YesHello OLD
  • 👋 Welcome
  • 📖 Glossary of Terms
  • ☎️ Getting Support
  • 💥 Changelog
    • Import Contacts with Greater Flexibility and Accuracy
    • [v8.3] New Shortcuts Feature, More Variables and Workflows Conditions, and tons of tweaks!
    • [v8.2] Redesigned Messages Module, New Custom Channel Integration, and more new features and fixes!
    • [v8.1] New Navigation Design, New Workflows Steps- Add Google Sheets Row & HTTP Request and more!
    • [v8.0] Workflows (AKA Automation 2.0), WhatsApp Message Template API, and more!
    • [v7.9] WhatsApp Message Template Improvements, Data Export, and more!
    • [v7.8] IMAP/SMTP, Website Chat Improvements, WhatsApp Interactive Message, Broadcast features
    • [v7.7] Instagram, 360dialog Improvements and more!
    • [v7.6] Reports 2.0, Closing Note, and more improvements!
    • [v7.5] Reports, Dashboard 2.0, Data Export, Voice Messaging, Time Zone, and more!
    • [v7.4] Contact Merge, Improved Contact Fields, Receiving Locations and many more improvements
  • ⚡Quick Start Guide
    • Quick Start
    • Connecting a channel
      • Step 1: Register Chat API Account
      • Step 2: Connect WhatsApp Number
      • Step 3: Connect WhatsApp API
      • Invite your teammates
    • Responding via Desktop
    • Responding via Mobile
  • ✅ WHATSAPP API
  • WhatsApp, WhatsApp Business, and WhatsApp Business API
    • Regular or Official WhatsApp API: Comparative Analysis, Advantages and Disadvantages
    • Chat API Documentation
    • 360Dialog Documentation
  • 🏆 SPACE MODULES
  • Dashboard
  • Contacts
    • Contact Details
    • Contact Import
    • Contacts
  • Messages
    • Assignment and Closing a Conversation
    • Troubleshooting Messages
      • Can Views be automatically sorted?
      • Messages not showing in Facebook inbox
  • Snippets
  • Broadcasts
  • Automation
    • Automation Tips and Tricks
    • Simple Chatbots
      • How to Create/Edit Conversations for your Chatbot
      • How to troubleshoot your chatbot's auto messages
      • How to get the bot to follow-up & re-engage your customers?
      • How to set up Menus for your chatbot
      • How to get your chatbot to ask questions
      • How to automate chatbot follow up
  • Surveys
  • Workflows
    • Triggers
    • Steps
  • Files
  • Reports
    • Conversations
    • User
    • Contacts
    • Messages
    • Logs
  • Settings
    • General
    • Channels
      • Chat Menus
    • Users
      • Access Levels
    • Teams
    • Contact Fields
    • Integrations
    • Away Message
    • Automatic Contact Assignment
    • Data Export
    • Closing Notes
    • Contact Fields
  • 👥 USER ACCOUNT
  • User Profile
  • User Activity Status
  • Notifications
  • Reseting your Password
  • Customer Portal
  • Billing (Page Under Construction)
  • Cancel Trial Subscription
  • Upgrading a plan
  • Downgrading a plan
  • 📞CONTACTS & MESSAGES
  • Custom Fields
  • Dynamic Variables
  • Views
  • 🌐MESSAGING CHANNELS
  • Channels Overview
  • Facebook Messenger
    • Facebook Chat Plugin
    • Private Replies
    • Message Tag
    • Troubleshooting Facebook Messenger
      • Refresh Permission for Facebook Messenger
      • WhatsApp Advertising: How to Set up Facebook Ads and Connect With WhatsApp Business
      • How to Connect a Facebook Page to YesHello
      • Can we set auto response for individual pictures of a Facebook post album?
      • What do the initials next to the messages mean?
      • How do I customise Private Replies?
      • How to reply to messages that are more than 24hrs?
  • Instagram
  • WhatsApp
    • Twilio WhatsApp
    • MessageBird WhatsApp
    • Vonage WhatsApp
    • Chat API WhatsApp
    • 360Dialog WhatsApp
      • Setting Up 360Dialog WhatsApp
      • 360 Client Hub Overview
        • Account Activation Process
        • Account Statuses
        • API Key
    • WhatsApp Message Templates
    • Troubleshooting WhatsApp
      • WhatsApp Messages are slow to come in
      • How to connect to WhatsApp (Video)
      • Cannot see WhatsApp chats in the platform?
  • Woocommerce WhatsApp
  • Website Chat Widget
    • Install on WordPress
    • Install on Shopify
    • Install on Wix
    • Install on Squarespace
    • Free Chat Widget Button Tutorial
  • LINE
  • Telegram
  • Viber
  • SMS
    • Twilio SMS
    • Importing Contacts to Twilio SMS
    • MessageBird SMS
    • Vonage SMS
  • Twitter
  • WeChat
  • Email
    • Gmail
    • Other Email
  • Custom Channel
  • 🤖CHATBOTS
    • Step 1: Creating Custom Fields
    • Step 2: Creating The Surveys
    • Step 3: Creating Automations
    • Step 4: Chatbot Review
    • Step 5: Testing Your Chatbot
    • Chatbot Building FAQs
    • Cara Buat Chatbot (Video Bahasa Malaysia)
  • 🧲INTEGRATIONS
  • Dialogflow
    • Connecting to Dialogflow
    • Dialogflow Parameters
      • Tagging
      • Turning the Bot Off
      • Marking as Done
      • Assigning
      • Sending Custom Notifications
      • Unsubscribing
      • Contact Fields & Values
      • Sending Snippets
      • Sending Files
      • Requesting Location
    • Dialogflow Events
    • Response Templates
    • Original Detect Intent Request
    • Custom Payloads
  • Chatbase
  • Zapier
  • 🖥️ DEVELOPER API
  • Contacts API
  • Messages API
    • Message Template API
  • 💼PARTNERSHIP PROGRAMS
  • Overview
  • Affiliate Program
  • 🎉RELEASES
  • Navigating the Platform
  • The YesHello Platform
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On this page
  • Getting Here
  • Workflows Overview
  • Workflow Columns
  • Action Menu
  • The Workflow Builder
  • The Top Bar
  • Assistive Tools
  • Canvas
  • Configuration Drawer
  • Managing Workflows
  • Creating a Workflow
  • Saving a Workflow
  • Publishing a Workflow
  • Stopping a Workflow
  • Editing a Workflow
  • Frequently Asked Questions

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Workflows

View, set up and manage Workflows.

PreviousSurveysNextTriggers

Last updated 3 years ago

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This feature is currently in Beta.

Workflows is designed to replace Automations, Surveys, Away Message, Automatic Assignment and Greeting Message. These features will be deprecated in favor of Workflows.

Getting Here

This module is only accessible by Space Owners & Managers.

This module is accessed from the side navigation menu under the menu item Workflows.

Workflows Overview

Use the 🔍 at the top of the Workflows Module to quickly find a Workflow

The main page of the Workflows module lists all existing Workflows.

Workflow Columns

Each Workflow will have the following associated information in its columns.

Workflow Status

The Workflow Status is used to determine if the Workflow is currently running. There are 3 possible statuses:

  • Draft: a Workflow that has never been published

  • Published: a Workflow that is currently implemented

  • Stopped: a previously published Workflow that has been stopped

Other Columns

Each Workflow has additional columns detailed below.

Name

Displays the name & description

Last Published By

Displays the user who published last

Last Published

Displays the last publish date

Created By

Displays the user who created it

Date Created

Displays the date it was created

Action Menu

The last column in the Workflow row contains the action menu. The following actions can be performed from this menu:

Publish Workflow

Only shown when Workflow is in Draft or Stopped

Stop Workflow

Only shown when Workflow is Published

Edit Name/Description

Allows editing of Workflow name or description

Open in Builder

Opens the Workflow in the Builder

Clone

Creates a duplicate Workflow in Draft Status

Delete

Deletes the Workflow

The Workflow Builder

Workflows are opened in the Workflow Builder. The Workflow Builder is a visual editor where Steps can be added, removed & configured. It consists of 4 main sections:

The Top Bar

The Top Bar is used to manage key items regarding the Workflow like the name, description, errors in step configuration, and the workflow's status. The elements of the Top Bar are listed below.

Name

Displays Name & allows editing Name or Description

Error Indicator

Indicates a Step configuration error

Save Button

Allows Saving the Workflow

Status Button

Allows Publishing & Stopping the Workflow

Assistive Tools

The Assistive Tools are designed to help you navigate the Canvas. It includes 4 tools:

  • Zoom In

  • Zoom Out

  • Back to 100% Zoom

  • Hold & Drag Canvas

Canvas

Canvas is the drag-and-drop interface that provides an overview of the Workflow. It allows the user to visually observe the logic and sequence of a Contact's journey during an event. Actions such as building new steps, dragging or dropping steps and connecting steps take place here.

Configuration Drawer

To configure a trigger or step, click on the block to open the configuration drawer. There are a few actions available within the configuration drawer: Edit the step name, Define the action of the trigger event or step and Delete the step.

Managing Workflows

Creating a Workflow

To create a Workflow:

  1. Navigate to the Workflows Manage

  2. Press Add Workflow

  3. Name the Workflow

  4. Press Create

Saving a Workflow

Step configuration errors must be resolved before a Workflow can be saved.

A Workflow can be saved by pressing the SAVE button in the Top Bar of the Workflow Builder.

Resolving Workflow Errors

If a step in the Workflow is configured incorrectly a ⚠ sign will appear. Hovering over the icon will show the steps which have configuration errors. Pressing on the step will take you directly to the step and open the configuration drawer.

Publishing a Workflow

To start a Workflow you will need to publish it. A Workflow can be published from 2 places:

Once the Workflow is published any Contacts that meet the Trigger criteria will enter the Workflow. Before editing a Published Workflow you will need to stop the Workflow.

Stopping a Workflow

When a Workflow is stopped, all enrolled Contacts will be ejected immediately. They will not be re-enrolled into the Workflow when re-published.

A Workflow can be stopped from 2 places:

Once a Workflow is stopped, it may be edited.

Editing a Workflow

A workflow can only be edited when stopped.

Frequently Asked Questions

What will happen to my Contacts if I stop a Published Workflow?

If a Workflow is stopped, all enrolled Contacts will be immediately ejected from the Workflow. They will not be re-enrolled into the Workflow if it is re-published.

Why is the contact field not updating saved responses?

Invalid responses, such as responses in the wrong format, cannot be saved. Clearly specify a response format when asking a question. Refer here for the correct format of each type of response.

Why did my Workflow end before it was completed?

A workflow may end prematurely for the following reasons:

  1. The Workflow was stopped

    If a Workflow is stopped, all enrolled Contacts will be immediately ejected from the Workflow.

  2. The Contact fell under the Failure Branch and there was no continuing journey

    Contacts may fall under a Failure Branch if they provide invalid responses or do not meet specified conditions. If there are no steps configured under the Failure Branch, the Workflow will end. It is advisable to configure steps under the Failure Branch so Contacts may continue their journey if they land here.

  3. Ask a Question - Timeout

    The Ask a Question Step has a default timeout period of 7 days. If Contacts do not respond within the defined or default timeout period, the Workflow will end. It is advisable to create a Timeout Branch and add steps for Contacts to continue their journey in the event of a timeout. Read more about the Ask a Question step here.

  4. Assign to - Timeout

  5. Branch Condition - Else

    Contacts who do not meet the required conditions of a branch will fall under the Else branch. If no steps are configured under this branch, the Workflow will end. It is advisable to configure steps under the Else branch so Contacts may continue their journey if they land here. Read more about branch steps here.

  6. Send a Message - Fail

    If a message is not sent for any reason (e.g. messaging window closed, network connection issues), the Contact will exit the Workflow.

If I add an Ask a Question step after the Conversation has closed (e.g. Close Conversation step or Conversation Closed trigger), will the Conversation reopen if the Contact responds?

No, a Contact will not reopen the Conversation by responding to the 'Ask a question' step.

What happens is there is no one in an Assign To team?

The Contact will not be assigned and will move on to the next step.

If I manually close a Conversation with an enrolled contact, will the Workflow end?

No, the Workflow will continue even if the conversation is manually closed.

What if a Contact triggers more than one workflow at the same time?

Both Workflows will be executed concurrently.

The Workflows module is a visual workflow builder used to automate processes. Workflows are flexible enough to build automation related to Contact data, automated messaging, assignment & more. A single Workflow consists of a and one or more .

Once the Workflow has been created it will open in the .

From the in Workflows Overview

Using the Publish Button inside the .

From the in Workflows Overview

Using the STOP Button inside the .

Editing a Workflow required entering the Workflow Builder. You can Open in Builder from the in Workflows Overview. Once inside the Workflow Builder you can edit the Workflow.

The Assign To Step has a default timeout period of 7 days. If an assignee who fulfills the assignment logic cannot be found within the defined or default timeout period, the Workflow will end. It is advisable to create a Timeout Branch and add steps for Contacts to continue their journey in the event of a timeout. Read more about the Assign To step here

Trigger
Steps
.
The Top Bar
The Assistive Tool
The Canvas
The Configuration Drawer
Workflow Builder
Action Menu
Workflow Builder
Action Menu
Workflow Builder
Action Menu