How to Setup Workflows in Leadmonk

TABLE OF CONTENTS

• What is Workflow Automation?
• Workflows in Leadmonk
• Steps to make use of workflow
  • Step 1: Customize your message templates
    
  • Step 2: Create Workflows
  • Step 3: Assign workflow to an event type
• Workflow behavior details

What is Workflow Automation?

Automation is simply setting something up to run automatically. There are two key components to workflow automation: triggers and actions. Triggers are events that initiate a workflow. For example, an email from a customer could trigger a workflow that sends a response automatically. Actions are the tasks that need to be completed in the workflow. In our example, the action would be sending an email to the customer. 

The heart of any automation boils down to a simple command: 

WHEN (Trigger) and DO (Action) - "When this happens, do that"

Workflow automation is an amazing way to get things done quickly and efficiently. By setting up triggers and actions, you can automate many of the tasks that you would otherwise have to do manually. The benefits of workflow automation are many and varied, but they all boil down to one thing: making your life easier. By automating repetitive tasks, businesses can save time and money. If you're looking for ways to streamline your business operations, workflow automation is worth considering.

Understanding default email notifications in Leadmonk

• By default, we send email notifications to the organizer when a meeting is scheduled, rescheduled, or canceled. These notifications operate independently of your workflow settings, ensuring you're always informed.
• We send appointment confirmation emails to guests in group meetings only. Due to the nature of group meetings, where invitees are BCC'd in the calendar invite, guests lack visibility of other participants beyond the organizer's email. To accommodate this, we omit the appointment link for rescheduling or canceling from the group meeting invite. Instead, we provide guests with a separate email containing the link for managing their appointment.
• Utilize our workflow feature to:
  • Send notification, reminder emails, and text messages to meeting invitees.
  • Send reminder emails and text messages to the organizer.

Workflows in Leadmonk

Workflow in Leadmonk is automation triggered throughout the appointment lifecycle, from the time an appointment is scheduled through your follow-up with attendees. This can save you a lot of time and energy, and it can also help you avoid mistakes. Automating your workflows can help you work smarter, not harder. Workflow automation makes it easy for businesses to manage appointments and improve communication with customers. 

• By automating notifications, reminders, follow-ups, and thank you messages, businesses can improve efficiency and customer satisfaction. 
• When a customer schedules an appointment, it triggers a series of events that need to be completed for the appointment to be successful. 
• Businesses can use workflow automation to keep track of these events and ensure that they are completed in a timely manner. 
• Notifications can be sent to remind the customer of their upcoming appointment, as well as to remind businesses to follow up after the appointment has been completed. 
• Sending a thank you message after an appointment helps to create a positive customer experience and builds loyalty. 
• You can customize workflow steps and message (SMS/Email) templates as per your business requirements.

Steps to make use of workflow

Below are the steps to make use of workflow:

1. Create Notification Templates. Here default email and SMS templates are available. Either you can make use of them or edit them to match your requirements.
2. Create workflow and assign templates.
3. Assign workflow to an event type.

Note: You have to be on a paid subscription plan to make use of this feature. Its not available for users on the free plan.

Step 1: Customize your message templates

You can make use of Leadmonk’s default email or text message templates, or you can customize them to suit your requirements. You can create new ones as well. You can make use of the collection of variables that Leadmonk replaces with actual information about your invitees and appointment.

Email Templates

Below mentioned event variables are available to create/modify notification emails as per your requirements for each event trigger.

SMS Templates

Step 2: Create Workflows

Events triggers initiate a Workflow to respond to certain situations. Below are available event triggers.

• After the new booking is made
• If the booking is rescheduled
• If the booking is canceled
• Before the appointment start time
• After the appointment end

Action can be sending an email or SMS to the organizer or to the guest. If you choose a time-based condition, specify how many minutes, hours, or days before or after the scheduled appointment that the Workflow runs. If the scheduled appointment is in the past, the Workflow will still run if the time-based condition has not passed.

You can edit an action by clicking EDIT button shown in front of an existing action step. You can add a new action by clicking '+ NEW ACTION' button as shown below.

Step 3: Assign workflow to an event type

You can assign a workflow to an event type as shown below. If you don’t assign a workflow, then system default notifications will work.

Workflow behavior details

• If a workflow is linked to an event type, then deletion of that workflow is not allowed.
• If an email/SMS template is used in a workflow, then deletion of that template is not allowed.
• You can assign a workflow to any number of event types.
• At present, it’s not possible to assign workflow to shared event types such as Round Robin and Collective event types. Once the team pages feature is implemented, you can define workflows at the team page level.
• Avoid sending duplicate messages with Workflows
• Workflow steps to be used mainly to send notifications and follow-ups. And not to be used to send marketing communication.
• Customization of WhatsApp notification message templates is not available as each template has to be approved by WhatsApp before use. 
• Refer to the text message notifications page to know more about SMS notifications.
• Do not forget to add text message reminders to the workflow if you are allowing your invitees to book appointments using just the mobile number.
• If you are going to give flexibility to your invitees to book appointments using either mobile number or email address, then add both email and text message reminders to the workflow. Then if your invitee books appointment using email address, then email reminders will trigger. Else, text message reminders will trigger to the invitee.
• If you modify any workflow steps, then changes are applicable only for the newly scheduled appointments (and not for the existing appointments). Existing appointments make use of the workflow settings that are there at the time of appointment creation.
• You have to be on a Leadmonk professional plan and above to make use of this feature. It is not available for users on the free plan.