Does this article apply to you? This article covers Enhanced Automated Workflow features. To check if your account has access, go to Automated Workflow in AMS+. If you see a "Welcome to the New Automated Workflow" banner at the top of the page, you're all set.
This article explains who actually receives an email or text, or gets assigned an activity, when an Enhanced Automated Workflow action runs. For some workflow types, like Individual or Agent, the recipient is straightforward: it's the record itself. For others, like Group or Policy, the recipient is a related person, not the record that triggered the workflow. This article covers Enhanced Automated Workflow only. Email Marketing campaigns work differently and aren't covered here.
Understanding the recipient terms
- Servicing Agent: The Agent in the Servicing Agent field on the triggering record (Group, Individual, or Policy), not any Additional Agent fields. Also called Agent of Record (AOR) in some parts of AMS+. For Create an Activity actions, the Servicing Agent must be linked to an active user in AMS+.
- Primary Contact: The Individual set as the triggering Group's Primary Contact, from its Individuals tab. For Group Policy workflows, this resolves to the same field on the policy's associated Group.
- Policyholder: The Group or Individual tied to the triggering Policy Record. For a Group Policy, that's the Group itself, not an Individual.
- Policyholder's Servicing Agent vs. Policy's Servicing Agent: Two different fields. The first is the Servicing Agent on the policyholder itself (the Group or Individual); the second is the Servicing Agent set directly on the Policy Record.
- Account Manager: The user in the Account Manager field on the triggering Group or Policy Record, separate from the Servicing Agent.
- Specific User: A single user you select by name when you set up the action. It's available for every workflow type.
- Follow-Up User and Follow-Up Team: The user or team assigned to the activity that triggered the workflow. Available only on activity-based workflows. For Create an Activity actions, choosing Same Follow-Up User/Team assigns the new activity to them.
- Agent's Representative: The user or users assigned as the representative for the triggering Agent.
The Individual or Agent who actually receives the message needs the contact information on their own record. A Group or Policy Record doesn't have a phone number or email address of its own to use instead.
Create an Activity assignment
The Create an Activity action assigns the new activity to a user or team in your agency. Unlike email and texting actions, it never assigns the activity to the Individual, Group Primary Contact, Policyholder, or Agent on the record. Instead, you select a Follow-up Type, and the options depend on what your workflow is built on.
| If your workflow is built on... | Follow-up Type options |
|---|---|
| Individual | User / Team, Individual's Primary Servicing Agent |
| Individual Activity | User / Team, Individual Primary Servicing Agent, Same Follow-Up User/Team |
| Agent, Agent Contract, or Agent License | User / Team, Agent's Representative |
| Agent Activity | User / Team, Agent's Representative, Same Follow-Up User/Team |
| Group | User / Team, Group's Primary Servicing Agent, Group's Account Manager |
| Group Activity | User / Team, Group Primary Servicing Agent, Group Account Manager, Same Follow-Up User/Team |
| Individual Policy or Group Policy | User / Team, PolicyHolder's Primary Servicing Agent, Policy's Primary Servicing Agent, Policy's Account Manager |
- User / Team: The only option where you choose the assignee yourself. Selecting it reveals separate fields for the follow-up team and follow-up user.
- Same Follow-Up User/Team: Available only on activity workflows. The new activity goes to the user and team on the activity that triggered the workflow.
Email action recipients
Email actions work the same way at a high level: for Group and Policy workflows, the recipient is a related person, not the triggering record.
For every workflow type, you can also send to a Specific User, in addition to the options in this table.
| If your workflow is built on... | Who can receive the email |
|---|---|
| Individual | The Individual, or their Servicing Agent |
| Individual Activity | The Individual, their Servicing Agent, or the Activity's Follow-Up User or Follow-Up Team |
| Agent, Agent Contract, or Agent License | The Agent, or their Representative |
| Agent Activity | The Agent, their Representative, or the Activity's Follow-Up User or Follow-Up Team |
| Group | The Group's Primary Contact, Servicing Agent, or Account Manager |
| Group Activity | The Group's Primary Contact, Servicing Agent, Account Manager, or the Activity's Follow-Up User or Follow-Up Team |
| Individual Policy | The Policyholder, Policyholder's Servicing Agent, Policy's Servicing Agent, or Policy's Account Manager |
| Group Policy | The Group Policy's Primary Contact, Policyholder's Servicing Agent, Policy's Servicing Agent, or Policy's Account Manager |
An email isn't sent to a recipient who has opted out of email.
Texting action recipients
A texting action sends to one specific person. Even when the workflow is built on a Group or Policy, the text goes to an Individual, an Agent, or a user in your agency, such as the Account Manager:
| If your workflow is built on... | Who can receive the text |
|---|---|
| Individual | The Individual, their Servicing Agent, or a Specific User |
| Individual Activity | The Individual, their Servicing Agent, a Specific User, or the Activity's Follow-Up User or Follow-Up Team* |
| Agent | The Agent, their Representative*, or a Specific User |
| Agent Contract or Agent License | The Agent, or a Specific User |
| Agent Activity | The Agent, a Specific User, or the Activity's Follow-Up User or Follow-Up Team* |
| Group | The Group's Primary Contact, Servicing Agent, or Account Manager, or a Specific User |
| Group Activity | The Group's Primary Contact, Servicing Agent, or Account Manager, the Activity's Follow-Up User or Follow-Up Team*, or a Specific User |
| Individual Policy | The Policyholder, the Policyholder's Servicing Agent, the Policy's Servicing Agent, the Policy's Account Manager, or a Specific User |
| Group Policy | The Group Policy's Primary Contact, the Policyholder's Servicing Agent, the Policy's Servicing Agent, the Policy's Account Manager, or a Specific User |
*AMS+ texts each person on the team or representative list separately. If some people can't be texted, the others still receive the text and the skipped people are recorded.
An Individual or Agent needs a number with the phone type Cellular on their own record. A user, such as an Account Manager, Follow-Up User, or Specific User, needs a cell phone number on file.
If a text can't be sent, the action completes with errors and the reason is recorded in Workflow History. Common reasons include:
- The recipient has no cell phone number, or the number isn't a valid 10-digit number.
- The recipient has opted out of texts.
- The role you selected, such as the Account Manager or Follow-Up User, is unassigned on the record.
- The Specific User was deleted.