How to Create New Workflows

Creating workflows are needed to configure and funnel new inbound leads to the proper users under the teams you select.

1. On the left navigation, click Leads & Contacts > Lead Management > Workflows. 
2. At the top of the page, click Create Workflow. 
   • A pop-up box appears. 
3. Input and choose the following: 
   • Display Name
   • Product Category
4. Click Next to continue. 
5. Under Where will your workflow start?, check Inbound Phone Campaign OR 3rd Party Lead Source.

Warning

The inbound phone campaigns feature is no longer available for every Total Expert organization.

If 3rd Party Lead Source Was Selected

1. Input the following information:
   • Source Name - The custom name of the source needs to be placed here from either the flat file or API. 
   • Add to Campaign - (optional) Include a previously created campaign from your organization.  
   • Add to Customer Group(s) - (optional) Include any group(s) you want added. 
   • Add to Journey -(optional) Include any journeys
     • Note: The journey you choose needs a trigger in order for it to properly start. 
2. Click Next. 
3. Choose if you want leads to funnel to Team(s) or Individuals.
   • If Team(s) is chosen, check where you want leads to end up if it cannot be assigned for some reason. Either another workflow or an individual. 
4. Click Next. 
5. Check which rules you want added to the workflow for pre-existing contacts and leads (check all that apply): 
   • Update an existing lead with information from the lead source. 
   • Update an existing contact with information from the lead source. 
   • Contacts and/or leads marked as "Do-not-contact" remain uncontacted. 
   • Distribute new leads from a workflow before searching for contact owned by the new assignee. 
   • Assign a new lead to an owner and bypass the workflow logic if the contact owner or already exists.
6. Click Submit when finished. 

If Inbound Phone Campaign Was Selected

1. Choose a toll free phone number. 
   • This is the number that your customers call when getting in touch with a loan officer. 
2. Click Next. 
3. Input the following:
   • Team(s) – Users on this team accept the incoming phone call of the lead. 
   • Exception Handling – The individual team member that receives the lead if no loan officer is available to pick up the incoming call. 
4. Click Next.
5. Input and update pre-existing contact rules.
6. Check which rules you want added to the workflow for pre-existing contacts and leads (check all that apply): 
   • Update an existing lead with information from the lead source. 
   • Update an existing contact with information from the lead source. 
   • Contacts and/or leads marked as "Do-not-contact" remain uncontacted. 
   • Distribute new leads from a workflow before searching for contact owned by the new assignee. 
7. Click Submit when finished.