Flows Overview
In a CRM system such as Sanoflow, flows are automated workflows that streamline various actions based on customer behaviors. These flows can include follow-up messages, which ensure timely communication with clients. Additionally, they can establish response triggers that activate based on specific customer interactions. Flows also facilitate task creation, allowing teams to react promptly to customer needs. By implementing flows, businesses can enhance their efficiency and improve overall customer engagement. This automation not only saves time but also ensures a consistent and personalized experience for every client. In summary, flows are essential tools that empower organizations to manage customer relationships effectively.
This module is accessible by Admins, Managers, and any authorized user with an access to the Flows module.
This module can be accessed through the navigation list on your left side of the screen, then go to Flows.
The Flows Dashboard displays key information and tools for managing your workflows:
- # (ID): A unique identifier for each flow, automatically assigned.
- Name: The descriptive title of the flow for easy identification.
- Type: Specifies the flow’s category, such as:
- Shortcut: Triggered by user actions or commands.
- WhatsApp Template: Predefined, approved WhatsApp workflows.
- Channel/Pipeline: The platform where the flow operates (e.g., WhatsApp, Facebook Messenger, or Clinic systems).
- Last Modified By: The user who last edited the flow.
- Triggered: Displays how many times the flow has been activated.
- Status:
- Active: The flow is live and running.
- Draft: The flow is still being worked on and not yet published.
- Paused: The flow is temporarily disabled.
At the top of the dashboard, use filters to refine the list of flows:
- All, Draft, Paused, Active: Narrow down flows based on their current status.
- Search Name: Search for a specific flow by entering part or all of its name.
- Edit (Pencil Icon): Modify an existing flow.
- Duplicate (Copy Icon): Create a duplicate of the flow for reuse or adaptation.
- Delete (Trash Icon): Permanently remove the flow.
- Pause/Resume: Toggle between Active and Paused states.
Click the Variables button to view and manage flow variables. Variables allow for personalization by dynamically pulling customer-specific or workflow-specific data.
- List of Variables:
- Displays all currently configured variables.
- Includes the Variable Name and an Enabled/Disabled Toggle.
- Add New Variable:
- Click "New Variable" to create custom fields like Customer Name, Appointment Date, or Order ID.
- Dynamic Usage:
- Variables can be referenced using {{variable.name}} in flow messages, ensuring personalized communication.
The Flow Logs feature provides a detailed history of flow executions.
- Started On: Date and time the flow began.
- Contact Name: The name of the customer or user who triggered the flow.
- Phone: The phone number associated with the flow.
- Status: The final status of the flow (e.g., Completed, Closed).
- Completed On: The date and time the flow was completed.
- Closed Reason: The reason for closure, such as:
- Workflow Edited: The flow was interrupted due to an update.
- Agent Take Over Chat: A team member manually intervened.
- Customer Support Automation: Automatically respond to FAQs and escalate complex issues to human agents.
- Appointment Booking: Manage appointment scheduling, reminders, and cancellations seamlessly through WhatsApp.
- Lead Nurturing: Guide potential customers through sales funnels with automated responses and actions.
- Feedback Collection: Gather customer feedback after interactions or transactions.
- Abandoned Cart Recovery: Re-engage customers who leave items in their cart with automated messages.
- Use Descriptive Names: Ensure flow names clearly describe their purpose.
- Organize Variables: Keep variable names simple and consistent to avoid confusion.
- Start with Drafts: Always create and test flows in Draft mode before activating them.
- Monitor Performance: Regularly review Flow Logs to identify potential issues or improvements.
- Update Periodically: Revise flows to align with changing business needs or customer feedback.
Q1: Can I pause a flow temporarily?
Yes, you can pause any flow by changing its status to Paused. This will stop the flow from triggering until it is resumed.
Q2: How do I duplicate a flow?
Click the Duplicate (Copy Icon) next to the flow you want to replicate. This will create an identical copy for modification.
Q3: What happens if I delete a flow?
Deleting a flow is permanent and cannot be undone. Ensure you have a backup or no further use for the flow before deletion.
Q4: Can I track flow performance?
Yes, use the Flow Logs to review detailed execution data, including trigger history, customer interactions, and completion statuses.
Q5: How do I add a new variable to a flow?
Go to the Variables section, click "New Variable", and define the variable name and its purpose.
