AUTOMATIONS: Creating & Assigning FLOWs

What is a FLOW?

* FLOWS available only for Pinnacle plan

FLOWs are automated sequences you can set up for your Contacts to complete forms, upload/download files, and eSign documents. There are two types of FLOW: On-Boarding and On-Demand

An On-Boarding FLOW is a mandatory set of Steps a new Prospect or Client must complete before using the platform. This can be assigned during manual creation of a Contact, an Intake Form, or via CSV import.

An On-Demand FLOW can be assigned on a case-by-case basis at any time once the Contact has been added to the platform.


How do I create a FLOW?

Navigate to FLOWs in the main menu.

Click the  +Create FLOW button to get started. You can also click the dropdown menu to quickly choose a Type.

Here you can choose which FLOW Type you want to create.

IMPORTANT: Once you choose a FLOW Type, you will not be able to change it. Please make sure you choose the correct type before building your FLOW.

FLOW Type & Title

Choose a Title for your FLOW, and confirm that is the correct Type.

Toggle the Enable "Help, I'm stuck for every Step" switch to ON if you would like to place a help button on your Client's screen. This button will be located on the upper right-hand corner of your Contact's screen while viewing the FLOW for all Steps. They can click on this button and type a message to the Staff member(s) of your choosing.

Choose the Staff Member(s) that the Help messages will be directed to from the dropdown menu. You can include a message in the provided text box that will be directed toward the Staff Member. The Contact will NOT see this information.

IMPORTANT: The default message contains Dynamic Data Placeholders in your message to the Staff to record the Contact's message, FLOW Title, and Step. Be sure to to include these DDPs when customizing this message.

CLICK HERE to learn more about Dynamic Data Placeholders

FLOW Steps & Order

Click Add new FLOW Step to open a dropdown menu. When a Step is created, you can click on the icon to expand its pane to configure its details.

Step Label: This is name of the Step that will appear in the FLOW list during editing. This is intended for organizational purposes, and will NOT be seen by your Contact.

Step Title: This is the name of the Step that will appear in the  FLOW list while being viewed. Your Contact will see this name.

Help Button: Enabling "Help, I'm stuck" will place a help button on the upper right-hand corner of your Contact's screen while viewing the current Step of the FLOW. They can click this button and type a message to the Staff Member of your choosing.

The additional fields shown will depend on which  Step you choose.

CLICK HERE to learn about FLOW Steps

To rearrange the Steps, toggle the Edit Step order switch to ON. Hover over the icon at the beginning of each Step, and click and drag to change the order. While in this editing mode, you can also delete a step by clicking the icon.

IMPORTANT: The final Step will have a warning icon stating that any Actions set will not be executed. This is because Actions can be set after the completion of the entire FLOW.

Assigning Actions to FLOWs

You can assign Actions to the completion of each individual FLOW Step. Actions can also be assigned at the completion of the entire FLOW.

CLICK HERE to learn more about Actions


How do I view Settings and Preview the FLOW?

To configure additional settings for the FLOW, click the Settings button in the upper right-hand corner of the screen.

You can choose the background color that will show on either side of the FLOW screen with a Color Picker. Or, you can toggle Show Full Width to "On" to stretch the FLOW to fit the entire screen.

By default, the user is redirected to their Dashboard once the FLOW is complete. You can specify a different place to be redirected to, by either direct link or a Dynamic Placeholder Link.

CLICK HERE to learn about Dynamic Placeholder Links


To preview a FLOW, click the Preview button on the upper right-hand corner of the screen.

This will show you exactly what the Contact will see. Note: Some features will not be functional.


How do I assign an On-Demand FLOW?

IMPORTANT: An On-Demand FLOW will only be available to assign if it has at least one Step. It will NOT show up in the dropdown menu if it does not have any Steps.

To assign an On-Demand FLOW to a Contact, navigate to CRM > Contacts.

Choose Assign FLOW from the Options menu button for the Contact you wish to assign.

   This will bring up a modal that will allow you to choose a FLOW from the dropdown menu. After you have assigned the FLOW, the Options menu will instead have a Cancel Assigned FLOW menu item if you need to do so.

To assign an On-Demand FLOW to multiple Contacts, use the check boxes beside each Contact to select them. Click the Make a selection dropdown menu and select Assign FLOWs.

TIP: You can only assign one FLOW to a Contact at a time. Once a FLOW has been completed by a Contact, it will no longer be assigned to them.


How do I assign an On-Boarding FLOW?

IMPORTANT: An On-Boarding FLOW will only be available to assign if it has at least one Step. It will NOT show up in the dropdown menu if it does not have any Steps.

An  On-Boarding FLOW can only be assigned to Contacts before they are added to the platform.

Manually adding a Contact

You can assign an On-Boarding FLOW while manually adding an individual Prospect or Client to the platform.

Navigate to CRM > Contacts, and click the +Add Contact button.

CLICK HERE to learn more about Adding a Contact

In the section On-Board FLOWs, choose a FLOW from the dropdown menu to assign it to them. As soon as the Contact activates their account, they will be prompted to complete the FLOW before gaining access to the rest of the Portal.

CRM Intake Form

If you are recruiting Prospects or Clients via an Intake Form, you can set an On-Boarding FLOW to automatically be assigned to them.

Navigate to Forms in the main menu, and click the +Create Form button. Choose CRM Intake Form when prompted.

CLICK HERE to learn about CRM Intake Forms

You'll find the On-Boarding FLOW dropdown menu in the Form Actions section.

CSV Import

If you are importing your Contacts from a CSV file, you can assign an On-Boarding FLOW your Prospects and Clients along with the import.

Navigate to CRM > Contacts.

Click Import Contacts in the top navigation menu bar.

CLICK HERE to learn about importing your Contacts

After uploading your CSV file, you can choose an On-Boarding FLOW from the dropdown menu in the Role & Automation section.

TIP: This field will only be available when choose Prospects or Clients as the Role.

This will assign the FLOW to all of Contacts currently being imported.


What does the Contact See?

IMPORTANT: The FLOW can only be seen when the Contact logs in. It cannot be seen while Impersonating the Contact.

If you have assigned an On-Demand FLOW, the Contact will receive a Notification in their Notification Center that there is a new FLOW to complete.

Clicking on the Notification will initiate the FLOW.

For an On-Boarding FLOW, the screen will appear automatically with no action required by the Contact.


The list of Steps will appear on the pane located on the left on the screen. Each Step will have an element to be completed. In the above example, a digital signature pad must be signed.

If the Contact wishes to redo a Step, they can click on the completed Step title. Once all FLOW Steps have been completed, the Contact will have the option to confirm and close the FLOW.

Clicking the help button will bring out a panel where they can type a message. After clicking the Send button, the message will be sent as a Notification to the Staff Member(s) specified for this FLOW and FLOW Step.

In addition, each sent help message is logged and viewable by the Contact.

CLICK HERE to learn about viewing FLOW Status / Submissions

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