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.
Engage
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.
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
(⬅️ go back)
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
(⬅️ go back)
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.
Chat
Workflows are a powerful way to automate assignment rules, automate messages to students and help craft unique experiences for each student.
Building workflows in Chat is easy. First, tell Gecko when the workflow should trigger. Then tell Gecko which condition(s) to look out for. Finally, tell Gecko which actions should be undertaken if the conditions are met.
Workflows in Gecko fully support and/or logic. Once created, workflows can be paused at any time.
Before the conversation is started
Start by clicking Workflows on the top nav bar and clicking + New Workflow in the top-right corner.
There are five steps to building a workflow in Chat:
✍️ Name your workflow - What would you like to call your workflow? This is internal only, so give it a name that'll make sense to the rest of your team.
⏰ When would you like to trigger this workflow - We'll be choosing Before the conversation is started. This means that the workflow will enact before the student sends their first message.
🔎Add conditions - Do you want this workflow to Always trigger this workflow or to look out for specific conditions (Only trigger this workflow if the conditions below are met)? You're able to reference two main types of conditions:
Availability - Tells Gecko to check the dates/times/days of the week and agent/team availability.
Live-Chat widget data - Tells Gecko to check information from the Chat widget, such as the channel, URL, student time-on-page, GeoIP, device type, browser language and more.
💪 Add actions - What should happen if the above conditions are met? Here are the actions unique to the Before the conversation is started workflow:
Prompt the visitor to open the widget - Display a message above your live-chat widget to attract the visitor's attention.
Trigger a message to the visitor - As above, but you can have the message appear as though it has been sent by one of your users/teams/bots.
Launch the live chat widget - Launch your live-chat widget window to full size on the visitor's device.
Assign conversation to agent to team - Automagically assign the conversation to an agent or team.
Assign conversation to a bot - Assign the conversation to a specific bot.
Set a contact field - Update fields on the visitor's contact record.
🚀 Confirm and set live - This section will allow you to launch the workflow and flag any errors/sections you may have missed.
Workflows can be paused, edited or removed from the Workflows page at any time.
When the conversation is started
To add a workflow, click Workflows on the top nav bar and click + New Workflow.
Building workflows is then a rapid-fire, 5-step process:
✍️ Name your workflow - What would you like to call your workflow? This is internal only, so give it a name that'll make sense to the rest of your team.
⏰ When would you like to trigger this workflow - When using the When the conversation is started workflow, Gecko will wait until the student sends their first message in any given conversation.
🔎Add conditions - Do you want this workflow to Always trigger this workflow or to look out for specific conditions (Only trigger this workflow if the conditions below are met)? You're able to reference four main types of conditions:
Conversation - Tells Gecko to check the channel, conversation status or analyze the student's first incoming message.
Availability - Tells Gecko to check the dates/times/days of the week and agent/team availability.
Live-Chat widget data - Tells Gecko to check information from the Chat widget, such as the URL, student time-on-page, GeoIP, device type, browser language and more.
Custom fields / Contact fields - Tells Gecko to reference information you know about the student from their Chat contact record.
💪 Add actions - What should happen if the above conditions are met? Here are the actions unique to the Before the conversation is started workflow:
Assign conversation to agent to team - Automagically assign the conversation to an agent or team.
Trigger a message to the contact - Send an automatic message to the student, setting response time expectations or communicating other key info.
Add a note to the contact - Adds an internal note to the contact record.
Add a tag to the conversation - Tags the conversation. Helps with creating swimlanes and analyzing conversation data.
Set a contact field - Update fields on the visitor's contact record.
🚀 Confirm and set live - This section will allow you to launch the workflow and flag any errors/sections you may have missed.
Workflows can be paused, edited or removed from the Workflows page at any time.
After the conversation is closed
Start by clicking Workflows on the top nav bar, click + New Workflow in the top-right corner, and walk through the 5-step creation process.
✍️ Name your workflow - What would you like to call your workflow? This is internal only, so give it a name that'll make sense to the rest of your team.
⏰ When would you like to trigger this workflow - When using the After a conversation is closed workflow, Gecko waits until the conversation is manually closed by an agent or automatically bot the bot.
🔎Add conditions - Do you want this workflow to Always trigger this workflow or to look out for specific conditions (Only trigger this workflow if the conditions below are met)? You're able to reference four main types of conditions:
Conversation - Tells Gecko to check the last channel used or to analyze the last message the student sent to you.
Availability - Tells Gecko to check the dates/times/days of the week and agent/team availability.
Live-Chat widget data - Tells Gecko to check information from the Chat widget, such as GeoIP and browser language.
Custom fields / Contact fields - Tells Gecko to reference information you know about the student from their Chat contact record.
💪 Add actions - What should happen if the above conditions are met? Here are the actions unique to the Before the conversation is started workflow:
Trigger a message to the contact - Send an automatic message to the student, perhaps thanking them for their time or sending them a feedback form.
Add a note to the contact - Adds an internal note to the contact record.
Add a tag to the conversation - Tags the conversation. Helps with creating swimlanes and analyzing conversation data.
Set a contact field - Update fields on the visitor's contact record.
🚀 Confirm and set live - This section will allow you to launch the workflow and flag any errors/sections you may have missed.
Workflows can be edited, removed, or paused from the Workflows page anytime.
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