View and Manage Workflows

To view workflows that have already been set up in your account, navigate to Inbox > Workflow Management. This table shows all workflow rules. 

Workflow rules are applied in order of priority, as they are listed in the table. If a review meets the criteria of multiple workflows, only the higher-priority workflow will be executed. Currently, priority is determined by the order in which the workflow rules were created, meaning rules created first will be executed first.

For example, if you have three workflows in your account, and workflow 1 is intended to assign a review to Joe, but workflow 3 is intended to assign that same review to Carol, the review will be assigned to Joe, as the first workflow will be the only one executed for that review.

Viewing Rules By Product

When reviewing rules, the table will be filtered by product area. You can toggle between the tabs at the top to see rules for a certain product. For example, click the Social tab to see all Social workflow rules.

Enabling or Disabling Rules

You can turn workflow rules on and off by adjusting the toggle in the Enabled column.

Create Workflow Rules

To create a workflow rule, first select the tab for the product area where you want to create a workflow. For example, if you want to create a Reviews workflow, click the Reviews tab.

Once you are in the tab, click the Create Workflow button above the table. 

Workflow Rule Types

You can create workflows for the following:

• Social
  • Social Post Approval. A user will be assigned to approve or reject a social post. 
  • Comment Approval.  A user will be assigned to approve or reject a comment on a social post. 
• Reviews
  • Manual Reply. A user will be assigned to manually respond to a review. 
    • This creates a review response task.
    • If the user only has permission to suggest a response, once they suggest one, a review response approval task will be created for a user with permission to approve the response to approve it.
  • Auto Reply. The workflow uses pre-approved text assets to respond to the review automatically. 
    • No tasks are created if this type of rule is created.
  • Generative Reply. The workflow generates a response that must then be approved by a user before it is published. 
    • This creates a review response approval task.

Workflow Rule Required Fields

Regardless of the product area you are creating a workflow for, you will always need to fill in the following:

• Type 
• Name
  • This is internal and will help you remember what the rules is.
• Criteria 
  • The criteria you set will determine if the workflow is triggered. For example, you can set the criteria that any reviews with a rating under 3 stars will get a prewritten review response. 

Other fields will be displayed based on the type of rule you are creating. See the documentation under the Task Types section to learn more.

Once you have filled out all of the relevant fields, click Save.