What is a Workflow?
What a workflow is, who builds it, who works it, and how a patient moves through it
A workflow is the path a patient follows once they are in your care programme: the stages they pass through, the calls your team makes, the forms your team fills and the messages the patient receives. You design it once in the Workflow Builder; your team works it every day in the Care Manager.
How It Works
- You draw the workflow on a canvas. A Lead Source node says which patients enter. Stage nodes are the steps your team works. Automation nodes wait, branch, update the patient's record, send a WhatsApp template or end the workflow.
- You publish it. Your account has one live workflow at a time: publishing one unpublishes every other workflow on the account.
- A patient enters when something triggers the workflow for them (see Bringing Patients In) and their source matches a rule on the Lead Source node.
- Entering a stage assigns the patient to an agent or team, starts the stage clock and creates the stage's tasks. The patient appears on the Care Manager under that stage, in Today, Upcoming or Overdue.
- Your team works the patient. A call outcome, a submitted form or a manual Select Stage moves the patient along the output you drew for it.
- The workflow ends at an End Stage, or at a stage with nowhere to go. The patient's conversation and open tasks are resolved.
Who Does What
Role | Where | Job |
|---|---|---|
Administrator | Settings → Builders → Workflow Builder | Designs the stages and automations, publishes, and changes the design over time |
Agent or counsellor | Care Manager → Leads | Works today's patients: calls, forms, notes, follow-ups and manual moves |
Supervisor | Care Manager → Repository | Sees every stage as a column and where each patient stands |
In the App
Both screens need Care Manager enabled on your account. Without it the Workflow Builder page shows "Oh ho! This is not activated" with an Interested button that sends a request to your account team.
See Key Concepts for the words used across these pages, and Quick Start Guide to build and run your first workflow.
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