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🛠️ Creating Workflows

Learn how to build automated workflows for your repair shop.

Creating a New Workflow​

Step 1: Basic Setup​

  1. Go to Settings → Workflows
  2. Click Create Workflow
  3. Enter:
    • Name - Descriptive name (e.g., "Post-Repair Follow-Up")
    • Description - What this workflow does
    • Category - For organization

Step 2: Initial Action​

Configure what happens immediately when the workflow starts:

Action Types:

  • Send Email - Email to the customer
  • Add Note - Internal note on ticket/order
  • Change Status - Update ticket/order status
  • No Action - Just start the workflow

For emails, configure:

  • Subject line (can use variables)
  • Email body (can use variables)
  • From name

Step 3: Add Stages​

Each stage executes after a delay:

  1. Click Add Stage
  2. Set the delay:
    • Amount (1, 2, 3, etc.)
    • Unit (minutes, hours, days)
  3. Configure the action (same options as initial)
  4. Repeat for additional stages

Step 4: Configure Behaviour​

On Customer Reply:

  • Cancel - Stop the workflow entirely
  • Pause - Hold until manually resumed
  • Continue - Keep running regardless

Expiration:

  • Set maximum duration before auto-cancel
  • Useful for time-sensitive sequences

Step 5: Save and Test​

  1. Click Save Workflow
  2. Test on a sample ticket/order
  3. Monitor the execution
  4. Adjust timing as needed

Example: 3-Day Follow-Up​

Name: Quick Quote Follow-Up
Description: Follow up on quotes after 3 days

Initial Action: None (quote already sent)

Stage 1:
  Delay: 3 days
  Action: Send Email
  Subject: Just checking in - {{order_reference}}
  Body: Hi {{customer_name}},

        I wanted to follow up on the quote we sent for your
        {{device_brand}} {{device_model}}.

        Do you have any questions? We're here to help!

        Best regards,
        {{company_name}}

On Reply: Cancel (they responded!)

Example: Review Request Sequence​

Name: Review Request
Description: Request reviews after successful repair

Initial Action:
  Type: Send Email
  Subject: How did we do? - {{order_reference}}
  Body: Hi {{customer_name}},

        Thank you for choosing us for your {{device_brand}} repair!

        We'd love to hear about your experience. Could you take
        a moment to leave us a review?

        {{review_link}}

        Thank you!
        {{company_name}}

Stage 1:
  Delay: 5 days
  Action: Send Email (reminder if no review)
  Subject: Quick reminder - we'd love your feedback
  Body: Hi {{customer_name}},

        Just a gentle reminder that we'd really appreciate
        your feedback on our service.

        {{review_link}}

        Thanks again!

On Reply: Pause

Editing Workflows​

  1. Go to Settings → Workflows
  2. Find the workflow
  3. Click Edit
  4. Make changes
  5. Save

⚠️ Changes apply to new executions. Running workflows continue with original settings.

Deleting Workflows​

  1. Find the workflow
  2. Click Delete
  3. Confirm

Running executions of deleted workflows are cancelled.

Workflow Categories​

Organize workflows into categories:

  • Sales - Quote follow-ups, leads
  • Service - Repair updates, completion
  • Reviews - Review requests
  • Admin - Internal reminders

Duplicating Workflows​

To create a similar workflow:

  1. Find the workflow
  2. Click Duplicate
  3. Rename and modify
  4. Save

Best Practices​

✅ Do​

  • Keep workflows focused (one goal each)
  • Use appropriate delays (not too pushy)
  • Test before going live
  • Monitor execution and adjust

❌ Don't​

  • Create overly complex sequences
  • Send too many emails
  • Forget to set "On Reply" behaviour
  • Ignore unsubscribe requests

Next Steps​