Workflows

What workflows do

Workflows are automatic reactions to your contacts' replies, and they take over the steps that are the same after every reply. Contents - The trigger - What they can do - Who gets the notification - You cannot create workflows yourself - Where you find them - What workflows do not do - Next The trigger All workflows share one trigger: On classified reply. That means they run exactly when a contact has replied and inDeal has classified that reply as Positive, Neutral or Negative. No reply, nothing happens. No classification, nothing happens either. What they can do Four kinds of action occur: - Stage → "…" moves the lead to another stage. - Follow-up = today or Lost reason = … fills a field. If it carries if empty, an existing value is left alone. - Enrich data searches for missing contact details. That consumes credits. - Notification (…) sends an email. Who gets the notification The person the lead is assigned to. If nobody is assigned, or the address cannot be resolved, the message goes to the account owner. If you expect notifications about leads and get none, first check whether those leads are assigned to you. You cannot create workflows yourself That is the key point up front: there is no button to create, edit or delete a workflow. inDeal ships four ready-made ones, recognisable by the System marker. What you control is the switch: on or off. More on that under Turning workflows on and off. Where you find them Click your company name at the bottom left, choose Setup ↗ and then Workflows ↗. The area is reserved for the Admin role. With the Sales role the menu entry does not appear, and opening the address directly leads back to Setup. What workflows do not do - Write replies or send messages to your contacts. The only email they produce goes to you or to colleagues. - Create leads. - Run on a schedule. There is no workflow that does something every morning. Next - The four workflows in detail - Reading a workflow card

The four workflows in detail

inDeal ships four workflows. All four carry the System marker and react to the same trigger: On classified reply. The four workflows listed Contents - Positive reply: stage change - Positive reply: enrichment + notification - Neutral reply: notification - Negative reply: mark as lost - What that adds up to - Next Positive reply: stage change Condition: the reply is Positive and the lead sits on Qualify. Actions: - Stage → "Set discovery" - Follow-up = today (if empty) So the lead moves up one stage and gets a due date at the same time. That puts it into Open leads ↗ and onto Home ↗ under Contact the same day. The if empty note matters. If you had already set a follow-up, it stays. The workflow does not overwrite your planning. If the lead is already on a later stage, this workflow does not fire. A positive reply on a lead in Discovery scheduled therefore does not change the stage. Positive reply: enrichment + notification Condition: the reply is Positive, regardless of stage. Actions: - Enrich data - Notification (Positive) For every contact who replies positively, inDeal automatically searches for missing contact details and sends you an email. That consumes credits. What a detail costs depends on what it is: company data is free, phone numbers and email addresses are not. The prices are under Credits and usage. With many positive replies this is the workflow that burns through your balance fastest. Neutral reply: notification Condition: the reply is Neutral. Action: Notification (Neutral) Nothing else happens. No stage change, no enrichment. The thinking behind it: a neutral reply needs a human judgement, not automation. Negative reply: mark as lost This is the only workflow with two branches, and the order decides. Branch 1 - condition: the reply is Negative and the lead sits on Qualify. Actions: - Stage → "Lead lost" - Lost reason = Negative Reply Branch 2 - condition: the reply is Negative, regardless of stage. Action: Notification (Negative (late stage)) Only the first matching branch fires. From which it follows: - If the lead sits on Qualify, branch 1 fires. It is marked lost and there is no notification. - If it sits on a later stage, branch 2 fires. It stays where it is and you get an email. That is the right way round: a rejection right at the start is routine and needs no message. A rejection after a meeting is worth one. What that adds up to | Reply | Lead on Qualify | Lead on a later stage | |---|---|---| | Positive | moves up, follow-up today, enrichment, email | enrichment, email | | Neutral | email | email | | Negative | marked as lost, no email | email | Next - Reading a workflow card - Turning workflows on and off

Reading a workflow card

Every workflow sits in the list as a card. The layout is the same for all of them, and once you know it you understand every rule at a glance. Contents - The head - The rule rows - Several rows mean several branches - The footer - When the list is empty - Next The head The name on the left, next to it the System marker on the shipped workflows. Below, a short description and the trigger, so On classified reply. The switch sits on the right. When a workflow is off, the whole card is dimmed. A workflow card with head, rule row and footer The rule rows Below it, one row per branch, in the form Condition → Action Action On the left, outlined in grey, the condition. To its right, outlined in blue, one or more actions. The arrow between them simply means "then". The conditions | What you see | What it means | |---|---| | Positive, Neutral, Negative | the classification of the reply | | Stage "Qualify" | the lead has to sit on that stage | | two entries joined by + | both have to apply | | Always | no condition, the branch always fires | The actions | What you see | What it means | |---|---| | Stage → "Set discovery" | the lead is moved to that stage | | Follow-up = today | the follow-up date is set to today | | Lost reason = Negative Reply | that text is stored as the lost reason | | (if empty) after an action | an existing value is left alone | | Enrich data | missing contact details are searched, which costs credits | | Notification (Positive) | an email goes out, in the version named | Several rows mean several branches If a card has two rule rows, the workflow has two branches. They are checked top to bottom, and the first matching branch wins. All others are skipped, even if their condition would also apply. In practice this concerns the workflow Negative reply: mark as lost, the only one with two rows. The footer On the left sits Last changed by {name} on {date}, provided somebody has already used the switch. If nobody has, the spot stays empty. History sits on the right. A click expands the latest runs, see The workflow history. When the list is empty If it reads No workflows yet., none are set up for this account. On a properly provisioned account that should not happen; contact support in that case. Next - The four workflows in detail - The workflow history

Turning workflows on and off

The switch at the top right of every card is the only setting workflows have. Contents - How it works - If the switch does not respond - What turning it off does - When turning one off makes sense - When turning one off changes nothing - What you cannot change - Next How it works 1. Open Setup ↗ and then Workflows ↗. 2. Click the switch on the card. The change takes effect immediately, there is nothing to save. A workflow that is off is dimmed and stops running from that moment. Afterwards the footer shows Last changed by {name} on {date} with your name. So others on the team can see who flipped it. If the switch does not respond - It cannot be clicked. Then the permission is missing. The area is reserved for the Admin role. - You see Not allowed. The same thing, noticed after the fact. The switch springs back. - You see Could not save. A hiccup. The switch springs back; try again. What turning it off does A workflow that is off no longer reacts to new replies. What it did in the past stays: stages set, fields filled, emails sent. Turning it off undoes nothing. The History is preserved as well and can still be expanded. When turning one off makes sense Positive reply: enrichment + notification is the candidate when your credit balance is running low. Every positive reply triggers a search for contact details here. Turn it off and the notifications stop as well - both hang on the same card. Negative reply: mark as lost is the candidate when your team wants to judge rejections itself. Switched off, negatively answered leads stay on their stage and nobody is notified. Positive reply: stage change is worth leaving on. It is the reason a positively replying contact shows up in your work list the same day. Without it the lead stays cold and sits there without a date. When turning one off changes nothing If notifications go to the wrong person, the workflow is not the cause. The recipient is always the person the lead is assigned to, or the account owner as a fallback. Change the assignment on the lead, not the workflow. What you cannot change Conditions, actions, order and notification texts are fixed. There is no edit button and no way to create your own workflow. If you need a different rule, that is a request to support: Getting help and support. Next - The four workflows in detail - The workflow history

The history and what it tells you

History sits at the bottom right of every card. A click expands that workflow's latest runs. This is where you look when something did not happen the way you expected. Contents - What a row shows - The four statuses - Reading Branch {n} - Lead not available - What the history answers - When Failed or Partial show up - Next What a row shows One row per run, with four pieces of information: 1. The status as a coloured marker. 2. The lead's name, linked. A click opens it. 3. The date of the run. 4. Branch {n}, so which branch fired. The last five runs per workflow are shown. If there has not been one yet, it reads No runs yet. The four statuses | Status | Meaning | |---|---| | Success | Every action in the branch went through. | | Partial | At least one action worked, at least one did not. | | Failed | No action went through. | | No match | The workflow was triggered, but no condition applied. | No match is not an error. It means a reply came in but did not meet this workflow's conditions. On a neutral reply, the workflow for positive replies reports exactly that - quite correctly. Reading Branch {n} The number says which branch fired. Branch 1 is the topmost rule row on the card, Branch 2 the second. That is most useful on Negative reply: mark as lost, the only one with two branches: - Branch 1 means the lead was on Qualify and was marked as lost. - Branch 2 means the lead was on a later stage and only a notification went out. Lead not available If a name is replaced by Lead not available, the lead was deleted after the run. The history entry stays regardless - the run did happen. What the history answers "Why did my lead suddenly jump to Set discovery?" Look at the workflow Positive reply: stage change. If the lead is there with Success, it was the automation and not a colleague. "Why was a lead marked as lost?" Same route on the workflow Negative reply: mark as lost. The lead itself then shows Lost reason = Negative Reply. "Why did I not get an email?" Three possibilities, worth checking in this order: 1. The workflow is off - you can see that from the switch. 2. The run shows No match - the condition did not apply. 3. The run shows Success but the mail did not arrive - then it went to somebody else. The recipient is the person the lead is assigned to. "Is anything running at all?" If all four workflows show No runs yet, no classified reply has come in since setup. Check whether campaigns are running and whether replies are arriving there. The expanded history, here with no runs When Failed or Partial show up Individual failures happen. If the balance was not enough during enrichment, the run sits at Partial: the free company data was added, the chargeable fields were not, and the notification went out anyway. If failures pile up, that is a case for support. Include the workflow's name, the date of the run and the lead's name: Getting help and support. Next - Reading a workflow card - Turning workflows on and off