A workflow is a combination of a trigger, conditions, and actions that are performed through automation. To achieve the desired outcome, it is always required to visualize the necessary elements that constitute a workflow.
It is recommended to set up a flowchart with triggers, conditions, and actions and design how exactly a condition should be met to perform the specified outcome. This is to ensure the conditions you add are not misplaced and you achieve the expected result.
How to set up a Workflow?
Setting up a Trigger -
On the CallHub dashboard, you need to navigate to the "Workflow" section and click on "Create a Workflow" to begin setting up a Workflow.
Next, you need to select the Trigger for your Workflow. The list of available triggers is in the below image.
Once you have selected the Trigger, you need to select the underlying conditions for this trigger based on the available options. For instance, if you select Call Completed, you need to add a condition to match that trigger.
Adding a Condition -
You need to specify a condition to trigger the workflow. Here, you may choose the options in the image below.
In the above image, the trigger is set to identify completed calls of the contacts that are a part of the Call Center Campaign, Notes Testing 2. Now, we need to add a condition to activate the trigger. You can select a condition as a "Wait" or an "If/Else" condition.
You can choose the "Wait" condition and add a wait time in days, hours, or minutes. "If/Else" conditions are listed in the image below.
Here, you can choose the conditions based on Tags, Survey responses, Call retry attempts or Call Dispositions added to a contact. Once the conditions are set up, you can set up Actions.
Setting up Actions -
Actions are the end results of a workflow and take place when the condition set up for the trigger is true (matched).
Considering the previous example, I will choose the trigger as a Survey Response for contact(s) added to a Campaign, Notes Testing 2, with the condition that for the question "Will you vote for the candidate, ABC? the action should be performed for contacts that say "Yes" and "No"
Here, the contacts that have responded with a Yes will be added to a P2P texting campaign, and for contacts that responded with a No, a tag named "Proxy" will be added. The complete flow chart for the workflow is displayed in the below image.
You can choose other triggers, conditions, and actions based on your campaign's requirements. Here is a list of available Triggers, Conditions, and Actions.
If your use case is not covered by the current Workflow setup, please send us your requirements at email@example.com.