Workflows
In this article, you’ll learn how to create Workflows to help systemize your processes.
Workflows are here to help you establish your processes when delivering your services to clients or answering their inquiries.
So, instead of having to repeat the same processes manually over and over again, you can automate them by adding Statuses, Triggers, and Custom Fields specific to each Service type.
You can define different types of Services and diversify the flow for each of them.
Learn more about setting up Services in Zendo, here.
Each Workflow you create can later on be assigned to any Service you're offering for an ultimate ease of use and time saving.
Remember that before creating your Service, you must have at least one Workflow added.
To find the Workflows feature, select the Services tab on the left-hand side panel and choose Workflows from the drop-down menu.
Now, while in the Workflows tab, select the Create workflow button.
If you have already created some Workflows, you can always go back and edit them by selecting the pencil icon next to each Workflow created.
Set the name of the Workflow you’re creating.
Let’s imagine you’re a graphic designer creating a workflow for selling one of your productized services, for example, logo design. So the best name for this specific workflow would be logo design.
The next step is to add your Custom Fields.
Custom Fields are here to help you gather important details about the incoming Requests from your customers.
In Zendo, Custom Fields can be a:
short message
long message
URL link
single select
multi select
For example, you can set a multi select option for urgency of this particular Workflow and give four options to choose from: minor, medium, major, and critical.
The Custom Fields are connected to Workflows you create and are then available in the Request info panel (next to the chat box of the Request).
You can also decide if each Custom Field you add will be visible to the client or not by simply enabling or disabling that option with each field.
Each Workflow you create can have an unlimited number of Custom Fields.
Your customers cannot edit Custom Fields.
Once you’ve added your Custom Fields, you can now use them to collect information about the incoming Requests and orders.
Once a Request or an order has been submitted to your workspace, find the right-hand info panel and look for the Custom fields tab. There, you’ll find your Custom Fields that you can edit to collect the essential information about any Request.
You can also select the Manage button to manage the specific Custom Fields within the Workflows' settings.
Now, it’s time to complete your Workflow by adding Statuses specific to that process.
You can choose from the already existing statuses or add new ones. Choose Statuses that will fit the particular Workflow you’re working on.
Statuses help both you and your customers navigate through the progress of each Request and order, and stay on the same page.
To learn more about creating custom Statuses, read this article.
There are various statuses already available in your Zendo workspace:
New
Done
In Progress
Paid
Evaluating
Escalation
Once you've made the list of Statuses you’ll be using for the Workflow you’re creating, it’s time to automate some of them using Triggers.
While working through the Requests and orders you’re receiving, you can either update their status manually or let Triggers prompt the Status change.
For example, choose which status should pop up right after a Request gets submitted to Zendo.
The initial status could be New or Awaiting Payment if the Request is payable.
You can set which Statuses should appear for the following Triggers:
Request created
Quote sent
Payment request sent
Quote paid
Quote completed
Request’s state changed to pending
Request’s state changed to active
Request’s state changed to completed
Request archived
You can customize your Workflow even more with additional settings.
This section allows you to:
Set up an automatic follow-up message that will be sent to your clients right after they submit their Request or order.
Enable the visibility of assigned Agents, Watchers, and Request statuses to the client.
Decide whether or not you want your customers to receive status change notifications for this specific Workflow.
Save your changes and your new Workflow is now available to use on Zendo.
Roles That Can Manage Workflows: Manager, Admin, Owner
Workflows are here to help you establish your processes when delivering your services to clients or answering their inquiries.
So, instead of having to repeat the same processes manually over and over again, you can automate them by adding Statuses, Triggers, and Custom Fields specific to each Service type.
You can define different types of Services and diversify the flow for each of them.
Learn more about setting up Services in Zendo, here.
Each Workflow you create can later on be assigned to any Service you're offering for an ultimate ease of use and time saving.
Remember that before creating your Service, you must have at least one Workflow added.
How To Create A New Workflow?
To find the Workflows feature, select the Services tab on the left-hand side panel and choose Workflows from the drop-down menu.
Now, while in the Workflows tab, select the Create workflow button.
If you have already created some Workflows, you can always go back and edit them by selecting the pencil icon next to each Workflow created.
Step One: Set The Name
Set the name of the Workflow you’re creating.
Let’s imagine you’re a graphic designer creating a workflow for selling one of your productized services, for example, logo design. So the best name for this specific workflow would be logo design.
Step Two: Add Custom Fields
The next step is to add your Custom Fields.
Custom Fields are here to help you gather important details about the incoming Requests from your customers.
In Zendo, Custom Fields can be a:
short message
long message
URL link
single select
multi select
For example, you can set a multi select option for urgency of this particular Workflow and give four options to choose from: minor, medium, major, and critical.
The Custom Fields are connected to Workflows you create and are then available in the Request info panel (next to the chat box of the Request).
You can also decide if each Custom Field you add will be visible to the client or not by simply enabling or disabling that option with each field.
Each Workflow you create can have an unlimited number of Custom Fields.
Your customers cannot edit Custom Fields.
How To Collect Information With Custom Fields?
Once you’ve added your Custom Fields, you can now use them to collect information about the incoming Requests and orders.
Once a Request or an order has been submitted to your workspace, find the right-hand info panel and look for the Custom fields tab. There, you’ll find your Custom Fields that you can edit to collect the essential information about any Request.
You can also select the Manage button to manage the specific Custom Fields within the Workflows' settings.
Step Three: Add Statuses
Now, it’s time to complete your Workflow by adding Statuses specific to that process.
You can choose from the already existing statuses or add new ones. Choose Statuses that will fit the particular Workflow you’re working on.
Statuses help both you and your customers navigate through the progress of each Request and order, and stay on the same page.
To learn more about creating custom Statuses, read this article.
There are various statuses already available in your Zendo workspace:
New
Done
In Progress
Paid
Evaluating
Escalation
Step Four: Add Triggers
Once you've made the list of Statuses you’ll be using for the Workflow you’re creating, it’s time to automate some of them using Triggers.
While working through the Requests and orders you’re receiving, you can either update their status manually or let Triggers prompt the Status change.
For example, choose which status should pop up right after a Request gets submitted to Zendo.
The initial status could be New or Awaiting Payment if the Request is payable.
You can set which Statuses should appear for the following Triggers:
Request created
Quote sent
Payment request sent
Quote paid
Quote completed
Request’s state changed to pending
Request’s state changed to active
Request’s state changed to completed
Request archived
Step Five: Configure The Additional Settings
You can customize your Workflow even more with additional settings.
This section allows you to:
Set up an automatic follow-up message that will be sent to your clients right after they submit their Request or order.
Enable the visibility of assigned Agents, Watchers, and Request statuses to the client.
Decide whether or not you want your customers to receive status change notifications for this specific Workflow.
Save your changes and your new Workflow is now available to use on Zendo.
Updated on: 11/10/2023
Thank you!