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A Follow-up workflow dictates the cadence and type of communication a Lead is contacted in an effort to get them to rent at your facility. The purpose of this guide is to explain how to create that communication cadence, determine the form of each communication in the workflow (either phone calls, emails or text messages) and assign it to your locations.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed
into the Web Client as an Administrator to access the Settings icon and create a new Follow-up workflow.
Access
(A) Settingsicon - Click to access all your available administrative settings.
(B) Workflows - Click to access the complete list of Workflows, both Collection and & Follow Up.
Create New Workflow
(C) New Workflowdropdown - Click and select (D) Follow Up from the dropdown.
Edit Workflow
(E) Workflow Title - Enter the workflow name that will appear in lists and dropdownsdropdown menus.
(F) Default rule checkboxRule - If checked, this workflow will become the default workflow for a given location. Only 1 workflow can be selected as default, and if selected, this workflow will replace the previously selected default workflow.
Workflow Steps
(G) Typedropdown - Click to select - Your choices include Call, Text, or Email. This determines the type of communication channel that will be used for the workflow event.
Both (H) & (I) need to be satisfied for a Follow Up event to be initiated.
(H) Days Later - Indicate the number of days after a Lead is created for this event to triggerto automatically sent out or, for manual events, to appear in a user's Follow Up list.
(I) Days Before Needed Date - Indicate the number of days before the date needed, as indicated in the Lead card, for this event to trigger to be automatically sent out or, for manual events, to appear in a user's Follow Up list.
(J) Auto checkbox - Click to enable template and delivery time selections. If Call Type is selected, Auto is disabled. Auto can only be checked for Text and Email type workflow steps. If this is checked, Card Type and Priority are not editable Auto - Selecting Auto will make this step in the workflow automatic, meaning no user action is required.
(K) Template
dropdown- The template dropdown allows users to select what email or text
template should bemessage is sent during the current workflow step
.. Note: Both emails and texts can still be edited by users before they are manually sent.
(L) Delivery time dropdownTime - Click the dropdown to select the time of day the Workflow event will be sent to the Lead, or for manual events, to appear in the CustomerFollow Up list. This is not editable if the (M) Instant checkbox is checkedselected.
(M) Instantcheckbox - Only This is only available if the Auto checkbox is clicked, click is selected. Click to immediately trigger the event as soon as the day it is eligible instead of a fixed time of dayLead is created. Additionally, if this is checkedselected, the Days Later field is will be set to 0 and disabled. Note: Instant events are only available for the initial steps in the Follow Up workflow.
(N) Card Type dropdown - Click to select which script card to show in the Interaction Card when this event is outstanding. display when completing that manual Follow Up event. Note: This is only editable if the Auto checkbox is not checkedselected.
(O) Skippable - If this setting is When enabled, this the event can will be skipped if the previous workflow step is was a manual call that was answered by successfully connected to the Lead.
(P) Priority dropdown - This determines - Click the dropdown to determine the order in which manual workflow events will display within the Follow-up list. This is only editable if the Auto checkbox is not checkedselected. Note: 1 represents the highest priority.
(Q) Additional Steps - Click the + sign to add additional steps to this workflow.
Settings
(R) Allow User to Delay Next Stepcheckbox - Click this to allow the user to delay a Follow-up event for a given number of days defined by the user.
(S) Send Email Alert checkbox - If checked, daily email alerts will automatically be sent to the location email address for all manual workflow events scheduled for that day.
Location Assignment - Note: You can select multiple locations by clicking one at a time and holding the Control Key. Pressing the Shift Key while selecting two locations will include all the locations in between those two locations.
(T) Add Locations -
Select After selecting a location(s),
then click
the right facing this arrow to add the location to this workflow
to that location.
(U) Remove Locations -
Select After selecting a location(s),
then click
the left facing this arrow to remove the location from this workflow
at that location.
Exclusion Calendar
(V) Dates to Exclude
calendar- Click to access a calendar and select dates this workflow will be suppressed. After selecting the first date and clicking Confirm Dates, more dates can be selected. This can be helpful if you don't want events to be sent out on holidays when there is no one available to handle Lead return calls.
(W) Days to Exclude
checkboxes- Click to select days of the week (like Sundays) that
no events will be
processed for this specific workflowsuppressed.
Save
(X) Save icon Save - Click to implement the workflow for all the assigned locations.
