FLOWs: Creating & Assigning FLOWs

What is a FLOW?

FLOWs are automated data collection sequences you can set up for your Contacts or Staff to complete forms, upload/download files, set Appointments and/or eSign documents.

An On-Boarding FLOW is a set of Steps a new Prospect/Client must complete before they are permitted to continue in the platform. This can be assigned during manual creation of a Contact, a Kickoff 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.

IMPORTANT: FLOWs are only available at the Pinnacle Plan level.

How do I create a FLOW?

Navigate to Onboarding>FLOWs in the main menu, and click the +Add FLOW button.

You'll be able to 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 Title & Usage

FLOW usage is where you stipulate if the FLOW is going to be aimed at  Contacts or Staff.  The Usage will default to Contacts however you can click usage dropdown arrow to select Staff.

Choose a  Title for your FLOW. The assigned user will be able to see this name.

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 (DDP) 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 added, it will be expanded by default for you to configure its details.

Step Label: This is the 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.

Allow this FLOW step to be skipped: If toggled, this will enable the user to skip the Step.  If this option is not toggled, the Step will be compulsory and the user must complete the Step before proceeding to the next step or completing the FLOW.

IMPORTANT: When a Step is skipped, the Step will be considered "complete" and any configured Automations for that Step will be fired.

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

CLICK HERE to learn about FLOW Steps

To rearrange the Steps, hover over the icon at the beginning of each Step, and click and drag to change the order. 

Assigning No-Code Automations to FLOWs

You can assign Automations to the completion of each individual FLOW Step. 

Automations can also be assigned at the completion of the entire FLOW.

CLICK HERE to learn more about Automations

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

How do I configure settings for the FLOW?

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

A modal will appear with additional settings.

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 switch between FLOWS?

While working on a FLOW you can easily switch to a different FLOW/FLOW type by clicking on the dropdown and selecting one from the list. You will see this dropdown on the top right and it will be titled the name of the current FLOW you are working on.

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.

On Demand FLOWs can be assigned manually in the Contact or Staff record or by adding the Contact/Staff person to the FLOW via Assignments.

Assigning via FLOWs

Click the Options menu button and select Manage Assignments.

A modal will appear in which you can manage which Contacts/Staff are assigned to the FLOW.

Select a Contact or Staff Member from the dropdown menu to instantly assign an On-Demand FLOW to them. All current Contacts/staff who are assigned to the FLOW will be shown at the bottom.

You can un-assign a Contact/Staff Member by clicking the icon beside their name. You can also filter assigned Contacts/Staff by entering a name into the search field.

Assigning via CRM>Contacts

To manually assign an On-Demand FLOW to an individual Contact navigate to CRM > Contacts.

Choose Assign/Cancel 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 one or multiple On-Demand  FLOWs from the dropdown menu.

When you assign a FLOW you can return to the Assign/Cancel On-Demand FLOW option to either add additional FLOWs or cancel an already assigned FLOW.

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.

Assigning via the Staff Record

Go to the Staff Members record in Flyout > Manage Staff and click the three dots and 'Assign On-Demand FLOW'.

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/Staff before they are added to the platform.

Manually adding a Contact

You can assign an On-Boarding FLOW while 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-Boarding 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.

Manually adding a New Staff Member

You can assign an On-Boarding FLOW while adding the new Staff Member to the platform.

Go to Flyout > Manage Staff and click to +Add Staff Member.

CLICK HERE to learn more about Adding a Staff Member.

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

Kickoff Form

If you are recruiting Prospects or Clients via a Kickoff 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 Kickoff Form when prompted.

CLICK HERE to learn about CRM Kickoff Forms

You'll find the On-Boarding FLOW dropdown menu in the Form Assignments section for new Contacts.

Importing Contacts and Companies via a CSV File

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

Navigate to CRM > Contacts.

Click the three dots in the top navigation menu bar and select  Import Contacts or Import Companies.

CLICK HERE to learn about importing 

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 you choose Prospects or Clients as the Role.

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

What does the Target See?

IMPORTANT: The On-Boarding FLOW can only be seen when the target logs in for the first time. It cannot be seen while Impersonating.

If you have assigned an On-Demand FLOW, the Target 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 Target.

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 theTarget wishes to redo a Step, they can click on the completed Step title. Once all FLOW Steps have been completed, the Target 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 / Submission

How do I manage my FLOWs?

Navigate to OnBoarding>FLOWs in the main menu.

Click the Options menu button next to the FLOW you would like to manage.

Edit: Make changes to your FLOW.

Preview: See what your FLOW will look like to your Contacts.

Manage Assignments: For On-Demand FLOWs, you will be able to quickly manage Contact assignments.

Status / Submissions: For both On-Demand and On-Boarding FLOWs, you will be able to view their progress and submissions.

Duplicate: Copy this FLOW. Automations will not be duplicated.

Delete: This action cannot be undone.

CLICK HERE to learn about Managing FLOW assignments & submissions