This guide walks you through setting up and managing GoCSM's core workflows. An important note before we begin: All customer touch workflows come drafted and need to be published before they'll start

1. Onboarding Workflows

When a new customer signs up, two things happen automatically:

For Your Team:

• All team members get notified

• The 'Active SaaS' tag is added

• The customer moves to the 'Active Stage' in the Subscription & Billing Pipeline

• Workflow is active by default

For Customer Touch:

1. Navigate to Automations

2. Locate the "Onboarding" workflow

3. Review the default welcome message

4. Customize the message if needed

5. Click "Publish" to activate

2. User Satisfaction Workflows

These track both health status and happiness levels:

Health Status Changes: For Your Team:

• Triggered by manual status updates

• Adds appropriate tags (Thriving, Healthy, Steady, or Struggling)

• Updates Customer Health Status Pipeline

• Active by default

For Customer Touch:

1. Go to User Satisfaction > "Health Status " workflows

2. Review messages for each status:

   1. Healthy

   2. Steady

   3. Struggling

3. Customize messages as needed

4. Publish each status workflow

2.1. Happiness Level Changes

For Your Team:

• Updates User Happiness Level Pipeline

• Adds corresponding tags

• Notifies team of feedback received

• Active by default

For Customer Touch:

1. Go to User Satisfaction > "User Feedback" workflows

2. Review messages for each status:

   1. Happy

   2. Neutral

   3. Very Happy

   4. Not Happy

3. Customize messages as needed

4. Publish each status workflow

3. Product Adoption Workflows

3.1. Used Features

For Your Team:

• Adds 'Active on Feature' tagging

• Creates cards in Used Features Pipeline

• Updates engagement scores

• Active by default

For Customer Touch:

1. Go to Product Adoption > "Used Features" workflows

2. Review messages for each feature

3. Customize messages as needed

4. Publish each status workflow

3.2. Unused Features

For Your Team:

• Notifies in app

• Active by default

For Customer Touch:

1. Go to Product Adoption > "Not Used Features" workflows

2. Review messages for each feature

3. Review timeframe triggers:

   -Automation (5 days) -Calendars (7 days) -Marketing (14 days) etc.

4. Customize reminder messages

5. Publish each reminder workflow

   Remember: System rechecks every 45 days

4. Login Activity Workflows

For Internal Notification:

• Adds inactive tags

• Updates Customer Login Activity Pipeline

• Notifies team of feedback received

• Active by default

For Customer Touch:

• Got to Login Activity > "Inactive User" workflow

• Customize re-engagement messages

• Publish workflows

5. Financial Management Workflows

For Your Team:

• Alerts team immediately

• Updates subscription status

• Adds Payment Failed tag

For Customer Touch:

1. Go to Financial Management > Payments workflows

2. Customize reminder messages

3. Publish each reminder workflow

6. Meetings & Sessions

For Your Team:

• Sends meeting reminders via text and email

• Updates scores for attendance

For Customer Touch:

• Go to Meetings & Sessions > 'Reminders' workflow

• Customize reminder messages

• Publish each reminder workflow

7. Task Management

For Your Team::

• Sends 5-day, 3-day, and 1-day due date reminders

• Alerts for overdue tasks (1, 3, and 5 days)

• Updates task status automatically

For your Customers:

• Go to Task Management workflows

• Customize acknowledgment email to the customer

• Publish workflow

8. Affiliate Program

Manages potential affiliate recruitment

Qualification Process:

• Checks user scores every 60 days

• Identifies qualified customers based on an engagement score over 1000

• Sends invitation emails

• Notifies affiliate manager

9. Customer Check-in

For your Customers:

• Go to Customer Check-in Workflows

• Customize emails to the customer

  • Over their first month (1, 7, 14, 21, 28, 40, 60, 90 days).

• Publish workflows

Remember: These workflows are designed to automate routine tasks while maintaining personal touch. Start with the defaults, then customize as you learn what works best for your agency and customers.