Communication Workflows - FAQs
Getting Started & Navigation
Q1: How do I access the Workflows feature in Smart360?
A: To access the communication workflows feature:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q2: What are Communication Workflows and what problems do they solve?
A: Communication Workflows are automated sequences that send targeted communications based on specific triggers. They solve several key problems:
- Manual Communication Overhead: Eliminates need for staff to manually send routine messages
- Timing Consistency: Ensures communications happen exactly when needed
- Multi-channel Coordination: Manages communications across email, SMS, WhatsApp, and in-app notifications
- Audience Segmentation: Targets specific customer groups with relevant content
- Scalability: Handles growing customer bases without proportional staff increases
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q3: Which user roles can create and manage workflows?
A: Several user roles can manage communication workflows:
- Utility Administrator: Full access to create system-wide workflows and manage all departments
- (CSO Manager): Create customer engagement and service workflows
- Billing Manager: Set up billing-related communication sequences
- Meter Manager: Configure meter reading and maintenance notification workflows
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Understanding Workflow Components
Q4: What are the main components of a communication workflow?
A: Every communication workflow consists of four main components:
- Details: Workflow name, description, and target audience selection
- Triggers: Time-based or event-based conditions that start the workflow
- Actions: Communication steps (email, SMS, WhatsApp, in-app notifications)
- Performance Tracking: Metrics showing triggered count, completed count, and success rates
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q5: What's the difference between Time-Based and Event-Based triggers?
A:
- Time-Based Triggers: Start workflows at specific dates/times or on recurring schedules (e.g., monthly billing reminders)
- Event-Based Triggers: Start workflows when system events occur (e.g., new customer account creation, service connection established)
- Recurring Events: Special time-based triggers that repeat at regular intervals with defined frequency
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q6: What communication channels are supported in workflows?
A: Smart360 workflows support four communication channels:
- Email: Supports rich text formatting, HTML content, attachments
- SMS: Plain text with character limits (typically 160 characters)
- WhatsApp: Supports text and basic formatting
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Creating New Workflows
Q7: How do I create a new communication workflow?
A: To create a new workflow:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q8: What information is required when setting up workflow details?
A: Required information for workflow details includes:
- Workflow Name: Unique, descriptive name (minimum 3 characters)
- Description: Clear explanation of workflow purpose (minimum 5 characters)
- Audience Type: Must select exactly one type (Consumer, Technician, or Business User)
- Target List: Optional but recommended for precise audience targeting
- All fields must be completed before proceeding to trigger configuration
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q9: How do I configure Time-Based triggers for workflows?
A: To set up Time-Based triggers:
- Select "Time-Based" in the trigger configuration step
- Choose between "Specific Date and Time" or "Recurring Event"
- For Specific Date/Time: Select exact date and time for one-time execution
- For Recurring Events: Define frequency (e.g., "5 days"), select start date and time
- Recurring Logic: System calculates next execution based on frequency after each completion
- Example: If frequency is "5 days" and message sent on April 21st, next execution is April 26th
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q10: How do I set up Event-Based triggers?
A: To configure Event-Based triggers:
- Select "Event-Based" in the trigger configuration step
- Choose from available system events (e.g., "NSC-Created" for new service connections)
- Event triggers activate immediately when the specified system event occurs
- Common events include: account creation, service connection, billing events, meter readings
- No additional scheduling required - workflow executes automatically when event happens
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Adding Communication Actions
Q11: How do I add actions to my workflow?
A: To add communication actions:
- In the Actions step, click "Add First Action" to begin
- Select communication channel (Email, SMS, WhatsApp, In-App)
- Choose between two options: "Use Existing Template" (first tab) or "Create New Message" (second tab)
- For Existing Templates: Browse and select from available templates with preview
- For New Messages: Compose content using the message editor with channel-specific formatting
- Set timing for the action (immediate or delayed after previous action)
- Click "Add Action" to save and optionally add more sequential actions
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q13: How do I schedule sequential messages with time delays?
A: To create sequential messaging:
- Add your first communication action (immediate execution)
- Click "Add Action" to add subsequent messages
- For each additional action, configure timing as "After previous action"
- Set delay using numeric value and time unit (e.g., "2 days", "3 hours")
- Example Sequence: Welcome email (immediate) → SMS follow-up (after 2 days) → Re-engagement email (after 1 week)
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q14: Can I use existing message templates in workflows?
A: Yes, you can use existing templates:
- When adding communication actions, select "Use Existing Template" tab
- Browse available templates with preview functionality
- Templates support dynamic placeholders for personalization (e.g., [Customer.FirstName], [Bill.Amount])
- Templates ensure consistency and save time compared to creating new messages
- You can also create new messages if existing templates don't meet your needs
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Managing Existing Workflows
Q15: How do I edit an existing workflow?
A: To edit an existing workflow:
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q16: What workflow statuses are available and what do they mean?
A: Workflow statuses include:
- Draft: Newly created workflows that are not yet active (won't send communications)
- Active: Workflows that are live and will execute based on their triggers
- In-Progress: Workflows currently executing communication sequences
- Completed: Workflows that have finished all scheduled communications
- Failed: Workflows that encountered errors during execution
- Status transitions follow: Draft → Active → Completed/Failed
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q17: How do I monitor workflow performance and delivery status?
A: To monitor workflow performance:
- View performance metrics on each workflow card (triggered count, completed count, success rate)
- Click on workflow cards to see detailed execution information
- Navigate to the "History" tab to review all workflow executions
- Performance Metrics Include: Total triggers, successful completions, failure count, success rate percentage
- Delivery Details: Individual message status (delivered, failed), recipient counts, execution timestamps
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q18: How do I search for and filter workflows?
A: To find specific workflows:
- Use the search box at the top of the Workflows page to search by workflow name
- Filter workflows using status tabs: Active, Drafts, All Workflows, History
- Search Tips: Type partial workflow names or keywords from descriptions
- Filter by Status: Focus on specific workflow states for easier management
- Combine search and filters for precise workflow discovery
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Workflow Templates & Content
Q19: What are some common workflow examples I can create?
A: Common workflow examples include:
- New Customer Welcome: Event-triggered (NSC-Created) with immediate welcome email + SMS follow-up after 2 days
- Re-engagement Campaign: Time-based recurring workflow targeting inactive customers with weekly reminders
- Payment Reminders: Time-based workflow sending reminders 5 days before due date, then 1 day before
- Service Update Announcements: Time-based workflow for planned maintenance or feature updates
- Appointment Confirmations: Event-triggered workflow sending confirmation email + SMS reminder 24 hours before
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q20: How do I create effective message content for workflows?
A: Best practices for workflow message content:
- Email Subject Lines: Keep under 50 characters, be specific and actionable
- SMS Messages: Focus on essential information due to character limits
- Personalization: Use placeholders like [Customer.FirstName], [Bill.Amount], [Service.Type]
- Clear Call-to-Action: Tell customers exactly what you want them to do
- Consistent Branding: Use approved language and tone across all channels
- Example Templates: See sample data for welcome emails, payment reminders, and feature announcements
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q21: How do I use message personalization in workflows?
A: To personalize workflow messages:
- Use dynamic placeholders in your message content (e.g., [Customer.FirstName], [Bill.DueDate])
- Common Placeholders: [Customer.FirstName], [Customer.LastName], [Bill.Amount], [Service.Type], [Account.Number]
- Placeholders automatically populate with customer-specific data when messages are sent
- Example: "Dear [Customer.FirstName], your bill of $[Bill.Amount] is due on [Bill.DueDate]"
- Test placeholders with sample data to ensure proper formatting
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Troubleshooting & Error Handling
Q22: What should I do if my workflow is not triggering as expected?
A: To troubleshoot workflow trigger issues:
- For Time-Based: Verify date/time settings and timezone configuration
- For Event-Based: Confirm the triggering event is actually occurring in the system
- For Recurring: Check that start date has passed and frequency is correctly configured
- Review workflow status - ensure it's "Active" not "Draft"
- Check History tab for any error messages or failure notifications
- Contact system administrator if event-based triggers aren't registering properly
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q23: How do I handle message delivery failures in workflows?
A: When messages fail to deliver:
- Review delivery status in workflow History to identify failure reasons
- Common Failure Reasons: Invalid contact information, blocked numbers, channel outages
- System Alerts: If more than 10% of messages fail, you'll receive an automatic alert
- Update recipient contact information and consider resending to failed recipients
- Switch to alternative communication channels for persistently failing contacts
- Monitor failure patterns to identify systematic issues
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q24: What should I do if I encounter validation errors when creating workflows?
A: To resolve validation errors:
- Required Fields: Ensure all mandatory fields (name, description, audience type, trigger, actions) are completed
- Character Limits: Verify message content doesn't exceed channel-specific limits
- Unique Names: Choose workflow names that don't conflict with existing workflows
- Minimum Requirements: Each workflow needs at least one trigger and one communication action
- Error Messages: Read specific error messages for guidance on what needs to be corrected
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Advanced Features & Best Practices
Q25: Can I create multi-channel communication sequences?
A: Yes, workflows support multi-channel sequences:
- Add multiple actions with different communication channels
- Example Sequence: Email welcome message → SMS reminder after 2 days → In-app notification after 1 week
- Coordination Benefits: Reinforces messaging across preferred customer channels
- Channel Strategy: Use email for detailed information, SMS for urgent reminders, in-app for feature updates
- Configure appropriate delays between channels to avoid overwhelming customers
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
Q27: What happens when I delete a workflow that's being used elsewhere?
A: Before deleting workflows:
- System checks if the workflow is referenced in other active processes
- Warning Message: "This workflow is used in [X] places. Deleting it may affect those processes."
- Best Practice: Review dependencies before deletion to avoid disrupting active communications
- Consider deactivating instead of deleting if workflow might be needed again
- Export workflow configuration as backup before deletion if needed
Video URL - https://www.bynry.com/smart-utility-management-software
Platform URL - https://platform.bynry.com/communication/workflows
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