Manage Workflows

Overview

Workflows provide automated processes that allow you to manage campaigns and the follow up activities for leads and contacts. For example, they can be built to automate the sending of email communications for a campaign, with each email being triggered when a specific condition in the workflow is met.

Workflows are built into campaigns - either as one of the assets for a campaign, or as a campaign in their own right. 

For more information about workflows, see About Campaign Workflows.

How to Add a Workflow to a Campaign

In most cases, workflows will already be pre-packaged into a campaign by your supplier. You can add an additional workflow if required, if it includes actions that correspond with the running of the campaign. Your supplier can provide more information about what is available and appropriate for you to use. After adding the workflow, you will personalize and schedule its steps (where available, the options are decided by your supplier).

To add a workflow to an existing campaign, follow these steps:

1. Navigate to Campaigns > My Campaigns.
2. Click the name of the campaign to which you want to add a workflow. This takes you to the campaign details view for this campaign.
3. Click Add Activity.
4. From the dropdown menu, select Workflow. The screen refreshes to a list of available workflows. In this view, you can do the following:

Preview

Click the name of the workflow to see a preview.

Search

Search for a workflow using keywords.

Sort

Sort workflows by Most Recent or Name.

1. Click Activate next to the workflow you want to add. This takes you to the personalization screen for the workflow.

The workflow now appears under Workflows in the campaign. Use the breadcrumb navigation to go back to the campaign. You can now update the workflow's settings, personalize the workflow and enable it in the campaign. You can also update its steps, if permitted by your supplier.

How to Update Workflow Details and Notifications

You can give the provided workflow a new name, configure the sender and reply-to email addresses for its automated messaging, and set up internal notification recipients.

To update workflow settings, follow these steps:

1. Once your campaign is activated, navigate to Campaigns > My Campaigns.
2. Click the name of the campaign that contains the workflow you want to edit.
3. Under Workflows, click the name of the required workflow.
4. Click Edit and navigate to the Settings tab. You can also access the settings by clicking Review next to the Complete this workflow's details and settings task.

5. Update this information as required:

   Parameter	Description
   Details
   Workflow Name	The name of the workflow.
   Sender Name	The name to be shown as the sender of the workflow's automated communications.
   Sender Email	The email address to be shown as the sender of the workflow's automated communications.
   Reply to Email	[Optional] An email address to be provided for contacts to reply to.
   Notifications
   Email	The internal recipients who will receive notifications when each step of the workflow is completed. Add a recipient's email address and click Add. Use the checkbox to enable/disable notifications for each configured user. Specify when each user will receive their notifications by choosing a frequency from the drop down list.

6. Click Save, or Save & Next to move to the Workflow Steps action.

How to Update a Workflow's Steps

If your supplier has given you the option, you can update the steps provided in a campaign workflow so they suit your particular needs or business requirements. You can also choose to skip an action step in the workflow, if this is permitted by your supplier.

To update workflow steps, follow these steps:

1. Once your campaign is activated, navigate to Campaigns > My Campaigns.
2. Click the name of the campaign that contains the workflow you want to edit.
3. Under Workflows, click the name of the required workflow.
4. Click Edit and navigate to the Workflow Steps tab. You can also access the tab by clicking Review next to the Complete this workflow's details and settings task.
5. Steps that you are allowed to edit display an Edit button. Click the button to access areas that you can edit:
   • Wait Type - remove the wait time, wait for a specified time period, or wait until a particular day of the week
   • Wait - the length of a specified time period
   • Day of Week - the day of the and time
   • Email Subject (for Send Email steps) - the title that will display in the subject header for the email

6. Steps that you are allowed to skip (usually action steps such as Send Email) display a Skip Step link.

   Click the link to remove it from the workflow - it is grayed out to show it will not be included. Click Restore Step to add it back.

7. Update this information as required:
8. Click Save, or Save & Next to move to the Personalization action.

How to Personalize a Workflow

You can personalize all of the emails, landing pages, and confirmation pages provided in a workflow by adding custom text, images, and links.

For more information about personalizing emails, see How to Personalize Emails.

Select each email from the Email drop down menu. Alternatively, choose Landing or Confirmation to personalize these pages, if they're provided in the workflow.

When you've finished working on an email, click Save. Its icon in the dropdown list displays a checkmark to show it's ready. You can choose Send Test to send a test version of the email to an email address, for review purposes.

Complete personalization of all other emails in the workflow.

Click Save & Next to move to the Participants action. The button is only available if personalization has been completed for all emails, landing pages and confirmation pages provided by the workflow.

How to Add Participants to a Workflow

You can manage participation in your workflow via rules, to identify who should be included.

1. Once your campaign is activated, navigate to Campaigns > My Campaigns.
2. Click the name of the campaign that contains the workflow you want to edit.
3. Under Workflows, click the name of the required workflow.
4. Click Edit and navigate to the Participants tab. You can also access the tab by clicking Review next to the Set the entry criteria for participation in this workflow task.

5. Create a rule to determine how to identify participants in the workflow by selecting properties, operators, and values from the dropdown lists. For example:

   • Contacts in your Graphic Designers contact list:

     Contact Fields + In Contact List + is + Graphic Designers

   • Contacts who open the Watch the Launch webinar email:

     Actions + Email Open + is + Watch the Launch Webinar

   • Contacts with a Lead Score of more than 120

     Lead Fields +Lead Score + greater than + 120

   When you add rules, a Matching Contacts field shows how many contacts match the configured filters and will be added to the workflow.

   

6. Click Add new rule to add a new rule and create a group of rules. Rules in a group are joined by an AND operator, which means that a user must meet all conditions in the group to match the filter.
7. Click Add new group of rules to add a new rule group. Groups of rules are joined by an OR operator, where a user matches the filter if the conditions from either of the rule groups are met.
8. Click Save, or Save & Next to move to the Activate action.

How to Activate a Workflow

You must activate a workflow to set it running.

1. Once your campaign is activated, navigate to Campaigns > My Campaigns.
2. Click the name of the campaign that contains the workflow you want to edit.
3. Under Workflows, click the name of the required workflow.
4. Click Edit and navigate to the Activate tab. You can also access the tab by clicking Review next to the Turn on the workflow to begin processing eligible contacts task.

5. Scroll to the bottom of the page and click Start Workflow. You're taken to the workflow's Activity Dashboard, which shows a status of Running. 

   When viewed in the Campaign Dashboard, the workflow shows a spinning gear icon while it is still running.

   

   As the campaign is executed, and the workflow runs, notification recipients will receive Workflow Activity Report at the designated frequency. The report provides information about email activity and the steps that are coming up. For more information about adding notifications, see the How to Update Workflow Details and Notifications section of this article.

   Partners can also view an Activity Dashboard for the workflow when they open it from the campaign. The dashboard summarizes recent workflow activity, participants, leads generated, and other information.

Related Topics

• About Campaign Workflows
• Manage Emails