Add steps to a workflow

Steps are the units of work an order moves through. You add them to a workflow in the editor, and you can also add them to an order that is already running.

Add a step in the workflow editor

Select Workflows in the sidebar.
Open the workflow you want to change. A published version is read-only: select Start editing to work on the draft.
Select the Workflow tab. The step timeline is the left column. A new workflow shows No steps yet.
Select Add at the bottom of the timeline.
In the Add step dialog, select a card. Each card adds one step or a group of steps, and a card that adds more than one shows the count, for example “Booking - 3 steps”.
The steps are added to the end of the timeline. Drag a step to move it.
Select a step in the timeline to configure it.

What each card adds

Card	Steps it adds
Standard step	Standard step
Booking	Booking, Confirm booking, Perform on-site visit
Documentation	Documentation
Offer	Create offer, Accept offer
Payment	Pay for offer, Payout
Rate experience	Rate experience
Select upcoming steps	Select upcoming steps
Select plus the actor name	Dispatch to plus the actor name, Accept order

Payment appears only when someone can collect payment. If nobody can, the dialog shows: “Payment steps are unavailable because nobody can collect payment. Enable payments for your organization or mark an actor as the one who collects payment.”

A Select card named after an actor appears for each dispatched actor that has no dispatch step yet. See Add dispatch steps to a workflow.

Configure a step

Select a step in the timeline. The middle column holds the step name and content, the right column holds Step settings.

Select the step name to open Edit step name, then enter a Step name.
Add instructions in the content editor. You can write a separate description for the assignee, the viewer and each role.
Choose an Assignee. This is the actor responsible for completing the step. The options are the actors on the workflow, so Operator, Client and any dispatched actor you have added.
Check Visibility for every actor that can see the step. The assignee is always included.
Set Required, Auto complete and Depends on as needed.

See Configure workflow step settings for what each setting does, and Set a deadline on a workflow step for due dates.

Questions on a step

A question can write its answer to a custom field or to an order field. Under Field reference, either pick a custom field or use Or use an order field and select one from Select order field. A question uses one source, so choosing one clears the other. An order field answer updates the order directly instead of a reusable custom field.

You can attach an image to a question with Placeholder file, and to each option of a single-select, multi-select or dropdown question.

Make steps insertable during a live order

Steps added together form a group. A group can be marked insertable so people can add it to an order that is already running.

Select Insertable steps at the bottom of the timeline. The button shows how many of the groups are insertable.
For each group, set Name and Description, and turn on Insertable.

The description is what the person adding the group reads, so write it for them. Groups with no steps in them are not listed.

Add a step to a running order

Open the order and open the step you want to add before or after.
Select the ellipsis menu in the step header.
Select Add step before or Add step after.
In the Add step dialog, pick a group under Insertable steps.
Confirm “Inserting steps from current workflow”.

Operators also see Re-insert from this workflow, marked Only visible to operators. It lists the groups in this workflow that are not marked insertable.

What limits this:

You cannot add a step next to a step that is already completed or skipped.
An installer can add steps only after accepting the order.
A group is unavailable when one of its steps has an actor who cannot act at that position in the order.
Clients working from a link cannot add steps.

Delete a step from a workflow

Open the draft and select the step in the timeline.
Select Delete at the bottom of Step settings.

Delete is unavailable when another step depends on this one. The tooltip reads “Some step is dependent on this step”. Remove the dependency first. If a chat configuration is triggered by the step, deleting it fails with “Chat configuration”.

Save your changes

Select Save to keep working on the draft. Select Publish when you are done: publishing makes this version live for new orders.

Need help? Contact Installer.com support.