Creating a Servicing Workflow

Overview

A workflow is most effective when you build it around your business processes. Once you have a business process that you want to automate in AMS+, you're ready to create a workflow. Use what you know about that business process to set up the workflow's trigger and actions. Learn how to create workflows in this article.

Creating a workflow

A trigger is a set of conditions that must be met to run an automated workflow. You set conditions to specify the types of records and events that will trigger the workflow. You can add more conditions to narrow down specific records that trigger the workflow.

From the +New button, select “Automated Workflow”.: You can also create a new workflow on the Automated Workflow page.
Name the campaign and set the trigger type and trigger when.
Add criteria (optional).: Criteria help you narrow the focus of your workflow to target specific records in AMS+. You can create a workflow without adding criteria.
Save the workflow, then set up actions.: Actions are what you want to happen when the workflow is triggered - create and assign activities and/or send emails. A workflow must have at least one action.
Save and activate the workflow.

Saved Workflow examples

Check out the Automated Workflow > Saved Workflows tab in AMS+ for six pre-built workflow examples. You can use any of them right away as is or modify each one as you see fit. Take these workflows for a test drive to see how they run within your agency.

Trigger details

A trigger is a set of conditions that tells a workflow when to run. You set up the conditions by specifying the types of records and events that will trigger the workflow. You can add more conditions to narrow down specific records that trigger the workflow.

Screenshot highlighting a workflow's trigger details and criteria

Trigger type

Back to Step 2

The trigger type determines what kinds of records can qualify for the workflow.

Screenshot highlighting a workflow's trigger type

Trigger types:

Groups
Group Activities
Individuals
Individual Activities
Policies
Agents
Agent Contract
Agent License
Agent Activities
Sales Opportunity

Trigger when

Back to Step 2

The trigger when is the event in AMS+ that triggers the workflow. The events you can choose from will depend on the trigger type.

Screenshot highlighting a workflow's trigger when event

Also, a workflow can be triggered once by each record in AMS+ unless the workflow is set to recur year over year. See the Recurring Workflows article for more details.

Trigger criteria

Back to Step 3

You can set additional criteria on a workflow if you only want specific records to trigger it. The criteria that are available depend on the trigger type and trigger when.

Criteria help you narrow the focus of your workflow to target specific records in AMS+. You can create a workflow without adding criteria.

Screenshot highlighting a workflow's criteria

Setting criteria for trigger when "is created"

If you use an API or lead integration, you can trigger workflows when data is transferred from other systems into your account. For “is created” workflow triggers, several criteria are only applicable for records created via API or a Lead Integration. With that in mind, make sure to set your criteria in relation to where the record will be created for a workflow.

Example: A workflow with a trigger of when a Group is created, you can set criteria of Group status. But, when you create a group in AMS+ the status is not set at that step. Alternatively, if you create a Group through the API, you are able to set the Group Status.

Criteria met only by records via API/Lead Integration:

Trigger Type & When	And Meet the Criteria
Group is created	Group Status Lead Source Project Code
Individual is created	Individual Status Lead Source Project Code Excludes Individuals attached to Groups
Agent is created	Lead Source Agent Classification

Creating a group/individual through a new policy

Keep in mind, workflows that are set up to trigger based on group or individual status cannot trigger for new groups or individuals that were created while creating a new policy because the group/individual “Status” field is not available.

Screenshot showing how to add a new individual or group record while creating a new policy record

Common questions

Why didn’t my workflow trigger?
Make sure your campaign has been activated. After adding an action, you need to save and activate your workflow.

Do new records created via API or Lead Integration trigger workflows?
Yes. As long as the trigger type, trigger when, and criteria match, the record will trigger the workflow.

For a record, is there a way to stop a workflow based on a change and discontinue any additional actions?
Yes, see the Stopping a Workflow for a Record article for more details. Also, if a record changes and no longer meets the trigger conditions or is deleted, it will be removed from the workflow and any future/additional actions will not be performed.

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