Create workflows
  • 22 May 2022
  • 10 Minutes to read
  • Contributors
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Create workflows

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    Light
  • PDF

Lightico Workflows bring together the different Lightico elements into one unified customer interaction. This article describes how to create a Lightico workflow. 

For an introduction to Lightico workflows, see Getting started with automated workflows.

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Create a new workflow

  1. In the Lightico Administration page, in the left pane, click Workflow > Workflows. The workflow directory page opens.

  2. Select an existing folder in the left pane, or click the New Folder button to create a new folder.

  3. Click the new workflow button.

  4. Enter a name for your workflow and click Launch.

    A new workflow canvas opens.

  5. Add elements to your workflow in one of the following 2 ways:

    • From the right pane, under Add Item, drag the element to the desired location on the canvas.
    • On the canvas, right-click the desired location and select the relevant element from the menu.

    For specific details about adding and configuring each element, see the next section

  6. Connect your workflow elements by selecting the first element and dragging a connector line to the second element.

    To delete the connector, select it, and then click the red x.

    Note:
    When you connect a switch or a condition hub, you need to connect each condition to the relevant element. For more information about how to connect each condition, see Switch and Condition hub.
  7. Add an End element to the end of your flow by dragging the End element to the canvas and connecting the last step to the End Element

  8. Click Save

    Note:
    All of the workflow elements need to be connected before you can save the workflow.

Add workflow elements

This section describes the different elements that you can incorporate into a workflow.

Form

Forms are used to capture customer information during a workflow.

To add a form to your workflow:

Drag the Form element from the right pane, select the form you want to add, and click Add.

The form is added to the canvas. 

After the Form element is added to the workflow, you can select it and edit it as follows:

  • To duplicate, replace, or delete the form, click the 3 dots to open the context menu, and select the relevant action.
  • To rename this step in the workflow, click the Step Name in the context menu and edit it. This is the step name that is displayed for the agent and customer during the session.
  • To open the Form Designer and edit the original form, click the edit icon.

PDF (Template-based document)

PDF template-based documents can be incorporated into a workflow. For information about how to set up your PDF to be incorporated into a workflow, see Create PDFs for workflows.

To add a PDF to your workflow:

From the right pane, drag the PDF element, select the PDF you want to add, and click Add.

The PDF is added to the canvas. 

After the PDF element is added to the workflow, you can select it and edit it as follows:

  • To duplicate, replace, delete the document, click the 3 dots to open the context menu, and select the relevant action.
  • To rename this step in the workflow, click the Step Name and edit it. This is the step name that is displayed for the agent and customer during the session.

Dynamic document

In dynamic documents, you can incorporate conditions and business logic to determine how the document appears to your customers. Within a workflow, the dynamic document is rendered as a PDF and you can define whether or not to send the PDF to customers for approval and download. 

Note:
Dynamic documents can only be used in a customer workflow when at least one section of the document is bound to a form. For more information, see Design dynamic documents.

To add a dynamic document to your workflow:

Drag the Dynamic Doc element from the right pane, select the document you want to add, and click Add.

The dynamic document is added to the canvas. 

After the Dynamic Document element is added to the canvas, you can select it and edit it as follows:

  • To duplicate, replace, or delete the document, click the 3 dots to open the context menu, and select the relevant action.
  • To rename this step in the workflow, click the Step Name and edit it. This is the step name that is displayed for the agent and customer during the session. 
  • To determine whether to send the rendered PDF from the dynamic document to the customer during the workflow. To do this, click the Send to customer drop down and select Send or Don't Send
  • To open the HTML Designer to edit the dynamic document, click the edit icon. Edit the document as desired and click Save and then click Back to Workflow. The changes are saved in the original Dynamic Document (HTML) and reflected in the workflow.

Document request

As part of a workflow, agents can request documents, such as passports and driver’s licenses, from customers. Agents can collect multiple documents during a single document request step. If your document request includes photo id authentication and / or data extraction, you can use the results of the authentication and extraction in subsequent workflow steps. 

For information about how to create document requests, see Create document requests.

To add a document request to your workflow:

  1. Drag the Document Request element from the right pane. The Document request dialog box opens.

    If the document includes photo ID authentication, an icon is displayed next to the document. You can click on the icon to see which attribute is bound to the authentication result.

    If the document includes data extraction, an icon is displayed next to the document. You can click on the icon to see which attributes are bound to the extraction results.

  2. Select the documents that you want to request from the customer and click Done.

    The Document Request element is added to the canvas and displays the number of documents you included in that step.

  3. After adding the Document Request element to the workflow canvas, you can select it and edit it as follows:

  • To edit the selection of documents that you want to request in this step, click the edit button and select a new document form the Document Request dialog box.

  • To duplicate or delete the document request, select, click the 3 dots select the relevant action from the context menu.

  • To rename this step in the workflow, click the Step Name and edit it. This is the step name that is displayed for the agent and customer during the session. 

Switch

You use the switch element to split your workflow into two different paths based on a condition. If the condition is met, the customer takes one path and if the condition is not met, they take an alternate path. 

For example, you may want to show a terms and agreements document specifically to customers who live in California. You can add a switch to your flow with a condition that if the State attribute is equal to California, the next step in the flow should show the terms and agreements document. In all other cases, the customer should skip to the next step.

To add a switch to your workflow:

  1. Drag the Switch element from the right pane. The Switch condition screen opens.

  2. Enter the condition that you want to define for the first path.

    1. In the left pane, enter a name for your condition, for example Lives in California.

    2. Enter the condition statement. For example, the attribute state_address contains California.

      You can combine multiple condition statements using And / Or logical operators. You can also create more complex conditions by including some condition statements in parentheses. For more information about working with conditions, see Setting conditions in workflows.

    3. Close the switch condition screen.
  3. Connect both switch conditions to the relevant next steps in the flow.  
    1.  Select the switch element and drag a connector line to the step you want the customer to proceed to when the condition is met. 
    2. In the Select Condition dialog, select the condition you defined and click Connect.
    3. Drag another connector line from the switch to the step you want the customer to proceed to when the condition is not met.  
    4. In the Select Condition dialog, select In all other cases and click Connect.

      The switch is now connected to the two alternate paths that the customer can take in the flow.

      The connection indicator next to each condition indicates whether or not the condition is connected to an element.

To delete a switch, select the switch element and click the delete button.

Condition hub

You use a condition hub when you want to share a set of documents with your customer based on multiple conditions. Every condition in the hub is evaluated separately, regardless of the result of the previous condition. For each condition that is met, a document is shared with the customer. 

For example, assume you have a terms and conditions agreement made up of different parts that vary according to State law and age of the customer. The terms and conditions that you want to display for a 56 year old person living in California may be different to those that apply to a 17 year old person living in New York. 

Assuming each PDF document contains a different part of the agreement, you can set specific conditions for each document, so that customers will only see the parts that are relevant to them. At the end of the workflow, the documents are combined into one PDF that the customer can review.

Note:
  • The result of each condition can only be a PDF.
  • You can only assign one document to each condition.

To add a condition hub:

  1. Drag the Condition Hub element from the right pane. The Condition Hub screen opens.

  2. Enter one condition for each document that you want to share.

    1. In the left pane, enter a name for your condition, for example Lives in California.

    2. Enter the first condition statement. For example, the attribute state_address contains California.

      You can combine multiple condition statements using And / Or logical operators. You can also create more complex conditions by including some condition statements in parentheses. For more information about working with conditions, see Setting conditions in workflows.

    3. To add a new condition, click the Add button and repeat the above steps.
    4. After you have added all your conditions, close the Condition Hub screen.
  3. Connect each condition with the document you want to share.

    1. Select the condition hub element and drag a connector line to the document you want to share when the condition is met. 
    2. In the Select Condition dialog, select the relevant condition and click Connect.
    3. Repeat these steps for all the conditions you defined until each condition is connected to a document.

      The connection indicator next to each condition indicates whether or not the condition is connected to a document.

  4. Connect the condition hub to the next step in the flow.

    After all the conditions are checked, the users move to the next step in the flow, regardless of the results of the conditions.

    1. Select the condition hub element and drag a connector line to the next step in the flow, for example a form.
    2. In the Select Condition dialog, select Continue to and click Connect.

To delete a condition hub, select the condition hub element and click the delete button.

Function

You can insert a function into the workflow and assign the result to an attribute. For example if you require information in your workflow that is not provided directly by the customer, you may be able to derive that information from other data, by using a function. For example, you can use a function to derive the age of the customer by calculating the difference between the customer's birth date that they entered in a form and the current date. The resulting attribute can be used in a subsequent step in the flow. For example, the attribute might populate a field in a PDF or be used as a basis for a conditional step. 

To add a function:

  1. Drag the Function element from the right pane. The Create New Function dialog box opens. 

    Functions can include attributes and system parameters.

    • To insert an attribute into the function, click the attribute button or the @ character.
    • To insert a parameter into the function, click the parameter button or type the character.
  2. Enter the function in the Function expression box.

    You can enter a simple arithmetic function or a built-in function, or a combination of both.

    •  Simple arithmetic function- For example, assuming you want to calculate the final price on a discounted item, you could write the following simple arithmetic function based on the list price attribute and the discount attribute:   
      @list_price - @discount
    • Built-in function - To insert a built-in function, click the Add Function button and select the relevant function.
      Lightico provides the following built-in functions.
      • Concat - Allows you to concatenate a combination of attributes and text strings. You can include up to 7 elements, separated by a comma. Text strings should be enclosed in inverted commas ("). For example you could concatenate the first name and last name into a full name:
        concat( @first_name ," ", @last_name )
      • Datediff - Allows you calculate the difference in seconds between 2 dates. For example, you could derive the age of the customer by calculating the difference between the customer's birth date and the current date and then converting the seconds into years:
        (datediff( @birth_date  ,  #currentDate )) / (60*60*24*365)
  3. In the Bound Attribute box, select the attribute to which you want to bind this function.

To edit the function, select the Function element, and click the edit button.

To duplicate or delete the function, select the function element, click the 3 dots to open the context menu, and select the relevant action.



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