Workflow

Workflow is a visual automation tool provided by SaleSmartly. You can connect events such as customer entry, message interaction, customer information changes, and timeouts into automated business processes using triggers, process branches, and actions. This can be used for scenarios such as automatic replies, customer routing, tag management, customer service assignment, and conversation processing.

Channel Applicability Notes: Different social media channels, account types, and conversation scenarios may support different triggers, conditions, and actions. The workflow editor will display available options based on the current selection. The content listed in this article is only a partial example and does not represent support for all channels. Please refer to the actual display on the product page for the most accurate information.

1. Entering the Workflow

Click on "Workflow" in the left navigation bar of SaleSmartly to access the workflow list.

In the workflow list, you can:

• Search by workflow name or ID;
• Filter by data range, status, social media channel, creation time, and update time;
• View workflow status, applicable channels, number of triggers, number of triggers, participation rate, completion rate, category, and update time;
• Perform operations such as [Data], [Edit], [Test], [Copy], and [Delete] on existing workflows ;
• After selecting multiple workflows, you can set categories or delete workflows through the "Batch Operations" function .

2. Creating a Workflow

• Click "Create Workflow" in the upper right corner of the workflow list .
• In the "Select Social Media Channels for Workflow Application" section, select the appropriate channels for your workflow.
• Choose either a blank template or a preset template based on your business needs.
• After entering the workflow editor, continue configuring triggers, process branches, and actions.

Note: Some channels require selecting either a one-on-one chat or a group chat scenario. The selected channel, account type, and conversation scenario will affect the available triggers, conditions, and actions; these cannot be modified after creation, so please confirm before creation.

The pre-built template already includes basic nodes and connections. When using the template, you still need to check whether the message content, branch conditions, customer service members, and social media accounts are compatible with the current project.

3. Understanding the Workflow Editor

1. The workflow editor mainly includes the following areas:

• Top bar: Displays workflow name, applicable channels, and provides "Test" and "Save" options;
• Canvas: Supports setting the execution order of triggers, flow branches, actions, and nodes;
• Node entry point: Click the "+" on the left to add a process branch or action;
• Canvas tools: Supports automatic layout, zoom in, zoom out, centering, and viewing operation prompts;
• Configuration panel: After clicking on a node in the canvas, view or modify the node configuration in the pop-up panel.

2. Workflows typically run in the following order:

Trigger → Flow Branch (Optional) → Action → Subsequent Action

4. Configuring Triggers

Triggers define the conditions under which a customer enters the workflow. Click the "Triggers" node in the canvas to view existing triggers or add other triggers.

Examples of some triggers: new or returning visitors, visitors sending messages, contact tag updates, visits to specific pages, customer service or visitors not responding within a timeout period, etc.

The above are just examples. The specific names, configuration items, and availability will vary depending on the social media channel, account type, and session scenario. Please refer to the actual options in the trigger selection panel.

When adding a trigger, please complete the triggering conditions required by the page. If multiple triggers are configured for the same workflow, please also check the trigger priority and the applicable channels for each trigger.

5. Add process branches

Process branches are used to guide customers to different execution paths based on customer attributes, behaviors, or other conditions.

• Click the "+" on the left and select the desired node in " Process Branches" .
• Configure the branch name and judgment conditions.
• Check whether both the regular branch and the default branch are connected to subsequent nodes.

Conditions can be determined based on customer information, tags, source, behavior, or other business information. For example, customers can be assigned to different paths based on customer tags or source. The above are just some examples; the actual selectable conditions and process branches are subject to the current channel page.

Conditional branches are matched in a top-down order; once the client matches the first matching ordinary branch, execution continues along that branch. If none of the ordinary branches are matched, the client enters the default branch.

Recommendation: Do not leave the default branch blank. Configure notification messages, customer service assignments, or other fallback actions for unmatched customers to prevent the workflow from ending prematurely.

6. Adding Actions

An action is an operation performed by the system on a client, session, or external system after a workflow is triggered.

• Click the "+" on the left and select the desired node in the "Actions" menu.
• Complete node configuration.
• Check if the node is connected to the correct previous and next nodes.

Examples of some actions: sending messages, adding tags, delaying the wait, assigning customer service representatives, ending a session, updating customer information, or initiating external requests, etc.

Some comment handling, private message, button, card, and comment invitation actions are only available on designated channels; more available actions are subject to actual functionality.

Example: Sending a message

In the "Send Message" action, you can add text, images, voice messages, videos, attachments, or cards, and add buttons based on the channel's capabilities.

Different channels have limitations on message types and the number of buttons; please refer to the "Instructions for Use" in the configuration panel for details. It is recommended to test before enabling the official workflow to confirm that the message content, buttons, and images display as expected.

Further details are subject to change based on actual functionality.

7. Save and link your social media accounts

• Click "Save" in the upper right corner of the editor .
• Enter the [Process Name] .
• Select a workflow category.
• Set the [Process Status] : When enabled, the workflow can be executed when the conditions are met; when disabled, the workflow will not run.
• Select the specific account from the "Linked Social Media Accounts" list to execute the workflow.
• After confirming that the configuration is correct, click "OK" .

Important: If no associated social media account is selected, the corresponding social media account will not execute the current workflow by default. Please select the designated account according to the scope of your business, and do not judge that the workflow has taken effect solely based on the channel name.

The new workflow does not have a separate "publish" status. Whether a workflow is officially running is determined by the [process status] set when saving and the associated social media account.

8. Managing existing workflows

After returning to the workflow list, you can perform the following operations:

• Status switch: Quickly turn the workflow on or off;
• Data: View the trigger data for workflows and nodes;
• Edit: Enter the editor to modify nodes or save settings;
• Test: Test the saved workflow;
• Copy: Copy an existing workflow and create a copy that is closed by default;
• Delete: Delete workflows that are no longer in use;
• Batch operations: Set categories or delete in batches.

Please ensure the workflow is no longer in use before deleting it. If you need to retain the configuration, you can copy the workflow as a backup first.

9. View workflow data

To view workflow trigger data, you can check the details of the corresponding workflow triggers in the list of "Triggered Users in Last 7 Days".

To view workflow node data details: Click on "Data" on the right side of the workflow in the list to enter a read-only data view, where you can view the number of triggers and the number of times each node in the canvas has been triggered. The workflow list will also display the number of triggers, the number of triggers, participation rate, and completion rate within the statistical interval, making it easier to assess the effectiveness of the workflow.

10. Frequently Asked Questions

1. The workflow has been saved, why wasn't it executed?

Check in sequence:

• Is the workflow status enabled?
• Has the correct social media account been linked?
• Does the trigger support the current channel?
• Does the customer actually meet the triggering conditions?
• Are the nodes correctly connected?
• Does the action node support the current channel?
• Does the conditional branch assign the customer to a path without subsequent nodes?

2. Why can't I save the workflow?

The system will verify the node configuration before saving. Please check the required fields, node connections, message content, condition settings, and other node parameters according to the error messages displayed on the page. After handling the first error, save again to continue the check.

3. Why can't I find a certain trigger, condition, or action?

The workflow will display available filtered nodes based on the social media channels selected during creation. Triggers, conditions, or actions not supported by the current combination may not be displayed or may fail to complete configuration. Please refer to the actual options on the current workflow page.

4. Why didn't the client move to the expected branch?

Conditional branches are matched in top-down order. Please check if higher-priority branches have already been matched and if the default branch has the correct follow-up action configured.