A Workflow is a module 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.
Triggers: In simple terms, a trigger is an event that initiates a workflow or a process. The CallHub system monitors the workflow for the trigger that is set up. Once triggered, the automation is initiated to perform specific actions based on your set conditions.
Conditions: As the term suggests, a condition is a rule added to the workflow to perform or prevent specific actions. If the condition is true, the next action is performed. If the condition is false, the workflow automation stops its execution.
Actions: An action is an event performed by the workflow when the automation is triggered and meets specific conditions you have set up. Actions are usually the outcomes of your workflow.
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 contact list(s) added to a Call Center campaign - Notes Testing 2. Hence, these contacts are the Trigger for our Workflow.
The trigger to our workflow is "Call Completed." When a call to contact is complete, the workflow is triggered.
Next, based on the condition set in the Workflow, an action will be performed. In the above workflow, an action should be performed if the call completed in the Call Center campaign is marked with the Disposition as ANSWER and MEANINGFUL INTERACTION.
There are 2 actions, (i) if the call is marked with ANSWER or MEANINGFUL_INTERACTION disposition, the contact will be added to the contact list "NationBuilder Test" that is linked to a Text Broadcast campaign. If any other disposition is selected, the system waits for 1 day and adds it to the "Collective Texting" contact list.
Note: Multiple conditions can be branched one after the other to the action.
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 "Wait" condition is used appropriately while designing a workflow.
Note: Kindly ensure the conditions are added in the right place to ensure the Workflow functions as you designed.