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Workflow Configuration Guide

Overview

Workflows in Abrianto automate your debt collection processes by defining rules and conditions that trigger actions automatically. This guide explains how to create, configure, and manage workflows to streamline your collection operations.

What is a Workflow?

A workflow is a series of automated events that occur based on specific conditions in your collection accounts. Workflows help you:

  • Automate Repetitive Tasks: Eliminate manual follow-ups
  • Ensure Consistency: Apply the same processes to all accounts
  • Improve Speed: Act immediately on account events
  • Free Up Resources: Let the system handle routine tasks
  • Reduce Errors: Minimize manual errors in collection processes

Workflow Components

A workflow consists of two main parts:

1. Workflow Conditions

Conditions define when a workflow should trigger. Examples:

  • Payment Received: When a payment is made on an account
  • Due Date Passed: When an account’s due date has passed
  • Balance Threshold: When the balance reaches a certain amount
  • Status Change: When an account status changes (e.g., from Active to Escalated)
  • Custom Condition: Create conditions based on custom parameters

2. Workflow Actions

Actions define what happens when a condition is met. Examples:

  • Create Tasks: Automatically create collection tasks
  • Send Notifications: Alert agents or managers
  • Update Status: Change account status
  • Escalate Account: Move to senior agents
  • Send Communications: Email or SMS to debtors
  • Update Custom Fields: Modify custom parameter values

Workflow Examples

Example 1: Payment Recovery Workflow

Trigger: Payment received on overdue account

Conditions:

  • Account has outstanding balance
  • Payment amount >= $100
  • Account is currently overdue

Actions:

  1. Create “Payment Follow-up” task for the assigned agent
  2. Set task due date: 2 days from now
  3. Send email to debtor: “Thank you for payment”
  4. Update account status to “On Hold”

Example 2: Escalation Workflow

Trigger: Account overdue for 30 days

Conditions:

  • Account is Active
  • Account is overdue for more than 30 days
  • Account is not already Escalated

Actions:

  1. Create “Urgent Escalation” task for supervisor
  2. Assign task to manager-level agent
  3. Send email notification to team lead
  4. Add “High Priority” custom parameter to account
  5. Change account status to “Escalated”

Example 3: Collection Contact Workflow

Trigger: Account created

Conditions:

  • New account created
  • Account is not previously known

Actions:

  1. Create “Initial Contact” task
  2. Set task priority: High
  3. Assign task to responsible agent
  4. Send welcome email to debtor
  5. Schedule follow-up contact in 3 days

Example 4: Payment Arrangement Workflow

Trigger: Account balance over $500

Conditions:

  • Outstanding balance > $500
  • Account status is Active
  • No existing payment arrangement

Actions:

  1. Create “Payment Arrangement” task
  2. Send debtor template with arrangement options
  3. Notify account owner to discuss terms
  4. Update account with planned payment schedule

Creating a New Workflow

Step 1: Access Workflows

  1. Navigate to Admin → Workflows
  2. Click “Create New Workflow” button

Step 2: Configure Basic Information

Fill in workflow details:

  • Workflow Name: Clear, descriptive name (e.g., “Overdue Account Escalation”)
  • Description: Brief explanation of what this workflow does
  • Workflow Category: Choose category (e.g., “Accounts”, “Debtors”, “Tasks”)
  • Is Active: Enable the workflow immediately or schedule activation

Step 3: Create Workflow Conditions

Define when the workflow should trigger:

  1. Click “Add Condition”
  2. Configure condition:
    • Condition Type: Select from available condition types
    • Field: Choose which account field to check
    • Operator: Compare how the field should meet your criteria
    • Value: Set the threshold or value to check against
  3. Add multiple conditions if needed
  4. Use AND/OR logic for complex conditions

Step 4: Configure Workflow Actions

Define what happens when conditions are met:

  1. Click “Add Action”
  2. Select action type:
    • Create Task: Add collection tasks
    • Send Notification: Alert team members
    • Update Status: Change account status
    • Escalate: Move to senior agents
    • Send Communication: Email/SMS to debtors
    • Update Custom Fields: Modify custom parameters
  3. Configure action details:
    • Task: Title, description, priority, assignee
    • Notification: Who to notify and message content
    • Status: New status value
    • Escalation: Who receives escalation
    • Communication: Template to use, message content
    • Custom Fields: Which fields to update and values
  4. Add multiple actions if needed

Step 5: Test and Save

  1. Click “Save” to save your workflow
  2. System may show any errors in your configuration
  3. Verify all conditions and actions are correct

Step 6: Activate Workflow

  1. After saving, find your workflow in the list
  2. Click “Activate” to enable it
  3. Workflow will now run automatically based on your conditions

Editing Workflows

Modifying Existing Workflows

  1. Navigate to Admin → Workflows
  2. Find the workflow you want to edit
  3. Click “Edit” button
  4. Make your changes
  5. Click “Save” to update the workflow

Deactivating Workflows

  1. Find the workflow you want to deactivate
  2. Click “Deactivate” button
  3. Workflow will no longer run until reactivated

Deleting Workflows

  1. Find the workflow you want to delete
  2. Click “Delete” button
  3. Confirm deletion
  4. Workflow and all its configurations will be removed

Managing Workflows

Workflow List View

The workflow dashboard shows:

  • Active Workflows: Currently enabled workflows
  • Inactive Workflows: Disabled workflows
  • Workflow Statistics: How many times each workflow has triggered
  • Last Triggered: When the workflow last ran
  • Next Trigger: When the workflow will next run

Viewing Workflow Details

Click on any workflow to see:

  • Workflow Configuration: All conditions and actions
  • Trigger History: When and how often the workflow has triggered
  • Recent Activity: Last 10 trigger events
  • Performance Metrics: Success rate, execution time

Using Workflow Templates

Save and reuse common workflow configurations:

  1. Create a workflow as you normally would
  2. Click “Save as Template”
  3. Name your template
  4. Later, create new workflows from the template
  5. Apply template to multiple scenarios

Workflow Testing

Testing Workflows Manually

Before fully activating a workflow:

  1. Use a test account that meets your workflow conditions
  2. Trigger the workflow manually
  3. Verify all actions execute correctly
  4. Check if tasks, notifications, and other actions work as expected
  5. Fix any issues before activating

Testing After Activation

  1. Monitor workflow triggers after activation
  2. Verify actions execute correctly
  3. Check if agents receive notifications
  4. Confirm tasks are created properly
  5. Ensure status updates work as expected

Workflow Troubleshooting

Workflow not triggering:

  • Verify workflow is activated
  • Check that account meets all conditions
  • Verify all required fields are populated
  • Review workflow trigger history

Actions not executing:

  • Check if assigned agent is active
  • Verify notification templates are configured
  • Confirm task assignments are valid
  • Check if status updates are allowed

Workflow Best Practices

For Effective Workflow Configuration

  1. Start Simple: Begin with basic workflows, add complexity over time
  2. Test Thoroughly: Always test before activating
  3. Monitor Regularly: Review workflow performance and adjust as needed
  4. Document Workflows: Keep clear documentation of what each workflow does
  5. Use Templates: Create templates for common scenarios
  6. Limit Conditions: Avoid overly complex conditions
  7. Limit Actions: Keep actions focused and relevant
  8. Review Regularly: Schedule periodic reviews to optimize workflows

Common Workflow Patterns

High-Priority Escalation:

  • Trigger: Overdue for 30+ days
  • Actions: Create urgent task, notify supervisor, escalate account

Follow-Up Contact:

  • Trigger: Account overdue for 7 days
  • Actions: Create follow-up task, send reminder email

Payment Arrangement:

  • Trigger: Balance > $500
  • Actions: Create arrangement task, send template, notify manager

Account Closure:

  • Trigger: Account paid in full
  • Actions: Create closure task, update status to “Closed”

Performance Tips

  • Batch Actions: Combine similar actions when possible
  • Limit Frequency: Prevent workflows from running too frequently
  • Use Conditions: Filter to avoid unnecessary triggers
  • Optimize Triggers: Use efficient condition evaluation
  • Monitor Performance: Track workflow execution times

Security Considerations

  • Permission Levels: Only authorized users can create/edit workflows
  • Test Environments: Test workflows in non-production first
  • Audit Logs: Track all workflow executions
  • Backup Configurations: Save workflow configurations regularly
  • Fail-Safe: Include fallback actions for critical workflows

Troubleshooting

Workflow Not Triggering

  • Verify workflow is active
  • Check condition logic is correct
  • Ensure account data matches conditions
  • Review workflow trigger logs

Actions Not Executing

  • Check if assigned users are active
  • Verify notification templates are configured
  • Confirm task assignments are valid
  • Review system permissions and logs

Too Many or Too Few Triggers

  • Review and adjust conditions
  • Consider using AND logic for more specific triggers
  • Adjust action frequency if needed
  • Filter out test accounts

Errors in Workflow Execution

  • Check system logs for detailed error messages
  • Verify all required data is available
  • Confirm field names and values are correct
  • Test actions individually

Getting Help

For support or questions about workflow configuration:

  • Documentation: Check our comprehensive documentation library
  • Support Portal: Submit tickets through your support portal
  • Training Resources: Access video tutorials and guides
  • Contact Support: Reach out to our support team directly

Next Steps

Now that you understand workflows, explore: