This article explains how to add actions to a Legacy Servicing Automated Workflow in AMS+. Actions are what the workflow does when it triggers — it can send an email, create and assign an activity, or both.
Requirements
- You must be logged into AMS+ as an Agency User.
- You must be assigned to a Security Group with the Manage Automated Workflows permission.
In this article
Adding an action
- On a Legacy Servicing Automated Workflow, select the New Action button on the Actions tab.
There is no limit to the number of actions you can add to your workflow, but you need at least one.
- Choose the type of action you want the workflow to take when triggered.
An action can create an activity or send an email. You can add any combination of activity and email actions to your workflow.
- Specify the timing of action — when you want it to occur.
If you want an action to occur shortly after the workflow is triggered, set the timing to "0 Days after trigger".
- Define action details.
If the action is creating an activity, fill out the activity details, follow-up type, and note. If the action is sending an email, fill out the recipient information and email subject and message.
- Save the action.
If you're creating a new workflow, make sure you go back to the workflow details tab and activate the workflow. Otherwise, it will not perform any actions.
Types of actions
An action can send an email or create and assign an activity. Here's what you can set for details on each action type.
Send an email
If you want an action to send an email, here are the details you'll need to set up.
| Field | Description |
|---|---|
| Email Subject |
Pick a subject that conveys the purpose of your email. Make sure to follow best practices for sending an email by using a short and concise subject. You can also add variable data to the email subject. Add variable data for the recipient's first name so it grabs their attention when they open their inbox. |
| Send to | Select a recipient. The available recipient options depend on the trigger type. |
| BCC | Add another agent, user, or manager as a BCC to keep them in the loop. |
| From Name | This name will display when your recipients open their inbox. Use a name your recipients will recognize. You can use the servicing agent's name, your marketer's name, or a custom name. |
| Reply to Email | Replies from email recipients will go to this email address. You can use the servicing agent's email, your marketer's email, or a custom email address. Whoever you pick, notify the servicing agent or team member ahead of time so they can prepare for incoming questions. |
| Email Header | This setting adds or excludes your business logo from the top of the email. If the recipient is a user in AMS+, the email will use a notification format. Once you've set up the email details, compose your email content in the Edit Email area. |
Check out the articles on creating & drafting emails for additional details on composing emails. You can use your saved content to reduce time in creating commonly used email messages. Additionally, use variable data to personalize your emails.
Example email action
Create and assign an activity
Creating and assigning activities via Automated Workflow is similar to how you'd normally create an activity. When a workflow is triggered, the action will create an activity with the status, note, and other details that were specified during setup and assign it to a follow-up user, team, or servicing agent.
| Field | Description |
|---|---|
| Notes | Enter a brief note for follow-up instructions or to document the event. |
| Subject | Use a subject that conveys the purpose of the activity. |
| Priority | Set the priority for the activity. |
| Status | Set the status to help you track the activity's progress. Create an activity with a complete status when you want to track an item for historical purposes. |
| Type | Set the type to categorize the activity and make it easier to find in searches and reporting. |
| Method | Select an activity method to indicate the event behind the activity. |
| Follow-up Type | Assign a servicing agent, user, and/or team to handle the activity. If servicing agent is selected, the workflow will assign the activity to a user based on the linked agent. |
| Due Date Delay | Select the due date delay for the activity. The date is delayed from when the activity is created by the workflow. |
Timing of actions
The timing controls when the action will execute. You can set up an action to execute before or after a workflow triggers and specify the number of days, months, or years. The available options for timing depend on the workflow's trigger details.
Reminders:
- The "before trigger" timing can only be used for triggers of date is approaching.
- If you want an action to occur shortly after the workflow is triggered, set its timing to "0 Days after trigger".
Common questions
How do I schedule an action to occur at the same time a Legacy Servicing Automated Workflow is triggered?
If you want an action to occur shortly after the workflow is triggered, set its timing to "0 Days after trigger".
Can a form be attached to emails?
Adding files like PDFs, documents, or spreadsheets is not available in a Legacy Servicing Automated Workflow. If you need to include attachments in your emails, we recommend linking to the files from your website or a web storage service.
Can other information populate in the email or just the client's name?
You can use saved content and/or variable data in the body of the email. Just make sure you have this information on your client records before the action occurs.
Does the email show up as @agencybloc email, or can it be my own email address?
You can change the reply-to and from email to be your own email or type in an email address when setting up an email action.