Switch on and tune a workflow rule
A workflow rule runs a recurring follow-up for you, for example a task for a quote's owner three days after the quote was sent with no answer. Each rule is a sentence you can read, with an owner, a deadline and a history.
Before you start
- You need Create and change workflow rules to switch rules on and tune them, and See workflows and their history to read them.
- A rule never does what its owner cannot: the owner needs the rights of the apps the rule touches.
Steps
- Open Settings → Workflows. Under Rules, each rule shows its sentence, its State (On, Off, Paused or Suspended) and version, its Owner, Last run and Failures.
- Select Tune on the rule you want.
- Under When, read the trigger. Give the rule a Name (optional) and, where it has one, set the Days and whether they count after or before.
- Under Only if, add conditions: a field (for example
status,totalorcustomer.balance), how it compares (=, ≠, <, >, contains, is empty, is not empty, is one of) and a value. Choose Match all of these or any of these. Leave a row empty to skip it. - Under Then, choose each action: Create a task, Ask for an approval, Notify, Send the customer a templated message, Set a field or Hand over to Collections. Pick Who (for example The record's owner), the Due in (hours) and, if you like, your own text.
- Under Escalation and safety, set Hours after the due before escalating (0 = never), When late, also to, At most runs per hour, and whether Records made by a workflow may trigger this rule (one level).
- Select Test on the last 10 events. Kluvan shows how the rule would judge each recent event (Would run or Would skip, with the values it saw) and does nothing.
- Select Save, then go back to Workflows and select Switch on on the rule. Select Pause to stop it.
[SHOT workflows-rule-tune 1440x900]Screenshot to come: Settings → Workflows → Quote follow-up: the When section with 3 days after, Only if status = sent, Then Create a task for The record's owner due in 24 hours, Escalation and safety with 24 hours and A manager, and the dry-run result listing three quotes marked Would run and one Would skip
The rules
| Rule | What it does |
|---|---|
| Quote follow-up | Days after a quote is sent with no answer, a follow-up task for its owner, escalated if not done. |
| Overdue collection hand-off | Days after an invoice's due date, if it is still unpaid, a collection task and a hand-over to Collections. |
| Job review before the final invoice | When a field job is completed, an approval; the job's final invoice waits for it. |
| Contract and document renewal | Days before a document expires, a renewal task and a notice to the owner. |
| New customer welcome | A welcome message (by e-mail when an address is known) and a welcome task. |
| Discount over the limit, Purchase over the limit | Shown for reference only: these limits are set in Studio → Approval limits. Tune opens Studio. |
Good to know
- One rule per kind, each a draft until switched on. A rule starts from the moment it is on; earlier events are not picked up.
- Suspended rules. If the owner loses a right the rule needs, the rule is suspended with the reason, and the owner of the organisation is told. Give the right back, or choose another Owner (the organisation's owner can), then switch it on again.
- No loops. Records made by a workflow do not start other rules unless you allow one level.
- Messages to customers go by e-mail. Set a field adds a tag to the customer's CRM profile.
- See tasks and the workflow history.
- For Customer Support tickets or work orders from add-on app events, see create an automation.
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