Workflows give you the power to automate almost every aspect of Gecko. They are endlessly customizable, effortlessly simple to create, and unlimited in number; they're a brilliant tool to learn and master.
Workflows can be found in almost every area of Engage. Whilst each module has its unique functionality, the design principle is universal: first, tell Gecko what Condition(s) it should look out for. Then, tell Gecko what Action(s) should be undertaken if the conditions are met and When.
Workflows in Gecko support and/or logic.
Forms
Adding workflows to your form is easy. Once your form has been saved at least once, you can access the Workflows tab. Head there and click + Add Workflow to get started.
There's no limit to the number of workflows you can create. Each workflow can contain multiple conditions, branching and/or logic, and multiple actions. Even better, existing workflows can be cloned to speed up the creation process and maximized/minimized to keep your view tidy.
Below we'll cover some of the essential form workflow functions.
🔎 Conditions
Field - Set conditions based on how students responded to the various fields/questions on your form.
Geo Location - You can set conditions based on a student's location. Uses student IP address.
Captured by - Allows you to set conditions based on which Gecko users was logged into the Capture app when the response was captured.
Assigned user - Set conditions based on which user has been assigned the response.
Event the capture app was used - For use if a Capture app collected the response at a specific event.
⏰ Delays
Immediately - The workflow actions will be carried out immediately the first time the conditions are met.
After a date - Gecko will check the conditions at the specified time/date selected and then carry out the actions. Once triggered, this workflow will run as an Immediately workflow unless an end date/time is set.
After a delay -
Check conditions after the delay = ✅ on: Gecko starts a delay timer if the conditions are met. When the timer ends, Gecko rechecks the conditions. The workflow actions will only trigger if the student still meets the conditions.
Check conditions after the delay = ❌ off : Gecko starts a delay timer if the conditions are met. The workflow conditions are not rechecked when the timer ends.
💪 Actions
Email - Default Email Template - The 🐐 GOAT form workflow. Automatically sends a full transcript of the student's form submission to any Gecko users/external stakeholders. Gamechanger.
Start Conversation in GeckoChat - Push the form submission to your GeckoChat account so your agents can respond immediately to the student.
Update Contact/Response fields - Allows you to update fields on the contact record or fields on the response itself.
Assign to user - Assign the response to the team member most qualified to handle it.
Add contact to event - Tell Gecko to add the contact to any event/session/time.
Assign consent value(s) - Update the student's consent values based on data submitted in the form.
Chat
Chat specific workflows govern rules around how Gecko should handle conversations. To get started, head to Conversations > Workflows.
Workflows can be configured to run at three key points in the conversation timeline:
Before a conversation starts - this type of workflow applies only to Live chat channels and can be triggered if a student lands on a webpage with a live chat widget embedded on it.
When a conversation started - this type of workflow applies to any channel type and is triggered when a student sends their first message in a conversation.
When a conversation closed - this type of workflow applies to any channel type and is triggered when the conversation on Gecko is closed.
Each workflow type supports a different number of conditions and actions. Watch the video, above, for some simple suggestions.
Events
💡 Looking to learn how to pull session-specific info into your emails or texts? Learn more here!
To add workflows to your event, click on the event and go to the Workflows tab. Click + Add Workflow to get started.
There's no limit to the number of workflows you can create. Each workflow can contain multiple conditions, branching and/or logic, and multiple actions. Even better, existing workflows can be cloned to speed up the creation process and maximized/minimized to keep your view tidy.
Below we'll cover some of the essential event workflow functions.
🔎 Conditions
Contact field - Reference any contact field(s) and values.
Contact label - Check whether the contact has/hasn't got specific labels.
Status - Pick the attendee status the student must have to meet these conditions. Gecko supports Invited, Registered, Attended, Engaged, Waitlisted, Cancelled, Removed, and Did Not Attend.
⏰ Delays
Immediately - The workflow actions will be carried out immediately the first time the conditions are met.
After a date - Gecko will check the conditions at the specified time/date selected and then carry out the actions. Once triggered, this workflow will run as an Immediately workflow unless an end date/time is set.
After a delay -
Check conditions after the delay = ✅ on: Gecko starts a delay timer if the conditions are met. When the timer ends, Gecko rechecks the conditions. The workflow actions will only trigger if the student still meets the conditions.
Check conditions after the delay = ❌ off : Gecko starts a delay timer if the conditions are met. The workflow conditions are not rechecked when the timer ends.
Before Event/Session starts - Gecko checks the event/session in the workflow conditions and triggers the action relative to the event/session start date/time.
After Event/Session starts - Gecko checks the event/session in the workflow condition and triggers the action relative to the event/session end date/time.
💪 Actions
Emails & SMS - Send timely event comms to students. See what event information can be dynamically included in emails (tickets, RSVP booking portals, locations, webinar links etc.) here.
Broadcasts
To add workflows to your broadcast, click on your broadcast and go to the Workflows tab.
There's no limit to the number of workflows you can create. Each workflow can contain multiple conditions, branching and/or logic, and multiple actions. Even better, existing workflows can be cloned to speed up the creation process and maximized/minimized to keep your view tidy.
Below we'll cover some of the essential broadcast workflow functions.
🔎 Conditions
Outcomes - Gecko supports Clicked, Delivered, Duplicate, Failed, Opened, Processing, Sending, and Sent statuses.
Contact field - Reference any contact field(s) and values.
Contact label - Check whether the contact has/hasn't got specific labels.
⏰ Delays
Immediately - The workflow actions will be carried out immediately the first time the conditions are met.
After a date - Gecko will check the conditions at the specified time/date selected and then carry out the actions. Once triggered, this workflow will run as an Immediately workflow unless an end date/time is set.
After a delay -
Check conditions after the delay = ✅ on: Gecko starts a delay timer if the conditions are met. When the timer ends, Gecko rechecks the conditions. The workflow actions will only trigger if the student still meets the conditions.
Check conditions after the delay = ❌ off : Gecko starts a delay timer if the conditions are met. The workflow conditions are not rechecked when the timer ends.
💪 Actions
Email & SMS - Gives you the ability to set up multi-tiered message types to increase the likelihood of your broadcast goal being met.
Add to broadcast - Allows you to create branching campaigns where student actions (or inaction) automatically filters them into the correct comms flow.
Add to campaign - Pulls students into active call campaigns for your call agents to dial.
Add label - Need a marker to the student contact record for tracking/future filtering or reporting? A label will help!
Scripts
Adding workflows to your call scripts is simple. Once your script has been saved at least once, you'll have access to the Workflows tab. Head there and click + Add Workflow to get started.
There's no limit to the number of workflows you can create. Each workflow can contain multiple conditions, branching and/or logic, and multiple actions. Even better, existing workflows can be cloned to speed up the creation process and maximized/minimized to keep your view tidy.
Below we'll cover some of the essential call script workflow functions.
🔎 Conditions
Field - Set conditions based on how students responded to the various fields/questions on your form.
Captured by - Allows you to set conditions based on which call agent captured the script/ made the call.
⏰ Delays
Immediately - The workflow actions will be carried out immediately the first time the conditions are met.
After a date - Gecko will check the conditions at the specified time/date selected and then carry out the actions. Once triggered, this workflow will run as an Immediately workflow unless an end date/time is set.
After a delay -
Check conditions after the delay = ✅ on: Gecko starts a delay timer if the conditions are met. When the timer ends, Gecko rechecks the conditions. The workflow actions will only trigger if the student still meets the conditions.
Check conditions after the delay = ❌ off : Gecko starts a delay timer if the conditions are met. The workflow conditions are not rechecked when the timer ends.
💪 Actions
Email - Default Email Template - The 🐐 GOAT form workflow. Automatically sends a full transcript of the student's script data to any Gecko users/external stakeholders. It allows you to efficiently triage any questions to external teams so your callers can focus on dialling.
Start Conversation in GeckoChat - Push the script submission to your GeckoChat account so your agents can respond immediately to the student.
Assign to user - Assign the contact to the team member most qualified to speak with them.
Call Campaigns
To add workflows to your call campaign, click on your campaign and go to the Workflows tab. Click + Add Workflow to get started.
Remember: there's no limit to the number of workflows you can create. Each workflow can contain multiple conditions, branching and/or logic, and multiple actions. Even better, existing workflows can be cloned to speed up the creation process and maximized/minimized to keep your view tidy.
Below we'll cover some of the essential call campaign workflow functions.
🔎 Conditions
Outcome - Tell Gecko to look out for any call Outcome your agents have picked.
Contact fields - Reference any contact field(s) and values.
Data - Analyze the number of calls made to the student in the campaign to decide what the next step is.
Assigned user - Set conditions based on which of your call agents is making the call.
Contact label - Check whether the contact has/hasn't got specific labels.
⏰ Delays
Immediately - The workflow actions will be carried out immediately the first time the conditions are met.
After a date - Gecko will check the conditions at the specified time/date selected and then carry out the actions. Once triggered, this workflow will run as an Immediately workflow unless an end date/time is set.
After a delay -
Check conditions after the delay = ✅ on: Gecko starts a delay timer if the conditions are met. When the timer ends, Gecko rechecks the conditions. The workflow actions will only trigger if the student still meets the conditions.
Check conditions after the delay = ❌ off : Gecko starts a delay timer if the conditions are met. The workflow conditions are not rechecked when the timer ends.
💪 Actions
Email & SMS - Gives you the ability to send automated emails and texts based on call campaign activity.
Add label - Helpful for adding a marker to the student record. It can be used in conjunction with the Data condition to remove students automatically from the call campaign once a certain number of calls have been made to the student.
Re-triggering workflows
Strictly speaking, once a workflow has run in Engage, it is impossible to trigger the same workflow again. However, as the video above covers, new workflows can be configured to run retrospectively.
To retrospectively run a workflow:
Go to the Workflows section of your form.
Build a new workflow with the correct Conditions and Actions.
Before saving, change the workflow delay from Immediately to After a Date and set the date to a point just in the future. Note: after the date you've picked has passed, your workflow becomes an Immediately workflow, so set an end date if you wish to avoid this.
Click Save Changes.
As soon as the After a Date you selected has elapsed, your workflow will review all of the form submissions you've received and run the action for all students who met the conditions.
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