There are 2 main components to a Workflow:

1) The Workflow itself where you specify things such as the name and type etc and;
2) The actual Workflow Tasks which make up the Workflow.

When adding a new Workflow, the first items you need to enter are detailed below:

The name of your Workflow. This should be something as intuitive as possible to make it easy for you recognise what the Workflow relates to relates to and should be used for.

Here you need to select the Service which the Workflow will be used for. Your Services under added under the System Settings menu, so if you need to add a new Service to be used for the new Workflow, then you must add the Service first before creating the Workflow.

There are only 2 Types of Workflow available, from which you must select one option:

To be used for Leads only and therefore for sales enquiries / processes.

To be used for Orders only and therefore invariably used for Orders resulting from Leads which proceed to orders.

When creating a new Workflow for a Service, you have the option to mark the “Workflow as default” which in doing so, means that automatically a Service is selected for a Lead or Order, the Workflow is applied.

For example, say Workflow “Service 2 Fast Track Order” was marked as the Default Workflow for “Service 2”, each time you add a new Lead for “Service 2” this Workflow will automatically be selected.

You can change the Workflow on a Lead / Order at any point whilst Adding a new Lead / Order but the Workflow can’t be changed once created. So for example, if you were adding a Lead and upon selecting “Service 2” you didn’t wish the default workflow to apply in this instance, you simply change the Workflow from the Default to the Workflow which you wish to apply in this instance.

Additionally, a Default Workflow can be changed at any point in time, so for example if you applied a certain Workflow as the Default only during certain seasons, you can change it to another Workflow after the season by simply marking another Workflow as the new Default.

Once all of the above items have been added, the Workflow you then to define the main element of the workflow which are the Workflow Tasks.

All of the following component are required to specify a Task in a Workflow:

Give each Task an intuitive name which clearly describes it – for example, if the Task is sending customer an email to confirm receipt of the Lead, then you could call the Task “Send Customer Welcome Email” for example.

This is a numerical value which dictates the order in which the Task should appear in the Workflow. If for example the Task is the 1st Task, then 1 should be entered in this box and if it the last Task of 10 in a Workflow, then 10 should be entered here.

Each Task in a Workflow must be assigned to a User Type to action and complete the Task.

Assigning a Task to a User Type instead of an individual User keeps the Task generic so that Workflows can be defined once and applied across all Team members. When a Lead / Contract is Added, it is at this point that the individual User who will process it is selected which makes things much simpler to setup and administer.

The options which exist in this box by clicking the down arrow are dynamically generated by all of the active User Types you have live on your portal. If a User Type you wish to use does not appear in the list, go to the User Types menu under System Settings and make the User Type Active which will then make it appear here.

This is an optional field but also a very useful feature when used correctly.

Once you have selected the User Type who will be assigned the Task, you then need to select the User Types who will be notified about the Task. So here you have the option to send notifications via email and/or SMS (if configured) to one or more User Types defined in this box (hold control to multi select) about the Task.

For example, as per the above example Task “Send Customer Welcome Email” you can automate the sending of the email to the Customer here by selecting “Customer” in this box. When the Workflow then runs, once this Task is hit in the Workflow, the Customer will automatically be sent an email template (see next step) by Lucro which saves a lot of time in manual processing etc.

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In a similar manner to the box above, which is notifies User Types of the Task, this box is about which User Types can View the Task in their personal Lucro Panel.

This is very useful for example if you are providing Lucro access to your Customers to monitor their Contract progress and you wouldn’t wish of course for the Customer to be able to view any details around commissions etc. So, using this box you can select only those User Types you wish to see the Task and equally any Comments / Activities posted on the Task. For example, with a Workflow of around 10 Tasks, you might only wish your Customers to view half of these as the others might be for internal use only.

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There are 2 types of Alerts available for Workflows – Email Alerts and SMS Alerts.

The email templates which can be used here are fully editable under the Email Templates / Custom Templates section and you can add as many templates as you wish.
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The SMS templates as listed under the SMS templates section and you can add as many templates as possible. Note, you must have SMS enabled on your Lucro portal in order for SMS to be available – please contact Support if you require details.

Below we describe the different template options and when they can be used, if you wish to do so, since ALL Alert Templates are optional.

As a Workflow progresses, once a Task is reached in the Workflow, the Customer will automatically be sent the email template as selected in the boxes below. If no email templates are selected in the boxes below, then no emails will be sent to the Customer.

Once a Workflow Task is marked as Completed, the template selected here will automatically be sent to the Customer. This is very useful for instance to keep your Customers updated and notified of key stages and milestones, such as for example, once a Lead has been received, order been shipped etc.

So for example, if the Workflow Task is something along the lines of “Lead Received” you can automate the sending of the email to the Customer to confirm receipt here by selecting the name of the Customer email template in this box.

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This template will be sent automatically to the Customer every time a comment is posted on a Task.

For Leads, it is NOT advisable to specify Customers to be notified as the comments posted as most likely to be for internal use only. However, for Orders, which invariably only apply once a sale and agreement is in place, then you might wish to notify Customers re. comments placed on Tasks.

This template connects to the Box “Select User Type Assigned this Task”. So for example, if the Task is “Send Customer Welcome SMS” you can automate the sending of the SMS to the Customer here by selecting the name of the Customer SMS template in this box.

When the Workflow then runs, once this Task is hit in the Workflow, the Customer will automatically be sent the SMS template selected in this box.

This works similar to the box above, but whereas the template above is sent when the Task is assigned, the template selected here is sent when the Task is marked as Completed.

”So for example, if the Task is “Quote Sent to Customer” you can automate the sending of the SMS to the Customer here by selecting the name of the Customer SMS template in this box.

This template will be used and sent automatically to all User Types who are specified as being Notified about the Task (i.e. as specified in the box “Select User Type/s to be Notified about this Task”) and will be sent an SMS every time a comment is posted on a Task.

For Leads, it is NOT advisable to specify Customers to be notified as the comments posted as most likely to be for internal use only. However, for Orders, which invariably only apply once a sale and agreement is in place, then you might wish to notify Customers re. comments placed on Tasks.