Workflow Setup - Omnique

To first access this page you will need to be logged into autoflow using an admin role profile. (These setup options will not be available to Service Writer or Technician profiles)

From the top right drop down menu you would select the Workflow Setup option under the Workflow Setup category, as highlighted in the image above. From there you will see several options to create new status steps in autoflow, preview your current workflow, and a list of your existing statuses that can be modified as broken down in the steps below.

When adding a new status keep in mind this will always be created as the last step in your existing workflow. Each portion of this detailed below.

1. Graphic Title - This is how the status will display on your active workflow, inactive statuses for an active visit will display blue, while the active status will display as green/orange/red depending on configuration of the Display Time. This title will also need to match the Status Labels in Omnique in order to synchronize visits between the two systems as detailed in our Knowledge Base linked at the top of this article.
   
2. Drop-down Title - This will allow you to detail your new status further as an extension of the Graphic Title. The Drop-down Title will only display when selecting a status, and will allow for further detail for technicians or service writers when manually changing these statuses.
   
3. Text/Email Message - This will contain the message that is sent to the customer upon entering this status, the same statement will be used for both text and email depending upon the customer's communication preferences. All automated messages sent this way will have a greeting of "Hello, " at the start and will not need to be included in the above field. (Depending upon Company Settings this may be appended as "Hello [customer_first_name], " as well.)
   
4. Sent Text/Email Update - This radio button option is used to determine when a status is noisy (Notifying customers with the Text/Email Message) or silent (No automated notification sent to customer)
   
5. Select Display Time - This will determine how the timer for the status is displayed on the active customer dashboard after entering this status. There are three options for this:
   
1. Open - No timer is displayed for the selected status
   
2. Count Up - A timer will track from 0:00 and count up to display how long a visit has been in this status on the active customer dashboard. No color changes will occur on this status based upon time in a Count Up status. If in this active status for more than 24 hours this will display as "x Days" on the active status.
   
3. Count Down - You will be able to set the amount of time applied on a countdown timer, as configured by the selected days, hours, and minutes. The status label will change from green, to orange, to red as detailed by the Count Down Timer Setup beneath your current status list.
   

Once you have added your new status you will be able to drag and drop from the current existing statuses to place it in the desired location on your workflow. This will automatically refresh the page, to display the updated Workflow Preview immediately beneath the Add New Status box as seen below.

The preview will show your current status list, with your selected "Checkin" status highlighted green. This will be explained further in the edit status section further below. Statuses with () around them are to notate whether or not a status is silent. If there are no parentheses then a status is notifying, and will update the customer via text or email when a visit enters this status. A status with parentheses such as (EST ) above is a silent status, and will not update the customer. This can be selected with the Send Text/Email Update option noted above, and can be modified on existing statuses.

Directly below the Workflow Preview is your existing status list, where you can select a status to modify, or rearrange your current workflow order by dragging and dropping using the up/down arrows on the left or right of each status line. You can also change the Starting Status by simply clicking on the "Make this the Starting Status" on the right side of the line. This will not change the first status started by the integration mapped status. Be advised that all statuses are assigned numerically, and changing the order of these will not keep active visits tied to the same status they were in. If you were to move the QC status above the WOT status then any visit currently in QC would be assigned to Servicing, and any currently in Servicing would then be in WOT, while visits in WOT would now be in QC. It is always advised to only make modifications when no visits are on the active customer dashboard. By clicking on the line for one of the existing statuses, you will open the Edit window detailed below.

1. Graphic Title - As above in Create New Status
   
2. Drop-down Title - As above in Create New Status
   
3. Send Text/Email Update:Your current message - As above in Create New Status, this will display your current message for this status and can be modified freely. This will not retroactively change any messages previously sent, but will effect all future changes to this status after saving.
   
4. Send Text/Email Update - As above in Create New Status
   
5. Select Display Time - As above in Create New Status
   
6. Associated DVI/QC/WO Button - Only one status can be selected for each quick link on the workflow, though one status can have all sheet pages assigned. This will add a quick link on the workflow to their respective pages. (See INSP for Digital Vehicle Inspection, Servicing for Work Order, and QC for Quality Control on example workflow preview above) This is to allow for quick access, as well as denote to technicians and service writers at a glance if current status requires further action.
   
7. Auto (Re)Generate Work Order - This option can be used to pull any updates to Work Order items added to the ticket in Omnique, and will regenerate any changes when entering this status. This can be used in place of manual Work Order regeneration on the Work Order page, but will not prevent a manual regeneration.
   
8. Allow Technician to click - As described this toggle option will denote whether a technician role profile will be able to manually update the current visit to this status. All technician actions that are triggered by auto-update settings will occur regardless of this setting toggle, but only statuses with this selected will be able to be manually updated by a technician.

The mapped statuses will synchronize with their matching Omnique labels, and will update status changes both directions, with the exception of the checkin status. A change to a mapped status in Omnique will automatically update the active visit's status on the workflow in autoflow, and an update to a mapped status in autoflow will apply the relevant label in Omnique. This does not apply to closing a visit in Omnique, as that is not treated as a configurable status label.

Beneath the current workflow status list you will find the Count Down Timer Setup section. Here you can update at what threshold the statuses with Count Down selected will change to Orange or Red on the active customer dashboard. With the example above any count down timer that starts at 15 minutes will immediately display as Orange instead of Green, however a visit starting at 30 minutes will remain Green until reaching the 15 minute mark. The second option will then change this status to Red at the selected remaining time. The timer options are in increments of 5 minutes, and can be placed at a total of 13 hours by selecting 12 Hr 60 Min.

Beneath this you will find sections for several other categories including Follow-up Message Setup, Scheduled Message Setup, and Predefined Outbound Texts, each with their own Knowledge Base Articles linked. The last section we will go over on Workflow Setup is the Vacation Responder.

As seen above, this will allow you to set a scheduled date range to automatically reply to any customer text message inquiries to avoid any confusion regarding lack of response over extended closures. This will start at midnight on the start date, and stop at 11:59PM on the end date. Any messages received during this window will be met with the standard "Hello, " greeting followed by the message provided in the "Message to Send" box.

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