Getting started with automated Workflows

Leading the customer to completion

Automated Workflows are the backbone of a customer journey. Lightico provides the tools to get documents signed or approved, obtain supporting documentation, verify identity, capture customer information, and more. But these tools are only the building blocks of a customer journey. In order to lead your customer to completion, you need to put these building blocks into a coherent sequence. This is the purpose of the Lightico Workflow.

Responsive and dynamic in real-time

Workflows can be built to respond and change according to inputs from the agent or customer. What happens if your customer fails to verify their identity? How can you present different contracts according to age? Can you add or remove disclaimers and conditions in a contract based on place of residence? By building business logic and conditions into Workflows the journey adjusts to the specific situation as it progresses, in real-time.

Code-free configuration

The Workflow designer is a user-friendly interface.  No coding is necessary.

Workflow example

Let's say you are creating a Workflow to help agents close a deal with their customers. In this example, customers first need to authenticate themselves by submitting a photo ID. They then fill out some personal details in a form including the state in which they live. Due to state law, if they live in California, they need to agree to the terms and conditions. In the last step, they sign the final agreement. 

The following example in the Workflow designer, incorporates all of these steps:

1. Customer authentication
2. Conditions based on the authentication results
3. Customer fills out a loan form
4. Condition based on customer address
5. If the customer stated in the form that they live in California they are taken to a terms and conditions page
6. If the customer lives anywhere else, they skip the terms and conditions step and go right to signing the agreement
   An example Workflow as seen in the Workflow designer 

Workflow elements

Before building a Workflow, you'll want to understand the main elements that are the building blocks of a Workflow. Each element needs to be created and properly configured so that all the elements can work together to create an effective sequence. The following are the types of elements that can be added to a Workflow:

• Form - capture information from the customer or the agent. The form associates each piece of information with an identifying label called an attribute enabling you to use this captured data to populate document fields and fulfill statements in conditional elements.  See Create forms.
• Dynamic document - incorporate conditions and business logic to determine how the document appears to your customers. See Create dynamic documents.
• PDF template - obtain signatures and/or approvals and populate fields from information collected during the Workflow. The signatures and information are overlaid on a static PDF. See New PDF Builder: Getting started with the PDF Builder.
• External document - a placeholder that requires that a PDF file is uploaded just before the Workflow is sent out. See Send a Workflow that requires agent input
• Tick-box document - present a message to customers and require them to indicate that they have read a message. See Create tick-box documents.
• Document request - obtain supporting documentation from the customer. See Create document requests.
• Photo ID verification - verify a photo ID and the identity of the customer. See Customer verification as a Workflow step.
• Phone verification - verify the identity of the customer through their phone. See Customer verification as a Workflow step.

Follow the links to learn about each of these Workflow elements and then see Create Workflows to learn how to assemble the elements into a Workflow.