Action 2, that means that the second action will go out 1 day after Action 1. This is because your actions time range is the amount of time after the LAST action occurred.
IMPORTANT NOTE ABOUT TEXTING – It is highly suggested that you always make sure you have received consent to text prior to texting any households. Please make sure you have a TCPA compliance message allowing the households to opt out at least once every 30 days. Because of this, it is not recommended to create workflows that involve texting if you are purchasing aged leads.
Editing, Cloning, & Deleting Workflows
From the Workflows main page not only are you able to create workflows, but you can see any workflows that have been created within your agency. These are visible for every staff member. You have the option to edit, clone, or delete workflows.
Click “Edit” to edit a workflow that has already been created.
Tip: Reviewing & editing workflows should be done based on the response rates.
Click “Clone” to duplicate an entire workflow.
Tip: If you purchase leads from multiple providers, create one API Workflow, then clone that workflow to create an API Workflow for each lead provider. Make sure to change the name and the marketing source.
Click “Delete” to delete an entire workflow.
Note: Once you delete a workflow, you cannot recover it.
Check out our Workflow Templates for ready to use Custom Workflow!