-- What is a Workflow? -- 

A Workflow is a series of tasks that you perform over and over again. In essence, it's your standardized process!

Workflows allow you to:

  • SAVE TIME by automating your process.
  • SCALE by creating a repeatable client experience. 
  • BE CONSISTENT by ensuring that no steps are missed or forgotten.
  • DELEGATE by assigning tasks to additional users within your account.
  • HAVE CONTROL over your process. You can always make tweaks and changes to improve your Workflows in the future.

-- How do I set up a Workflow? -- 

>> Write down your process

  • Take a piece of paper and create three columns:
  1. Step 
  2. Due date
  3. Template required? If so, what type of template?

Remember, Workflows can be as long or as short as you'd like for them to be, so feel free to add in as many rows as necessary. 

  • Workflow Name: Give this Workflow template a name based on the process that it represents (i.e. Wedding Workflow, Lead Followup Workflow, Booking Workflow.)
  • Base date: Each workflow must have a base date. This can be a specific calendar date or the actual project date. The base date serves as the reference point for the due date of all of your Workflow steps.
  • Step: Starting from the beginning, list out all of the things that you do for your clients (i.e. call client, send a Thank You email, schedule a consultation, send a Quote.)
  • Due date: When does this step need to be completed? What is its relation to the previous step or the base date?
  • Template required: Does this step involve the sending of either an Email, Quote, Contract, Invoice or Questionnaire? 

Once you're done, your chart should look something like this:

>> Create your templates

  • For the steps that require the use of a template, go ahead and create those emails or documents within your account under Account Settings > My Templates > New Template.
  • Note: any time you wish to send a document (i.e. Quote, Contract, Invoice or Questionnaire) you must also create a corresponding email template to go along with the form if you prefer to not use one of our default email template options. 

>> Build your Workflow

  • Now that you have your templates ready to go, you're ready to assemble your Workflow!
  • Go to Workflow > Templates > click on the "+" symbol to create a new Workflow template.
  • Type in the name of the Workflow, the calendar you wish for the tasks from this Workflow to appear on and leave any notes if necessary to remind yourself of important details regarding this Workflow.
  • Add in your steps one by one in the order that they are listed on your Workflow Worksheet. Click on the Add button and select one of the three choices from the drop-down menu:
  1. To Do: these are tasks that you perform outside of 17hats and do not require the sending of a template.
  2. Action: these steps can be completed inside of 17hats and involve the sending of a template (i.e. Email, Quote, Contract, Invoice or Questionnaire.) These are the items that you notated as needing a template under the "Template required?" column on your Workflow Worksheet.
  3. Pause: as the name implies, this inserts a pause within your Workflow and allows you to put your process on hold.

To learn more about using the three different types of Workflow steps, click here.

>> When finished, your Workflow should look something like this:

-- How can Workflows be triggered? -- 

>> Workflows can be triggered automatically

  • Lead Capture Forms can automatically assign a Workflow to new lead projects that are created through the form. There are two ways of going about this:
  1. To trigger a Workflow whenever a Lead Capture Form is filled out go to Leads > Lead Capture Form > select the applicable Lead Capture Form > click on the arrow next to Form Details > Edit > select a Workflow.

2. To trigger a specific Workflow depending a selection the customer makes on a Choose From a List question, go to Leads > Lead Capture Form > select the applicable Lead Capture Form > Add > Choose from a List > type in the question, the answer choices and the respective Workflows for each answer choice.

  • Note: of the two methods above, you can only utilize one per Lead Capture Form.

>> Workflows can be assigned manually

  • To manually assign a Workflow to a specific project, navigate to the applicable project and click on the "+" symbol next to Workflows.

>> Workflows can trigger a secondary Workflow

  • Within the original Workflow, add in an Action step at the appropriate time > select Start a Workflow.

>> Multiple Workflows can run concurrently at the same time


Pro tip:
before setting your Workflow live, run through the steps yourself as if you were the client to make sure that everything is working as intended.

For purposes of this exercise, duplicate the original Workflow by navigating to Workflow > Templates > Select the applicable Workflow > Edit > Duplicate this Workflow. Alter the steps within the new Workflow copy so that the due date for each step is set as "0 days after the previous items are complete."

Now, set yourself up as a test contact using an email that's not connected to your 17hats account, create a dummy project and assign the duplicate Workflow.

Go through the entirety of your process. This will allow you to identify any changes that need to be made or spelling errors that may need to be corrected. You'll also be able to see how the system will prompt you to move on to the next step through the Overview page as well as your Workflow tab.


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