Create and manage workflows

Who can use this feature?

  • All roles with access level "high"
  • Available on all plans

Workflows allow you to create pre-built workflows to automatically assign new tasks, send personalized emails, and update field values. Customers enter a workflow based on custom criteria or journey stage.

Refer to this article for build resources and examples of common workflows.

Suggested uses

Workflows provide powerful automation to help your team maximize efficiency and provide a consistent customer experience:

  1. Accelerate implementation and onboarding: Sequence tailored communications to drive adoption among new customers and/or new users
  2. Mitigate churn risk: Proactively identify risk based on usage drops, and automatically engage customers
  3. Strengthen adoption: Monitor changes in customer health and alert the account team to investigate.
  4. Standardize renewal management: Re-engage customers ahead of their upcoming renewal and automate critical tasks at each step
  5. Maximize account growth: Identify upsell opportunities sand automatically engage customers when nearing license utilization
  6. Customer journey action plans: Provide consistent action plans across the customer journey to help customers attain goals within each journey stage

Create a new workflow

You can create workflows for account, opportunity, contact, or additional objects. Once created, workflows are saved as drafts until you enable them.

  1. From the sidebar, click Workflows.

  2. Click Create workflow.

    You can also duplicate another workflow so you don't have to start from scratch! Everything is duplicated except the object type.

  3. Add a name for the workflow and provide a description (optional). A description helps your team understand the purpose of the workflow when they are assigned workflow actions.
  4. From the "Workflow Type" drop-down, choose the object for the workflow.
    The object selected determines the type of triggers available.
  5. Click Create.
    The workflow is created and the Flow Builder appears. Use this screen to set entry conditions, actions, and branching logic to create a workflow. 

Define workflow entry conditions

Entry conditions tell Catalyst when a participant (record) qualifies for the workflow (e.g., license utilization is 80% or health is at risk). As you apply conditions, the number of matching records is indicated in real-time.

  1. Within the workflow Flow Builder, click Add Conditions.

  2. Choose to add individual filters, add a filter grouping, or duplicate the filters from an existing segment. You can use any existing data point on the object or related objects.

    Learn more about cross-object queries.

     

  3. If the workflow should run as a result of a customer entering a particular journey stage, click +Attach Journey to select the stage to associate. Attaching a journey applies the selected stage's goals and duration criteria to the workflow's entry conditions.

    Avoid using additional workflow triggers that conflict with the goals applied to the associated stage. Do not apply a "stage" filter to the workflow that is used by the customer journey (e.g., Stage = Foundation).

    If a journey stage is applied, you can optionally use unique journey filters for "Days left in stage" and "Stage goal."

  4. Choose whether to allow manual entry into the workflow, even if conditions aren't met.
  5. Click Save.

    Once entry conditions are set, you can start adding workflow actions and logic. Changes are updated as you work (automatic save).

Add workflow actions

Workflow actions tell Catalyst what automation to execute along the sequence. Within the Flow Builder, you can choose from the following automated actions to apply anywhere in the flow:

  1. Task: Create a task and assign to a Catalyst user
  2. Email: Send an email to the customer
  3. Field update: Update a field with a new value

Each stem of the workflow creates a new "step" (shown with a dotted line). You can have up to 10 actions per step.

  1. From within your workflow flow, click the + button.

    You can re-order an action once you add it, as long as it is not used as part of branch logic later in the flow (applies to tasks and emails). You can also duplicate actions so you don't have to start from scratch.

  2. Choose the action you want to configure (see related articles for more details).
  3. Click Add.

Add workflow logic

Workflow logic tells Catalyst when and how to proceed through the sequence. Within the Flow Builder, you can choose from the following logic to apply anywhere in the flow:

  1. Delay: Wait for a period of time or another workflow action fires before advancing. Delays are critical to ensuring a workflow runs smoothly. Add them between actions and branches.
  2. Branch: Create different paths based on specific customer data (e.g., health is at risk) and action data (e.g., email not opened)

Each delay or branch creates a new "step" in the workflow. Each branch can have a maximum of 30 steps; multiple actions within the same step count as one. 

Add a delay

Add a delay anywhere in your flow, but you cannot stack delays on top of each other. Catalyst also prompts you to add a delay after adding a workflow action (recommended).

  1. From within your workflow flow, click the + button.

    You cannot re-order a delay once you add it, so be sure to verify the location.

  2. Choose Delay.
  3. Choose between the following:
    • Wait until a specific condition is met (recommended). Choose an existing workflow action (task or email) and related results. Additionally set a maximum time limit to wait for the condition, before proceeding in the flow even if the condition is not met. 
      • Task filter options: Is marked complete

      • Email filter options: Any recipient has replied, opened, clicked, been delivered to, bounced, dropped, been approved, been rejected 

        Catalyst checks conditions on responsive delays every 10 minutes. Email filters based on "reply" requires senders to have their email account authenticated.

    • Wait for a fixed amount of time. Set the defined time period to wait before advancing to the next step (days or months).

      Days are calculated by calendar days, not business days.

  4. Click Add.

 

Add a branch

Add a branch anywhere in your flow, but certain branch types can only be used once an action is present in the flow (see details below). You can add branches within branches.

Deleting a branch step deletes everything below it; deleting a specific branch (within a branch step) deletes only that specific branch and everything below it. If you want to preserve actions within a branch, drag-and-drop them to another step prior to deleting a branch.

  1. From within your workflow flow, click the + button.

    You cannot re-order a branch once you add it, so be sure to verify the location. You can re-order multiple checks within a branch.

  2. Choose Branch.
  3. Choose how to set up the branch:
    • Branch based on customer filters. Create paths based on customer fields, like industry or product usage. You can apply multiple filters and advanced logic and across objects within a check. You can also add multiple checks (up to 10 additional).
    • Branch based on workflow action filters. Create paths based on action results, like if an email is opened or task completed. (Placement of the branch requires actions in the flow to exist above the branch node.)
      • Based on: Choose the action type upon which all checks in this branch are based.
      • Check if: Choose from the available actions for the selected type. You can add multiple checks for the same action type, with one filter per check. Re-order as needed to determine priority. Be sure to name each check so you can see them in the Flow Builder.
        • Task filter options: Is marked complete, is incomplete

        • Email filter options: Any recipient has replied / not replied, not authenticate, opened / not opened, clicked / not clicked, been delivered to, bounced, dropped, been approved, been rejected, not been actioned

          Email filters based on "reply" requires senders to have their email account authenticated.

  4. Click Save.
    If no condition of the branch checks are met, the sequence continues.

Configure workflow settings

The Settings tab within each workflow is where you can define key behaviors for effectiveness and entry/exit parameters. 

  • Name and description: We recommend providing a description so that your teams have context on the purpose of the play and why their customer entered. 
  • Objective: Set an objective based on a customer field to measure the impact of your workflow (e.g., objective is met when account % seat utilization is greater than 40).

    You can set one objective per workflow, one field per objective. Once configured, you can:
    • Automatically exit customers from a workflow once an objective is met (see exit logic below)

    • Track overall objective performance and participant breakdown. Visualize performance trends up to 30 days post-exit to assess impact

      Think about the purpose for creating this workflow—what are you trying to achieve? We recommend setting the objective before you build out your flow, so you can anchor on this metric as you define the process and actions to drive it.

  • Additional workflow eligibility: Specify the eligibility of participants to enter additional workflows.
    • All participants to enter all other workflows (default): Participants enter all additional workflows while they are participants of this one.
    • Do not allow participants to enter ANY other workflow: Participants do not enter any additional workflows while they are participants of this one.
    • Do not allow entry to specific workflows: Participants do not enter any of the workflows specified here, as long as they are participants of this one.
  • Re-entry: Choose the frequency at which a participant can re-enter the workflow.

    • Allow multiple re-entry (default): Participants can re-enter the workflow if they qualify, but only if they stopped qualifying first (e.g., entry conditions change at least once in between their last exit and next re-entry). Optionally set a timeframe to specify the number of days or months after which the participant can re-enter the workflow.

      Example: A customer enters a renewal workflow with the criteria "Renewal is within the next 90 days." The customer goes through the flow, and exits the workflow 5 days before renewal. The customer technically still qualifies for the workflow, since they’re within 90 days from renewal; however, the customer won't re-enter the workflow once entry conditions have changed at least once.

    • Allow unlimited re-entry: Participants can continuously re-enter the workflow if they qualify, even if entry conditions have not changed between the previous exit and re-entry. Use this option to create recurring workflows. Optionally set a timeframe to specify the number of days or months after which the participant can re-enter the workflow.


      Example: You want to send a monthly customer an overage notice any time they have an overage or you want a particular task to occur every x amount of days)

    • Do not allow re-entry: Participants can only enter this workflow once, even if entry conditions are met more than once.

      Example: A customer enters a renewal workflow with the criteria "Renewal is within the next 90 days." The customer goes through the flow, and exits the workflow 5 days before renewal. The customer technically still qualifies for the workflow, since they’re within 90 days from renewal; however, the customer won't re-enter the workflow once entry conditions have changed at least once.
       

      Re-entry is calculated based on the exit date of the last workflow run. If you edit re-entry conditions after a workflow is enabled, all in the workflow customers will abide by the new re-entry criteria upon exit. If the customer had previously exited, Catalyst uses the exit date to calculate re-entry (if applicable).  Let's say you edited a workflow that had no re-entry and changed it to allow re-entry after 90 days. Customers who already exited would re-enter based on the date the change was made (e.g., if at day 1-90 post-exit when the setting changed, they would re-enter at day 90; if at day 100 post-exit when the setting was changed, they would re-enter immediately). 

  • Exit logic: Choose when a participant should be removed from the workflow, if an objective is set (see above).
    • Exit workflow when the objective is met: Participants exit the workflow as soon as the objective is met.
    • Stay in workflow after the objective is met: Participants remain in the workflow until the end of the flow, even if the objective has been met.
  • Exit overrides: Use filter logic to determine when a customer should be removed from this workflow, regardless of their place in the flow. Use filters with advanced logic to set your preferred conditions.

    Example: If a customer is in a renewal workflow but they renew early, remove them from the remaining sequence in the flow.

Enable a workflow

When you are done configuring your workflow, you can launch it to start the flow processing. A workflow can be enabled once there is at least one entry condition and one action. Once enabled, you can see the number of customers in a delay from within the Flow Builder and click to view details. You can also see workflow action insights.

  1. From within the workflow, click Enable.
  2. Choose the launch options:
    • Run the workflow now for all qualifying customers as well as customers that qualify in the future.
    • Do not run the workflow immediately; only for contacts that qualify in the future. (This cannot be changed after enabling the workflow.)
  3. Click Enable & Launch.
    Once enabled, it may take several minutes for actions to execute. Going forward, workflows continue to run on a regular interval.

Editing a live workflow

Once a workflow is enabled, you can edit existing steps, but you cannot add or remove steps.

  1. Within the workflow, click the Enabled drop-down.
  2. Choose from the following:
    • Pause new entries: Do not allow new customers to enter, but existing customers in the flow will remain until finished. 
    • Disable: The workflow will stop running. All customers in the flow will be exited, and you can begin making changes.

Refer to the following table for detailed actions. Structural Change = creation or deletion of a step (branch, action, delay). Non-structural change = editing of *entry conditions, action templates, delay time frame, branch names and criteria. 

State Description Edit capabilities
Draft Workflow is in a draft state when it is first created and has not yet been enabled. Once enabled, a workflow cannot return to the draft state. Any step and make any type of edit to the workflow.
Enabled Workflow can be enabled once there is at least one entry condition and one action. Workflow is live and customers are actively entering it. Structural changes are not allowed. Non-structural changes are allowed. Edits apply to both current customers in the PB who haven’t yet reached that step and new customers who will enter the workflow.
Paused Pausing prevents any new customers from entering, but allows existing customers to go through the remainder of the flow and then exit. Purpose of pausing is to finish the run for existing customers (so they don’t get kicked out), then disable the workflow to make structural changes. No structural changes can be made, but non-structural changes can be made. Edits apply to current customers in the workflow who haven’t yet reached that step.
Disabled Disabling removes all customers from the workflow. If workflow is re-enabled, customers previously removed mid-flow will re-enter (depending on re-entry conditions set) at the beginning, not where they left off. Structural and non-structural changes are allowed. Changes are auto-saved as you work.

*Edits made to entry conditions won’t impact customers currently in the workflow

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