What good looks like
A narrowly scoped, tested rule that sends the right message or task once and leaves an auditable result.
Have these details ready
- A recurring business event and required response
- Approved audience, channel, wording, and timing
- An owner for failures and exceptions
Run the workflow
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Define trigger and outcome
Write when the rule should run, what condition must be true, who receives what, and what should happen next.
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Choose workflow area
Open the relevant Jobs, Leads, Quotes, Collections, Booking, Customer Service, Procurement, Agreements, or Approvals workflow.
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Limit conditions
Add status, amount, date, location, team, priority, customer preference, or other supported criteria to prevent noise.
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Configure action
Create the notification, task, assignment, or status action with customer-safe wording and a responsible internal owner.
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Test controlled cases
Test one matching, one non-matching, one duplicate/retry, and one missing-data case. Confirm timing, recipient, record link, and history.
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Enable and monitor
Activate the rule, watch early runs, and review failures, duplicates, opt-outs, and workload created before expanding it.
Check your work
Do not call the workflow complete until these statements are true.
- The rule runs only for intended records
- Recipient, wording, and record link are correct
- Failures and duplicate prevention have an owner
If something does not look right
A message sends twice
Disable or narrow overlapping rules and inspect trigger/history before re-enabling.
A customer should not be contacted
Check channel preference, consent, status, and exclusions; correct the rule rather than suppressing one record repeatedly.