The Workflow feature is a powerful automation tool that allows businesses to streamline customer engagement and communication. Instead of manually sending reminders, follow-up emails, or promotional messages, the system uses predefined triggers and rules to automatically reach out to customers at the right time through email or WhatsApp. This ensures consistency, saves time, and improves customer experience.

Here is a more detailed explanation of how it works:

1. What is a Workflow?

A workflow is a series of automated steps or actions that are triggered by a customer-related event in your system. Common triggers include:

• When a new customer is created – e.g., sending a welcome message.
• When a customer completes a purchase – e.g., sending a “thank you” message or cross-sell offers.

Each workflow can contain multiple steps, and these steps are carried out in sequence, based on timing intervals that you set.

2. How Automated Workflows Function

• Message Delivery: Workflows can send automated messages to customers through email or WhatsApp.
• Triggers: The workflow begins when a specified condition is met (e.g., new customer added, order completed).
• Intervals: You define the gap in days between messages. For example:
• Day 1: Send welcome message.
• Day 3: Send introduction to services.
• Day 7: Send special discount offer.
• Message Volume: You can decide how many messages the workflow will send in total.

The integration with Swift Cloud’s email and WhatsApp agents ensures that once a workflow is set, the system handles the messaging automatically without requiring further input.

3. Navigation and Setup

To create or manage workflows, follow these steps:

1. Go to CRM
• From the main dashboard, navigate to CRM → Workflow.
2. Create a New Workflow
• Click Create New.
• Fill in the required fields:
• Name: A descriptive title (e.g., “New Customer Welcome”).
• Trigger Type: Choose the event (e.g., customer creation, purchase).
• Is Active: Yes/No (enables or disables the workflow).
• Use AI: Option to let AI enhance messages with natural responses.
• AI Prompt/AI Resource: Provide details about your company so the AI can personalize responses.
• Click Create.
3. Quick Setup Option
• From the workflow setup page, select:
• Trigger: What activates the workflow (e.g., customer creation).
• Interval (days): Time gap between messages.
• Number of Steps: How many messages to send in the sequence.
• Channel: Choose Email or WhatsApp.
• Click Create Workflow → OK.
4. Edit or View Workflow
• Click on the workflow’s name to see details.
• Use Edit to change steps, add messages, or adjust intervals.
• Click Save after making changes.
5. View Messages
• To see the messages that will be sent, go to Admin → Messages.

4. Benefits of Using Workflows

• Time Efficiency: No need to manually follow up with every customer.
• Consistency: Every customer gets the right communication at the right time.
• Personalization: With AI, messages can be customized based on your company profile.
• Scalability: Handle thousands of customers at once without additional effort.
• Customer Engagement: Keeps customers engaged even after their first interaction.