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Workflows give your team complete control and flexibility to build out virtually any customer engagement process you need, right inside of Flywheel. Let’s dive in to understand the basics and get you started on building your first workflow.

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What are workflows?

Workflows are created in a visual workflow builder right inside of Flywheel. You can design powerful, intricate, and time-saving systems that can be iterated on demand. Whether you’re looking to automate repetitive tasks, create a customer onboarding system, or implement comprehensive customer success processes, workflows have you covered. From marketing to customer success, to revenue operations, if you can think it, you can build it with workflows.

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Components of a workflow

Understanding the components of a workflow will give you a clearer picture of how to create, run, and refine your processes: Canvas: This is your primary workspace, where you’ll piece together the different actions of your workflow. Actions: Think of these as individual steps in your workflow. They can range from sending emails, assigning team members, to even more complex operations. See all actions available in our action library. Paths: These are the connectors between actions, dictating the flow and sequence of actions within your workflow. Triggers: This defines when your workflow starts and what data will be passed into it. It could be an event, like a new user signing up, or when users don’t complete expected actions within a timeframe. Inputs: Information or data that is required for an action to run. Variables: These are dynamic input values. For instance, the name of a new customer to use in subsequent actions. The value will be different for every run of the workflow. Runs: Each execution of a workflow is called a ‘run’. This can help you track individual instances of a workflow. Conditions: Add sophisticated logic to filter users based on properties, event data, or behavioral patterns.

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Building a workflow

To build a workflow you start with a trigger. Here’s a step-by-step guide: Choose your trigger:

Event Trigger

Responds to specific user actions like sign-ups, purchases, or custom events

Drop-off Trigger

Activates when users fail to complete expected actions within a timeframe
Navigating the canvas: Scroll with a trackpad or use keyboard shortcuts to move around the canvas. Adding actions: Hover over your trigger or any action and click the + icon to add the next action to your canvas. Available actions include: Communication Actions:

Send Marketing Email

Send personalized marketing emails with rich content

Send One-to-One Email

Send personal, transactional emails

Send Smart Message

Send intelligent, context-aware messages

Send Slack Message

Send messages to Slack channels or users

Send Slack Channel Invites

Automatically invite users to Slack channels
Assignment & Management Actions:

Assign CSM

Automatically assign Customer Success Managers

Round Robin

Distribute leads or tasks fairly among team members

Create Slack Channel

Create dedicated channels for customers
Logic & Control Actions:

Filter

Apply conditions to control workflow flow

If-Else

Create branching logic in your workflows

Wait

Add delays between actions
Data & Analysis Actions:

Find Event

Search for specific user events
Support Actions:

Create Intercom Ticket

Automatically create support tickets
Setting inputs: Define the data each action needs to execute correctly in the panel on the right-hand side. Using variables: Click the variable icon to set dynamic values for your input. Use variables to add user data or values from previous actions. These will change based on what data is passing through the workflow on that run. Deleting actions: Simply select the unwanted action and hit backspace or delete. Reordering actions: Select the paths you’d like to remove and hit backspace. Click and drag the connecting node to another action to create a new path. Publishing: Click Publish to take your workflow out of the draft stage and allow it to be run when the trigger condition is met. Pausing: Click the published toggle to pause a workflow and stop it running.

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Important things to know

User permissions: Make sure your workflow has the necessary permissions to access user data and perform actions. Testing: Always test your workflows with sample data before deploying to ensure they behave as expected. Email preferences: Marketing email actions automatically respect user opt-out settings and preferences.

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Workflow examples

New User Onboarding
Onboarding Drop-off Recovery
Customer Success Escalation
Congratulations! You are now equipped with the foundational knowledge to harness the power of workflows. As you continue to explore and experiment, remember that workflows provide a canvas to bring your unique visions for customer success and growth to life. Happy building!