Workflows: Managing Clients in Workflows

Workflows are designed to help you guide clients through different stages of their journey. Clients can be added to workflows based on their status and labels, and you can move them through phases automatically or manually as their needs change.

How Clients Are Added to a Workflow

When you create a workflow, you can choose which clients should be added based on their status and/or labels.

For example, you might create a workflow for prenatal clients and configure it to include clients who have a specific status or label.

Once a client's status and labels match the criteria you've selected for the workflow, they can be added to the workflow.

Status and Label Changes

A client's status or labels can change after they have been added to a workflow. Changing a client's status or labels does not automatically remove them from the workflow.

This allows a client to continue through their existing workflow even if their status or labels change. For example, a client may change from an intake status to an active client status while still having unfinished tasks in their workflow.

If you need to remove a client from a workflow, you can do so manually or use an automated Remove from Phase action.

Moving Clients Through Phases

A workflow is made up of phases that represent different stages of the client's journey. As a client progresses, they can be moved from one phase to another.

Clients can be added to another phase:

  • Manually, by completing a task or otherwise moving the client forward in the workflow.
  • Automatically, using the Add to Phase action as part of an automated task.

For example, a prenatal workflow might move a client through:

Intake → 2nd Trimester → 36 Weeks → Postpartum

You can configure tasks within each phase to automatically add a client to the next phase based on a delay, gestational age, baby's age, or another trigger.

Removing a Client from a Phase

There may be situations where a client no longer needs to remain in a particular phase. You can remove them manually or automate the process.

Remove a Client Manually

To manually remove a client from a workflow list:

  1. Open the workflow and locate the client's list.
  2. Select the client you want to remove.
  3. Choose Remove from list.

Removing a client manually allows you to stop their participation in that workflow when they no longer need it.

Remove a Client Automatically

You can also use the Remove from Phase automated action to remove a client automatically.

This action can be triggered:

  • When manually checked
  • After a delay
  • At a specific gestational age
  • At a specific baby's age

For example, you could configure a task to automatically remove a client from a 2nd Trimester phase at 28 weeks and add them to the next phase at the same time.

Adding and Removing Clients as Part of a Workflow

The Add to Phase and Remove from Phase actions can be used together to help clients move through a workflow automatically.

For example:

  1. A client enters the Third Trimester phase.
  2. At 36 weeks, an automated task removes them from the Third Trimester phase.
  3. The next task adds them to the 36 Weeks phase.
  4. Tasks in the new phase begin based on the workflow's configured sequence and triggers.

This allows you to create a client journey that progresses automatically without requiring your team to manually move every client from one stage to the next.

Important to Know

A change to a client's status or labels does not automatically remove them from an existing workflow. This is intentional, so clients can remain in their workflow while they have tasks that still need to be completed.

If a client should no longer be part of a workflow, remove them manually or configure a Remove from Phase action to handle it automatically.