Create a new flow

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Steps

1. Select Marketing in the Navigator.
2. Go to the Flows tab.
3. If required, click Add folder to create a folder for the flow.
4. Click the Flow button below Create new on the right side of the screen.
5. In the Flow editor dialog, enter a short, descriptive Name.
6. Fill in the fields as described below. Remember to click Save regularly to save your work. The flow will not be auto-saved.
7. Define flow start trigger and filter.
8. Add steps.
9. Specify what happens when the flow finishes.
10. Click Save when you are done.

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Filling in flow fields

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Settings (for flow)

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Email (settings)

Common email settings for all the emails in the flow. If you do not plan to send emails from this flow, you can skip entering these settings.

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Success criteria (optional)

Success criteria define what success means for a flow.

1. Select Success criteria from the left menu.
2. Click Add success criteria and choose an option.
3. Optionally select Participant is moved directly to Finish step when the success criteria is met.
   • If checked: The participant’s status changes to Finished with success and they exit from any other actions later in the flow.
   • If not checked: The participant’s status remains Active and they continue to follow the flow. When they reach the Finish step, their status changes to Finished with success. Use this option if success rate is used primarily for statistics, and you want the participant to complete all the steps even if success is reached.

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Define flow start trigger and filters

The Trigger step is automatically added as the starting point for any flow. It determines who the flow is relevant for. Triggers are only activated for running or paused flows.

1. Select Steps from the left menu.
2. Click the Trigger step in the flowchart.
3. In the trigger settings on the right side, click Add trigger and choose an option.
4. Enter the required settings for the selected trigger.
5. Optionally, specify additional qualification criteria.
6. Optionally select A contact person can only start this flow once. If a flow is triggered a second time on the same contact, this setting ensures they do not re-enrolled.

Note:

• If you select form submitted or link clicked, be mindful of any warning icons. Forms and tracked links may also have associated actions.
• To include contacts created or updated by an import, you need to manually add imported contacts from the selection to a flow.
• When triggering on contact updated, we have access to the current values of contact fields. However, we do not have information about which field was updated or the previous value of a field before the update.

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Add contact filter (optional)

Filters are additional rules applied to all suggested participants (automatically and manually added). Use the contact filter to select specific contacts for your flow. For example, set the filter to contact category = prospect to allow only prospects into the flow, not existing customers, who fill out a form on your website. This allows you to tailor content to different user groups.

1. Select the contact field you want to filter on.
2. Select values for the criterion in the various fields on the line (similar to in the Find screen).
3. Click Add to set additional criteria (adds a new line).

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Exclusion list (optional)

The exclusion list prevents selected contacts from being added to the flow. Use a static selection to handle exceptions, such as:

• Prevent specific customers from receiving general mass emails.
• Send reminders, but not to those already signed up.

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Add step

1. Select Steps from the left menu.
2. Chose a step and drag it to where you wish to add it in the flowchart.
3. The step menu changes to step settings. Available settings depend on the step’s type.
   • Send message
   • Flow control
   • Update participant
   • Create activity
   • Internal actions

Click the X in the step settings header to return to the step menu.

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The first step

When you open the Steps tab for the first time, you will see something like this:

• A flowchart with a Trigger, a placeholder for adding a step, and a Finish step (in the center).
• A list of available step types (to the right).

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Flow control

Most steps in a flow represent actions related to the participant, such as updating contact interests. However, flow-control steps are different; they involve timing and segmentation. Without flow control, individuals would progress from one action to another until they either drop out or reach the end of the flow. For example, they might receive the entire onboarding program in a single day or receive all newsletters simultaneously. Moreover, without flow control, everyone enrolled would follow the same sequence of steps. While this might be suitable for a simple flow, by setting conditions for subsequent actions, you can, for instance, send a newsletter in the contact’s preferred language or send a feedback survey only to those who attended the webinar. Options:

• Wait Time
• Wait for Action
• Split

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Wait time

Use a time-based waiting step to wait a specific amount of days before sending the next email/SMS, or to wait until a specific date for specific occasions or actions. For example, to send reminders 1 week, 1 day, and 1 hour before a webinar.

1. Drag the Wait time box from the step menu and drop it into an available slot in the flowchart.
2. Set the condition. Do one of the following:
   • Select Number of days/hours after previous step and then select number and unit.
   • Or, select Until specific date/time and then pick a date from the calendar.

Active flow participants remain at this step before proceeding to the next step according to the defined rule.

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Wait for action

Use an action-based waiting step to wait for the participant to do something (submit a form or click a link).

1. Drag the Wait for action box from the step menu and drop it into an available slot in the flowchart.
2. Click Add action and select which action to wait for.
3. From the list, select the name of the link or form to wait for.
4. Specify how long you are willing to wait for any action (a timeout). The default maximum waiting time is 7 days. If you uncheck this setting, participants who do not respond will be stalled at this step indefinitely.
5. Optionally, select Exit flow if no actions within max waiting time. Participants who do not respond will leave the flow with the status Drop out. You may choose to move them to another flow and/or add them to a static selection.

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What happens now?

After designing a flow and saving it, the Flow editor closes, and the flow chart is shown in the View flow screen. The new flow has status Not running until a flow administrator manually starts it by toggling Running = true.