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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) Settings - 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 Workflow - Click and select (D) Follow Up from the dropdown.
Edit Workflow
(E) Workflow Title - Enter the workflow name that will appear in lists and dropdown menus.
(F) Default Rule - 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) Type - Your choices include Call, Text, or Email. This determines the type of communication 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 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, to be automatically sent out or, for manual events, to appear in a user's Follow Up list.
(J) Auto - Selecting Auto will make this step in the workflow automatic, meaning no user action is required.
(K) Template - The template dropdown allows users to select what email or text message 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 - Click the dropdown to select the time of day the event will be sent to the Lead, or for manual events, to appear in the Follow Up list. This is not editable if (M) Instant is selected.
(M) Instant - This is only available if Auto is selected. Click to immediately trigger the event as soon as the Lead is created. Additionally, if this is selected, the Days Later field 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 - Click to select which script card to display when completing that manual Follow Up event. Note: This is only editable if Auto is not selected.
(O) Skippable - When enabled, the event will be skipped if the previous step was a manual call that successfully connected to the Lead.
(P) Priority - Click the dropdown to determine the order in which manual workflow events will display within the Follow-up list. This is only editable if Auto is not selected. 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 Step - 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 - 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 - After selecting a location(s), click this arrow to add the location to this workflow.
(U) Remove Locations - After selecting a location(s), click this arrow to remove the location from this workflow.
Exclusion Calendar
(V) Dates to Exclude - 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 - Click to select days of the week (like Sundays) that events will be suppressed.
Save
(X) Save - Click to implement the workflow for all the assigned locations.
