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Workflow Builder Walkthrough

Welcome to the Workflow Builder Walkthrough! This guide is designed to help you understand and navigate the Workflow Builder. Whether you're new to workflows or looking to refresh your knowledge, this article will guide you through key features, best practices, and tips for success.

TABLE OF CONTENTS

What Is This Workflow Builder Walkthrough?


This article provides a comprehensive overview of the Workflow Builder, including its layout, functionality, and best practices. If you're looking for more specific topics, such as advanced triggers or detailed action configurations, explore our related articles:

Infinite Canvas Layout


The Workflow Builder’s Infinite Canvas allows for an expansive view of your workflows. You can:

Best Practices: Keep complex workflows organized by grouping related actions and using clear naming conventions. Try to keep workflows small enough to be seen in one screen. This aids understanding and troubleshooting.


Move workflow nodes directly on the canvas


In the Standard Workflow Builder, you can move nodes directly on the canvas.



This makes it easier to reorganize steps and branches without moving each node from the right-click menu.


Workflow Switcher


The Workflow Switcher allows you to quickly move between workflows without leaving the builder.


You can open it from the left panel or by pressing **Shift + W**, then search or scroll to select another workflow.


For more details, see: Using the Workflow Switcher in SourCherry

Adding New Triggers


Triggers define the events that start your workflows. Follow these steps:


  1. Click the Add New Trigger button.

  2. Select a trigger from the list (e.g., Contact Added, Appointment Booked).

  3. Configure the trigger with relevant settings.


Tip: Use the search bar and category filters to find triggers faster. Search results may include additional context (such as badges and app details) to help you pick the right trigger.



Important: All triggers in the workflow will activate when their specific conditions are met. Ensure that your trigger setup aligns with your desired workflow initiation.


For a comprehensive list of triggers, visit A List of Workflow Triggers.


Use Keyboard Shortcuts in Standard Builder


The Standard Builder supports keyboard shortcuts for selecting nodes, moving between nodes, copying and pasting actions, zooming the canvas, opening panels, deleting nodes, and saving changes.


For the full shortcut list and key combinations, refer to the keyboard shortcuts article.

Adding New Actions


Actions define what happens after a trigger is activated. To add an action:


  1. Click the + button in the workflow line(s).

  2. Select an action from the list (e.g., Send Email, Assign to User).

  3. Configure the action based on your workflow’s requirements.


Tip: Use the search bar and categories to quickly locate actions across SourCherry-built tools and Marketplace apps. Some results show extra details (such as pricing or install information) so you can compare options before adding a step.



Aside from normal actions, there are some other types of actions that are more advanced:

Tips: Always give actions meaningful names for clarity in Canvas view. This makes workflows easier to understand and manage.

Refer to A List of Workflow Actions for detailed information on all available actions.


You can also use Workflow AI Assistant to help understand the workflow and add the right actions. Learn more in the Workflow AI Assistant article.


Stats View


Stats View helps you review trigger enrollment activity and communication-action performance without leaving the Workflow Builder. 


To use Stats View: 


1. Open a workflow.

2. Turn on Stats View from the top-left corner.

3. Select a trigger or action to review its available statistics.



For workflow triggers, Stats View displays:

Attempted: Contacts evaluated by the trigger.
Matched: Contacts that met the trigger conditions.
Unmatched: Contacts that did not meet the trigger conditions.



Click a trigger statistic to open its detailed view. You can review contact-level results, search for a specific contact, and investigate why contacts did not match.

For communication actions, Stats View displays the available delivery and engagement statistics for that action. Click a statistic to open its detailed report.




For tips on analyzing workflow performance, explore How to Analyze Workflow Campaigns. Stats are also available at the workflow level in the Workflow List Click the expand arrow under Stats.




Note that if a communication action was in the workflow, and used, and then deleted, the stats will still be saved in the workflow.

You cannot edit a workflow while Stats View is active. Trigger Stats includes data from the last 30 days.

For complete Trigger Stats instructions, see Workflow Trigger Narration and Statistics.

Testing the Workflow


To ensure your workflow functions correctly:

  1. Click the Test Workflow button in the top-right corner.

  2. Select a contact for testing.

  3. Click Run Test to run the workflow.

Note that the Test Workflow using a contact isn't 100% perfect, especially if you reuse the same contact for multiple tests. Ideally you should test the workflow by publishing it and using it live.



Troubleshooting: If tests fail, check your triggers and actions for incomplete configurations.

Saving the Workflow


Always save your changes:

Note that Saved and Published are not the same thing. The workflow can be saved or have unsaved changes and can be draft or publish, independent of each other.



Version History

Track changes made to your workflow:




Use the Back to Builder button to return to editing the workflow.


Draft/Publish Toggle


Control the status of your workflows:


Important: Contacts in waiting steps (e.g., Wait, Manual Call) will remain at their current step when resuming a draft workflow.


Best Practices for Workflows

Frequently Asked Questions

Q: What happens to contacts in my workflow if I set it to draft?

A: Contacts in waiting steps (e.g., Wait, Manual Call, Manual SMS) will remain in the same step when the workflow is resumed.


Q: How do goal events impact workflows?

A: Goal events can dynamically adjust contact progress based on interactions. For more, see Action - Goal Event.


Q: Can I add a contact to multiple workflows?

A: Yes, use the "Add to Workflow" action to include a contact in multiple workflows. Learn more Add To Workflow.


Q: How can I integrate external apps?

A: Use the "Webhook" action to send data to external platforms. Check out Actions - Webhook for details.

Further Reading