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Step: Trigger Another Workflow

Joshua Lim Updated by Joshua Lim

This Step allows a Contact to continue in another Workflow, either starting from a particular Workflow Step or from the beginning of a chosen Workflow. This is done by connecting different Workflows together.

Configuration

There are two key configurations in Trigger Another Workflow:

  • Workflow: Choose the next Workflow for the Contact to proceed with.
  • Workflow Step: Next, pick the specific Workflow Step from the chosen Workflow for the Contact to continue in. You can either select a specific Step or let the Contact start the Workflow from the beginning.
For Trigger Another Workflow Step to work, a Workflow and a Workflow Step must be selected.

You can view the complete list of Workflows connected with the Trigger Another Workflow Step to keep track of your Contacts journeys.

The total number of connected Workflows will be displayed next to the information icon.

You can also click Show more to view the list of Workflows that are connected. Two categories will show:

  • You are triggering: Shows all Workflows connected to the current Workflow via Trigger Another Workflow Step. Clicking on the Workflow name will go to the specific Step in the current Workflow.
  • Triggered by: Shows all Workflows that will trigger the current Workflow. Clicking on each Workflow name will open up the Workflow in a new tab.

How It Works

With the Trigger Another Workflow Step, you can connect different Workflows together. This directs Contacts from one Workflow to another and makes your Workflows more flexible to provide a more customized, streamlined experience for your Contacts.

You can either direct Contacts to a specific Step in the other Workflow or allow them to continue their journey at the start of the other Workflow.

Best Practices

Here are some best practices for this step you can follow to optimize your Workflow:

  • Clearly name and label your Workflows and Workflow Steps. This makes it easier to select the specific Workflow or Workflow Step to connect.
  • Remember to publish Workflows that are connected to the original Workflow.
  • Before you stop a Workflow, check if it’s connected to another one. Stopping a connected Workflow will result in Contacts continuing with the original Workflow where Trigger Another Step is activated. This may lead to errors or an incomplete Contact journey.
  • Refrain from consecutively listing multiple "Trigger Another Workflow" steps in immediate succession. When they are placed one after the other, they run concurrently, which may not always be the desired behavior. A more effective approach is to integrate them into separate branches or distinct workflows. For instance, in the context of workflows, consider having Workflow A initiate Workflow B, and then have Workflow B initiate Workflow C. This sequential arrangement ensures that Workflow B will complete before triggering Workflow C.

Suggested Use Cases

Here are some ways you can use the Trigger Another Workflow Step:

  • Separating leads and existing customers: Merging multiple chat menus to manage both leads and customers can become complicated. Streamline your interactions with Contacts by using the Trigger Another Workflow Step to open chat menus and re-route assignments.
  • Multilingual service Workflows: Reduce potential miscommunication by rerouting Contacts based on language using the Trigger Another Workflow Step. Connect various Workflows to automatically route Contacts depending on the language used.
  • Return to main menu: Allow Contacts to return to the main menu to view and choose different options, even if they have entered an entirely different Workflow.

FAQ and Troubleshooting

How many times can I use the Trigger Another Workflow Step in a single Workflow?

There is no limit. You can use this Step as many times as you’d like in a single Workflow.

Is Trigger Another Workflow Step available on my plan?

Yes, this Step is available for every pricing plan on our platform.

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