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Workflow configuration requires admin access and is handled by your Customer Success Manager (CSM). This page helps you prepare the information your CSM needs to create or modify workflows for your community.
You cannot create or edit workflow definitions directly. Use this guide to gather requirements, then share them with your CSM who will configure the workflow on your behalf.

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Before you begin

Before requesting a new workflow, consider whether a workflow is the right solution: Use a workflow when:
  • The process has multiple distinct steps that must be completed in sequence
  • You need to track overall progress across related submissions
  • Different steps may involve different people or departments
  • You want applicants to see a clear path through the process
Use individual records when:
  • The process is a single form submission
  • Steps don’t need to be connected or tracked together
  • There’s no sequential dependency between submissions

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Information to prepare

When requesting a workflow, gather the following information for your CSM:

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Basic workflow details

ItemDescriptionExample
Workflow nameClear, descriptive name for the workflow”Building Permit Application”
DescriptionExplanation of what the workflow is for and who should use it (supports markdown formatting)“Apply for a building permit for new construction, additions, or renovations in the floodplain.”
Call-to-action textButton text that appears to start the workflow”Get started”, “Apply now”, “Begin application”
LogoOptional branding image (if you want a custom logo displayed)Your department logo or program logo

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Workflow steps

Define each step in your workflow. For each step, provide:
ItemDescriptionExample
Step orderSequential position (1, 2, 3, etc.)Step 1, Step 2, Step 3
Record typeWhich record type should be created at this step”Zoning Permit Application”
Step visibilityWho should see this step (all users, specific groups)“Visible to all applicants” or “Visible to contractors only”
Step tagOptional label providing context”Initial Application”, “Department Review”, “Final Approval”
If the record types you need don’t exist yet, note that in your request. Your CSM can help create new record types as part of the workflow setup.

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Example step outline

Here’s how you might document a building permit workflow: 
Workflow: Building Permit Application

Step 1: Permit Application
- Record type: Building Permit Application
- Visibility: All applicants
- Tag: "Initial Application"

Step 2: Site Plan
- Record type: Site Plan Submission
- Visibility: All applicants
- Tag: "Supporting Documents"

Step 3: Zoning Review
- Record type: Zoning Review Checklist
- Visibility: Staff only (applicant cannot see)
- Tag: "Internal Review"

Step 4: Final Determination
- Record type: Permit Determination
- Visibility: All applicants
- Tag: "Decision"

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Access and permissions

Define who can access and use the workflow: Who can start this workflow?
  • All public users with an account
  • Specific user groups (list which groups)
  • Only internal staff
Who can see each step?
  • Some steps may be visible to all participants
  • Other steps may be internal-only (staff review steps)
  • Consider whether applicants need to see review steps or only their own submissions
Who can take action on each step?
  • Applicants typically create their own submissions
  • Staff may have update or review permissions on certain steps
  • Some steps may be view-only for certain groups

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Workflow status rules

Consider how the workflow should behave: When is the workflow complete?
  • When all steps are marked successful
  • When a final determination step is completed
  • Custom completion criteria
What happens if a step fails?
  • Can the applicant resubmit?
  • Does the workflow end?
  • Should they be notified with specific instructions?
Are any steps optional?
  • Can steps be skipped under certain conditions?
  • Who decides when to skip a step?

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Preparing your record types

Workflows are built from record types. Before configuring a workflow, ensure: Record types exist - Each step references a record type. If you need new record types, request those first or include them in your workflow request. Fields are defined - Each record type should have all the fields needed to collect the right information at that step. Permissions are set - Record type permissions should align with your workflow visibility requirements.
Your CSM can help you design record types that work well within workflows. It’s often easier to discuss the overall workflow and let your CSM recommend the record type structure.

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Checklist for your CSM request

Use this checklist when preparing your workflow request:
  • Workflow name
  • Description text (what is this workflow for?)
  • Call-to-action button text
  • Logo file (optional)
  • List of steps in order
  • Record type for each step (existing or new)
  • Visibility settings for each step
  • Tags/labels for each step (optional)
  • Who can start this workflow?
  • User groups that need access
  • Internal vs. public visibility for each step
  • Completion criteria
  • What happens on step failure?
  • Any optional or skippable steps?
  • Should applicants receive emails on step completion?
  • Should applicants receive emails on review decisions?
  • Any custom notification requirements?

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Example workflow request

Here’s an example of a complete workflow request you might send to your CSM:
Workflow name: Flood Mitigation Grant Application Description: Apply for funding assistance through our flood mitigation grant program. This workflow guides you through the application process, from initial eligibility to final award determination. Call-to-action: “Apply for funding” Steps:
  1. Eligibility Questionnaire (new record type needed)
    • Collects basic property and project information
    • Determines if applicant meets program criteria
    • Visible to all applicants
  2. Full Application (new record type needed)
    • Detailed project scope, budget, timeline
    • Only available after eligibility is confirmed
    • Visible to all applicants
  3. Supporting Documents (use existing “Document Upload” record type)
    • Elevation certificate, photos, cost estimates
    • Visible to all applicants
  4. Staff Review (new record type needed)
    • Internal scoring and evaluation
    • NOT visible to applicants
    • Tag: “Internal Review”
  5. Award Determination (new record type needed)
    • Final decision and award amount
    • Visible to applicants
    • Tag: “Decision”
Permissions:
  • Any registered public user can start this workflow
  • Steps 1-3 and 5 visible to applicants
  • Step 4 visible only to staff
Notifications:
  • Email applicant when each step is submitted
  • Email applicant when final determination is made

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Modifying existing workflows

If you need to change an existing workflow, provide your CSM with:
  • Workflow name - Which workflow needs modification
  • What to change - Add steps, remove steps, reorder, change visibility, etc.
  • Impact on existing workflows - Whether changes should apply to in-progress workflows or only new ones
Changes to workflow definitions may affect workflows that are already in progress. Your CSM will explain any impacts and help you decide on timing.

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Timeline expectations

Workflow configuration typically involves:
  1. Requirements discussion - Review your needs with your CSM
  2. Record type setup - Create or modify any needed record types
  3. Workflow configuration - Build the workflow definition and steps
  4. Testing - Verify the workflow works as expected
  5. Go-live - Make the workflow available to users
Simple workflows with existing record types may be configured quickly. Complex workflows with new record types and custom logic require more time. Your CSM will provide timeline estimates based on your specific requirements.

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Getting help

Ready to request a workflow? Contact your Customer Success Manager with your prepared requirements. Not sure what you need? Schedule a call with your CSM to discuss your process. They can help you determine if a workflow is the right solution and guide you through requirements gathering. Need to modify an existing workflow? Reach out to your CSM with the workflow name and proposed changes.