Automation and Workflow Management

Business rules may be established to accomplish several functions or steps with one click action.

For example, using the Automation and Workflow Management tools, email templates can be used as an AutoResponder.

Used in conjunction with Call Stats and/or Profile Summary selections (Lead Status, Sales Stage, etc.) you can accomplish many tasks with the Automation and Workflow Management tools.

To provide you with examples and ideas there are several Workflow Process steps already established in your WorkGroup.

You may ‘Add Workflow Process’ by clicking the ‘Add Workflow Process’ button, or simply ‘edit delete’ an existing process.



To see the details of one of the Workflow Processes click on the + next to the name of the Workflow Process.

Below you’ll see the first process, ‘Initial Prospecting’ expanded to show the details.

There are two components to Automation:
  • A condition that if true executes actions
  • The actions that will result if the condition is true.

The condition to be evaluated as either true or false is on the left. On the right are one or more actions.



In the ‘Initial Prospecting’ Workflow Process’ the condition that is being evaluated is when the checkbox is checked, ‘Send Intro Email & Whitepaper’ then the condition is true and the resulting actions will be performed.

In this case the actions are to perform are many

Update the record 3 ways:

  • The Lead Status will be updated to ‘Have Not Reached’
  • The Lead Value will be set to ‘0’
  • The Sales Stage will be set to ‘Initial Prospecting (0%)’

A Callback Event will be added for tomorrow:

  • The Event Name will be ‘Follow-up’
  • The Type of Event will be ‘Phone Follow-up’
  • The Start Time will be ‘ Tomorrow’ and although it isn’t shown here you are able to specify the exact time of the Event. It will be added to your calendar built into the CRM system.

All of the values for Lead Status, Lead Value, Sales Stage etc. are user definable in the Reference Tables so you can set those values to whatever is required.

To ‘Edit’ this process click on the edit button in the upper right. While editing this process you have option of changing both the ‘Condition’ and the ‘Resulting Actions(s)’.

You’ll notice that you have the option of defining which type of records this Workflow Process applies to:

  • Existing Records
  • New Records (useful for creating an autoresponder)
  • Both New & Existing Records

For the example below this Workflow applies only to existing records.


In this page below we’ve chosen to edit the ‘Condition’. You may ‘Reset’ and clear this current condition or you may simply set the Field and Operator. As you can see you have a wide variety of fields to choose from to set the condition.


You can string multiple Conditions together – for example, if this is a new record, for the ABC Campaign and the Lead Source equal to Google Adwords then the resulting actions should take place – send the introduction email and schedule a follow up phone call for tomorrow.

Let’s review editing the Resulting Actions in the Workflow. The page below displays when you click Edit Action for the ‘Update Record’.

As you can see there are many options beyond the 3 that we’ve chosen to update. For example, you may add a forecast date, the probability, the campaign this contact came from and more. The custom field allows you to enter free form text. Using the custom field is a handy way to know which conditions were met on this record.


In the case of this ‘Edit Action’ you can update 11 items on this record with this single Workflow step.

Let’s examine the options for Editing the ‘Add Callback / Event’ action.


We can specify · The type of follow up (since the type of follow-up is defined in the reference tables this can be anything required):

  • The Event Name
  • The Location
  • The Start & End Time
  • The Phone
  • The Attendees – this event will be added to other attendee’s calendar.

Here’s an example of setting up an autoresponder to someone who fills out a Landing Page that is assigned to ABC Sample Campaign (to see how to map a landing page to the CRM system see the chapter Map Web Forms to Custom Forms).

To start click on Administration; Automation and Workflow Management; Add Workflow Process. Give the new Workflow Process a name and select ‘Applies to New Records’.

When you click Save it will take you to the ‘Edit Workflow Process’ page. Click ‘Edit’ on the Condition side of the Workflow. Make the following selections:

  • Field Campaign
  • Operator =
  • Value ABC Sample Campaign

After you’ve made your selections click the ‘Insert’ button. You’ll notice that in the box above the Field selection you now see the programming for the current condition.



In this case the campaign is equal to STY. You’ll recall that when setting up a campaign you are required to submit both a ‘Campaign Name’ and a ‘Campaign ID’. In this case the Campaign Name is ABC Sample Campaign and the Campaign ID is STY.

That is the first half of the workflow. For all new records that are assigned to the ABC Sample Campaign the ‘Resulting Action(s)’ will take place. Now let’s define the resulting actions.

After you clicked Save no the Edit Condition Page you were taken to the ‘Edit Workflow Process’ page. Click the ‘Add’ button on the ‘Resulting Actions(s)’ side of the page.



This takes you to the ‘Add Action’ window where you’ll select ‘Send Email’ and click ‘Next’.



This will take you to the ‘Add Action – Send Email’ page.

On this page you’ll be able to specify who is sending the email and select the email template. Click Save and you’ve created an AutoResponder.

There are endless possibilities for Automation and Workflow Management.

Using the Automation and Workflow Management tools will improve your efficiency.




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