Group quick facts

When to use groups

Task step details

Email steps details

For example, activate the first group of emails when a Decision Maker logs in but hasn't yet carried out a specific action, and cancel them as soon as the action is carried out

You can't directly refer to groups in rule-based conditions - e.g. start group 2 when group 1 is completed - although you can achieve this indirectly by setting conditions based on changes in usage data

E.g. in an Onboarding Project, groups could be:

E.g. in an Onboarding Project, groups could be:

E.g. in a Sequence designed to onboard new End Users to a training platform, groups could be:

These groups would be used in combination with group conditions to activate and deactivate the groups in order, as an End User progresses along the series of actions

E.g. in a Project targeting Companies, a group could be:

E.g. in a Sequence targeting End Users, a group could be:

These groups would be used in combination with group conditions

In both examples above, the groups could contain extra training for these "special" customers

Alternatively, if there are lots of differences between customer types, you could make them as completely separate Workflows, or if there are minimal differences, you could use step conditions rather than groups

E.g. in either a Project or a Sequence, if your product is HR software, groups could be:

Each group would be activated by a group condition, so the relevant steps (e.g. training sessions or instructional emails) would be applied to each customer

E.g. in a Sequence where you want to send emails in an End User's preferred language, groups could be:

E.g. in a Project where there are steps related to regulations in different countries, groups could be:

Again, the relevant groups would be activated by group conditions

You can optionally select a Conversation Type for each step

You'll see these elsewhere in Planhat associated with tasks - see this article for a general overview of Conversation Types

They make it easier to identify particular categories of actions in a Workflow or when you view actions in Company and End User Profiles

They can be saved as time-series data; Conversation Types give you a way to analyse how time is spent by your team

Conversation Types can act as templates, so selecting one for a step can automatically bring in your notes on associated meeting structure, for instance, which you can then customise for the step

You can optionally apply labels (tags) to steps

Like Conversation Types, you'll see task labels used elsewhere in Planhat too

They are a simple way to categorise steps, and draw attention to them when live - e.g. you could have an "Important" tag

Here you select who should own the step and be responsible for the task being completed

This can be a dynamic reference, such as "Account Owner" or "Technical Account Manager" (in which case, the actual person will be filled in when the Workflow Template is applied), or a specific named person (e.g. the Enablement Manager if it's a Sequence promoting a new training course)

This is used for determining when the task should occur (its due date)

Use the dropdown to swap between "Days" and "Workdays"

To learn more about how to schedule when steps occur, see this article

It's quite common for a task to be associated with an email - for example, you may have a task to email multiple people at a Company to set up a QBR, or after running a training session you might have a task to send a follow-up email

In this dropdown menu you can select an email template, as you can see in the Example 2 screenshot above

However, remember that in task steps, emails are not automatically sent to End Users - this is only possible in email steps

If you toggle this on, this step will be visible in the Portal, if you then add the Workflow to a customer's Portal. (The relevant group name will also be visible)

A rich text area where you can add further detail to the task, including bullet points, images, links, and so on. Make it clear what the person completing the task should do

If you share the task to a customer Portal, this will be visible to your customer, so make sure the instructions are aimed at them - you can see this in the Example 1 screenshot above

You can add checklist items for the task completer to tick (check) off within the task. For example, if the task is to hold a kick-off call, you might have subtasks to book the QBR, do different things to prepare, run it, and then send a follow-up email

Using checklists is a great way to simplify Workflows and therefore your team's task, as you don't need every single subtask to be listed as a separate individual task

Here you can add files, images and videos to add extra context to the task

For example, you can embed a video into the step by clicking on the "+" button and then "Add a URL" (shown in GIF below), for the following use cases:

This can either be "As soon as possible" (i.e. send as soon as the step is activated, which may be when the Workflow is applied, or when another condition is met), "After manual approval", or "Custom"

If you select "Custom", you can choose the number of calendar days (or workdays) between when the step is activated and when the email is sent. You can learn more about step timings in this article

You can select an email template from your library (see here for more on how to create them) and edit it here

Alternatively, you could create an email from scratch here

You can use merge tags in your email to automatically customise your email for each End User

Set who the email should be sent from. Like you've just seen for task owner, this could be a dynamic reference, such as "Account Owner" if you'd like the email to be sent from the relevant CSM (so this will be assigned when the Workflow Template is applied), or a specific named person every time, such as your organisation's Training Manager if it's about training

This can be helpful if you will be sending emails to specific countries or regions

You specify the email subject here. Note that this can be different to the name/title of the email step in the step list

This can be populated automatically when you select an email template, but you could still edit it here in that case

Here you can copy in Team Members (Planhat Users)

This is a dynamic reference in the Workflow Template that will be populated with the correct email address in the actual Workflow

You could use a default Team Member field such as "Account Owner", or a custom Team Member field such as "Technical Account Manager"

This means you can, for example, automatically cc the customer's CSM when an automated renewal email is sent from Finance

You'll see this in email steps in Sequences targeting the Company model

This is how you specify which End User(s) the email is sent to: choose an existing End User filter here

End Users will automatically be filtered by the Workflow's Company - e.g. if you have a Company Sequence and it is applied to Microsoft, the email will only be sent to End Users in your chosen filter who belong to Microsoft in Planhat

A single email will be sent to all recipients in Company Sequences

You'll see this in email steps in Sequences targeting the Company model

Similar to "To End Users matching filter" we just described above, here you can select a different End User filter to specify which End User(s) from the Company you would like to be copied into the email (if any)