Plan: Standard may browse. Admin creates, edits, and archives. The first Workflow is available on every plan. Extra Workflows (and extra pack installs when one Workflow is already live) need Growth or higher. The product says: “Extra Workflows need Growth or higher. Upgrade under Settings → Plan & billing, or archive a Workflow first.”
A Workflow is the order and timing of follow-ups. Open Workflows (nav) and stay on the Workflows tab. The other tabs are Workflow Packs, Templates, Protections, and Smart actions.
Open a Workflow
- Go to Workflows.
- Review the stock product Workflows: Standard (default — “Your default — steady, professional”), Gentle, and Firm-but-fair, plus any custom Workflows.
- Select a Workflow card to load its steps.
- Press Edit Workflow to change the name, “What it’s for”, or New invoices start on this Workflow. Name and tagline save when you leave a field (or press Enter). That blur-save is only for the Workflow card — not for templates.
Edit steps
- Open a step. The four groups are When, Send as, What it says, and Before it sends.
- Set Days (0–365) and before due or after due.
- Choose channels: Email, Text (SMS), Phone call, Letter. Email sends when a customer-owned mailbox is ready. Text (SMS) is gated (global default off, plus plan, territory, and tenant). Phone-call scripts need Pro or Business. Letters queue a PDF for print — see the letters guide.
- Pick the template for the step.
- On Firm or Final, Hold this reminder for my approval is forced on: “Firm and Final always wait in Activity → Approvals before they send.” You cannot switch that off. Friendly and Standard can optionally hold.
- Press Save Changes. To add a step, press Add a step here, then Add this step. To drop a step, press Remove this step (it archives; it is not deleted).
A Workflow with no steps sends nothing. Use Restore default steps on a stock Workflow, or Restore defaults then Restore stock library and product Workflows, if you need the product copy back. There is no tenant Publish control.
Create a custom Workflow
- Press New Workflow.
- Enter Name and What it’s for. Optionally Start from a copy of an existing Workflow.
- Press Create.
- Add steps, then save each with Save Changes or Add this step.
Expected result
The selected Workflow shows its day rungs. New invoices use the Workflow that has New invoices start on this Workflow ticked. Firm and Final steps appear in Activity → Approvals when they become due.
If you cannot create or remove
- Standard role: “You can view Workflows. Only an Admin can create or change them.”
- Extra Workflow on Starter: the Growth+ message above.
- Remove this Workflow is blocked if it is the only Workflow, or if invoices are still in it. Move those invoices first. Removal archives; it does not delete history.
What this does not do
- Editing a Workflow does not send immediately. Sends wait for enrolment, schedule, and gates.
- It does not publish an immutable version you can pin from the tenant UI.
- It does not auto-threaten. Firm and Final cannot skip Approvals.