A Workflow is software that automates a process to some extent. The processes can be anything that requires a series of steps to be automatically executed through the application.
The initial steps need human intervention, such as approval (Trigger), but the following functions (Conditions and Actions) that need to be automated should be handled by the Workflow process.
Below is an image of a complicated Workflow setup. Let us see what this Workflow does.
In the above workflow, we target actions on contacts that are part of the phonebook(s) added to a Call Center campaign - CC Test. Hence, these contacts are the Trigger for our Workflow.
Next, we will add a Condition that among the contacts added to the campaign, any contact that answers "Referrals" will receive an email. Here, the email is an Action we are performing.
Note: Multiple conditions can be branched one after the other to the action.
Next, the system will check if the email is opened, if not, the system will wait for 3 days and send another Follow-up email. If the Follow-up email is Opened, the system will add the contact to the phonebook - "Valid Phonebook."
Note: Kindly ensure the conditions are added in the right place to ensure the Workflow functions as you designed.
If a condition is met, then we wait till all the actions are completed for that condition before moving to the next condition. If a condition fails, then we immediately move the contact to the next condition.
In case, there is a delay added in-between conditions, the workflow system will delay the remaining conditions. Hence, you need to make sure that the "Add Delay" action is used appropriately while designing a workflow.