Planning & Building your Workflows

Planning & Building your Workflows

Related Help Guide Pages

• https://accessplanit.atlassian.net/wiki/spaces/HG/pages/83132472

• https://accessplanit.atlassian.net/wiki/spaces/HG/pages/83427376

• https://accessplanit.atlassian.net/wiki/spaces/HG/pages/83099706

• https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3001417732

Workflow Templates are often the backbone of how you communicate vital information based on Courses, Delegates, Invoices and Important Updates, taking the time to plan them thoroughly before you start building is essential. A little preparation up front can prevent a lot of confusion, missed details, and rework later on.

When you map out your Workflow Templates in advance, you give yourself the opportunity to think through every scenario and every audience that needs to be informed. This means you’re far less likely to overlook an important touch point—whether that’s an entire Workflow Template, such as a crucial reminder email for your Trainers, or a key piece of content within an email, like informing your Delegates that there’s pre-work to complete in their joining instructions.

Planning first allows you to spot gaps, sequence your communications logically, and ensure the tone, timing, and messaging are consistent across all your emails. Instead of scrambling to add missing information later—or worse, having to resend updated emails—you can deliver a polished, professional communication process from day one.

Think of it like drawing the blueprint before building the house: the more clearly you define your Workflows in the planning stage, the stronger and more seamless your communication will be when it matters most.

Follow this page to learn how to plan and build your Workflows

Map your Processes

First start by mapping out your processes for your courses. Consider the perfect journey, including the Delegate booking process, reminders, certification, evaluation forms and admin notifications. Also be sure to consider the imperfect journey, include Delegate transfers and course cancellations.

The image below illustrates an example process:

Open

Here are some example processes for you to consider:

• Delegate booking on a Classroom course.

• Delegate booking on a Webinar course.

• Delegate booking on an eLearning course.

• Delegate booking on a Document course.

• Placeholder booking on a Classroom course.

• Placeholder booking on a Webinar course.

• A Delegate cancels their place on a course.

• A Delegate transfers from one course to another.

• A Classroom or Webinar course is cancelled.

• Trainer is assigned to a Classroom course.

• Trainer is assigned to a Webinar course.

Here are some example processes for you to consider:

• Delegate booking on a Classroom course.

• Delegate booking on a Webinar course.

• Delegate booking on an eLearning course.

• Delegate booking on a Document course.

• Placeholder booking on a Classroom course.

• Placeholder booking on a Webinar course.

• A Delegate cancels their place on a course.

• A Delegate transfers from one course to another.

• A Classroom or Webinar course is cancelled.

• Trainer is assigned to a Classroom course.

• Trainer is assigned to a Webinar course.

Identify your communications

Then for each process, identify what communications are currently sent during this process which you would like to automate, and any communications which you do not currently send as it would take too long manually.

Here are some example communications:

• Booking confirmation email for the person who made the booking.

• Confirmation of booking email to the Delegate.

• Pre-course survey to the Delegate.

• Joining Instructions email to the Delegate with venue details (classroom courses only).

• Joining Instructions email to the Delegate with webinar log in details (webinar courses only).

• Joining Instructions email to the Delegate with how to access eLearning content (eLearning courses only).

• Course date reminder SMS to the Delegate before the course (classroom and webinar courses only).

• Course date reminder email to the Trainer before the course with a Delegate list attached.

• Confirmation of cancellation email to the Delegate and their manager.

• Confirmation of transfer email to the Delegate and their manager.

• Course cancellation email to the Delegates and the Trainer.

• Placeholder places are still unassigned email to the placeholder’s booker.

• Payment confirmation email to the Account/User linked to the booking’s invoice.

• Payment is overdue to the Account/User linked to the booking’s invoice.

• Course evaluation form to the Delegate (public courses only).

Define the content of your communications

Take each communication, and define what you would like the subject and the body to be. 

For example:

When creating your Email and Text Templates, its important to ensure that their module corresponds with the module of the Workflow they'll be used for. To learn more about modules, click here.

Define the rules and triggers for your communications

Once you are happy with the content of your communications, you can define the rules and trigger options for each communication.

Rules: Workflow rules determine when a Workflow should be created.

Triggers: Workflow triggers determine when the Workflow action should be sent.

While you are deciding your Workflow rules, think about both when you would like the Workflow to be created (i.e. the Delegate has been booked), and when you wouldn’t like the Workflow to be created (i.e. but not when they are attending the course as a sub-session of another course).

Here are some example rules and triggers for communications:

Common additional Workflow rules are:

• Only send when the course is offered by a certain Training Provider.

• Only send to courses which contain ‘ABC’ in the course label.

• Only send when the Delegate is not attending the course as a sub-session of another course (this is very common for Workflows, as it prevents the Delegate getting each communication for their main booking, as well as every session they are booked on to).