In this article you can read how to set up a workflow. By means of a workflow you can have a colleague approve your message before it is actually sent.
With a workflow you set up that a colleague must first check and approve your message before the message is posted. You use a workflow in the Webcare and Publishing modules. After reading this article you will know how to place a message in a workflow.
- Create a new workflow
- Place a message in the workflow in the Webcare module
- Place a message in the workflow in the Publish module
Create a new workflow
Step 1: Click on your name in the top right and then click on 'Workflow'. A new window will open.
Step 2: General data: Give the Workflow a clear name and possibly a description. It is possible to use multiple Workflows within OBI Engage.
Step 3: Applicable to: Select the role and indicate who will be given the opportunity to post a message in a Workflow. If you have not yet created a role, click here to read how to create a role.
Step 4: Application: The workflow can be set up in the Webcare module as well as in Publishing. Select the module(s) that apply to your situation.
Step 5: Approval: Select the role that must grant approval before the message can actually be sent or posted.
Step 6: Click save at the bottom left.
Place a message in the workflow in the Webcare module
Once the Workflow is set up, users to whom the Role applies will see another button under the response field in Webcare, and under the message field in Publish. Instead of the blue 'Respond' button, it will say 'Request approval'.
The employee who typed a response clicks this button so that the employee with the Role that has to approve the message gets a notification that there is a message ready that needs to be approved. In addition, an email is sent to the email address that is filled in with the approval role.
Place a message in the workflow
Step 1: Click on the Webcare module in the top left of the menu bar. Click on the message you want to respond to.
Step 2: The conversation stream opens to the right of the message and type your webcare response.
Step 3: Then click the blue button 'Request approval' at the bottom right of your comment field.
Approve message in workflow
When a workflow message comes in that needs to be approved, you can open the message via email or via the environment. If you are in the environment, you will see a notification at the top right that a message is ready for approval.
When you open the message, you will see the employee's response in the response field. You can still edit this response. Once the response is to your liking, click on 'Approve and send message' to actually post the response.
Please note: If there is a message in the workflow and the contact person has sent a new message in the meantime, the employee's response will no longer be visible, because the response may not be appropriate for the new message.
Place a message in the workflow in the Publish module
To work with a workflow in the Publish module, the workflow must first be set up. In this article we explain how to set this up.
Step 1: Click the Publish module in the top left of the menu bar. You arrive at the content calendar.
Step 2: Here you click on the plus button in the top left of the dark blue menu bar. You are now on the page where you compose the message.
Step 3: Choose the account and compose the message. When you have finished composing the message, click the blue button 'Ask for approval' at the bottom right of the message field.
The message appears in orange in the content calendar and at the same time your colleague, who has to approve the message, receives a notification. Once your message has been approved, the message will turn blue in the content calendar and the message will be posted.
Isn't there a workflow set up for the role you're working with? Then it is possible to select it manually. To do this, click on the gray button 'Select action' below the message field and choose 'Put in Workflow'. In the drop-down menu, select the workflow and click on the blue button 'Ask for approval'.
Do all your messages need to be approved and do you want to start a workflow? Then watch the video below.
Do not all your messages need to be approved, but do you still want to create a workflow? Then watch the video below.