A workflow is an ordered series of actions that are spread across multiple days. A workflow can be created standalone from scratch or based off an existing workflow.

Create workflow

This provides you with a wizard to create a sequence of days that you would like to interact with your customer.

Each day provides you the ability to build out a send plan using the following building blocks:

• Decision split: A decision split allows you to select a ruleset that decides the next action to take depending on the decision result being true or not. The next action can be another Decision split, Make Contact, Take no action or a Wait.
• Make contact: This is when you have decided to contact your customer. Here you select the channel (SMS, Email, Both SMS and Email, Letter, Phone) you'd like to use for communicating. Once you've selected the channel, you can then optionally decide to customise:
  • Payment arrangement: You can choose to offer a more customised arrangement configuration to support situation where you offer a more flexible arrangement option vs a stringent one early on in the workflow.
  • Discount: You can choose to offer discounts on a specific day.
  • Partial payment: Offer the ability to make a part payment on a specific day in the workflow.
• Take no action: This is usually when you've reached a point in the decision process where none of the decisions to send have come true, thus, ending in a No send decision.
• Wait: This is usually used when you'd like to make a hold on customer comms. Once a customer reaches the Wait state, the platform will wait until 24 hours before re-attempting again. If the decision is again a Wait, the platform will re-attempt in 24 hours. This is continued until the customer does not qualify to wait any longer and goes through a send action.

AI Workflow

An AI-driven workflow is a workflow that uses a machine learning model to decide the best channel/time to send customer comms.