A Workflow is a defined, step by step process that is used to manage Violations, Delinquencies, ARC requests and Custom Letters. A Custom Letter workflow differs from the other types of Workflows, because in most cases, it is used to generate a single letter, without the need for any additional steps or stages. The Custom Letter Workflow is designed to send letters to selected Owners on an as-needed basis, such as Welcome Letters and NSF Letters.


NOTE- Although the Custom Letter Workflow is typically used only to generate a single letter, it can be used to track multiple steps, for example an NSF Letter can be sent to the Owner, with a follow up in 30 days, with a 2nd letter, to let them know they are now subject to collections if they haven’t replaced the payment. 


Required Setup


Prior to creating the Workflow, there are some additional setup steps. Click the titles for more information. 


Create Letter Templates - Letter templates are used to create documents with Owner or Association information. The template can include stock information, such as verbiage, legal information, contact or branding information and more. As well as personalized information from the Owners account such as the Unit address, account balance, violations etc… Letter templates are created at the Firm level to allow the same template to be used for multiple Associations. 


Create Action Types - Action Types are used within workflow(s) to define the activities to be performed at each step. A workflow consists of a series of steps that defines a stage of a process, typically including correspondence to the Owner and/or charges or notations on the account. Action Types allow the system to automatically generate letters and documents to Owners, that are created as templates, prior to creating the Action Type. 


Create a New Custom Letter Workflow


There are multiple steps to creating a Workflow. 


Part 1 - Create a New Workflow Name - This first step creates the Workflow name and assigns it to the Association(s).


Part 2 - Assign Action Types to the Workflow- This step assigns previously created Action Types to the Workflow. 


Part 3 - Add Details to the Action Types - This step adds additional details to the Action Types.



Part 1  Add a Workflow Name


When you set up a Workflow for the first time, this step establishes the basic information at the top level. Once the Workflow is created, you will complete it by adding steps through assigning Action Types.


Step 1. Navigate to Process > Setup > Manage Firm Workflow.


Step 2. Select Manage Workflow Name from the Page Action drop down menu.



Step 3. Complete the fields in the Manage Firm Workflow window. 


Overview Tab


  • Name - Enter a name of the new workflow


  • Activity Type - Confirm that Custom Letter is selected



Workflow Associations Tab 


Use this Tab to assign Associations to this workflow. To assign all, select the double up arrow, to assign a single Association, highlight the name and select the single up arrow. 



Step 4. Click the Save button to create the new Workflow. 



Part 2 Assign Action Types to the Workflow - At this stage you will add steps (Action Types) to the Workflow. In the other types of Workflows, Action Types are ordered to create a series of steps, however for a Custom Letter Workflow that isn’t necessary because multiple steps aren’t needed.  In a Custom Letter Workflow each letter or document is assigned to a different Action Type and then all Letters that apply to the Workflow, are assigned. When a Custom Letter is generated, the User will select the needed letter from a drop down menu. 


NOTE- Although the Custom Letter Workflow is typically used only to generate a single letter, it can be used to track multiple steps, for example, an NSF Letter can be sent to the Owner, with a follow up in 30 days, with a 2nd letter, if they haven’t replaced the payment. 


Step 1. Navigate to Process > Setup > Manage Firm Workflow.


Step 2. Select Custom Letter  from the Activity Type drop down menu.


Step 3. Select the name of the new Workflow you created in Part 1 from the Firm Workflow drop down menu. 



Step 4. Select Add Multiple from the Page Actions drop down menu. This will allow you to add the new Action Type you created in Part 2. 



Step 5. From the drop down menu check the box next to the Action Item(s) you want to add to this workflow, or check the top box to select all. 



Step 6. Click the Save button to finalize your changes.


Part 3 Add Details to Action Types


This step allows you to add some additional details to each step of the process to provide more information and options for automation.


Step 1. Navigate to Process > Setup > Manage Firm Workflow.


Step 2. Select Custom Letter from the Activity Type drop down menu.



Step 3. Select the name of the new Workflow you created in Part 1 from the Firm Workflow drop down menu. 



Step 4. Select Add Multiple from the Page Actions drop down menu. This will allow you to add all the new Action Types you created in Part 2. 




Step 5. Complete the Action window. 


General Tab - General Section - Items in this section will automatically fill based on previous selections. 

General Tab - Action Details Section


NOTE- Details in this section may vary depending on the Type of Workflow. 


  • Document Template- Select a Document Template from your computer if you want to override the document uploaded with the Action Type. This allows the User to customize a workflow for a particular Association or group of Associations. 


  • Do Not Show- Check this box if this step is no longer needed as part of the Workflow. This will keep the step from being used in the future but will continue to show any past uses of this step. 


  • Auto Set Status- Select the correct status from the drop down menu.


General Tab -  This section is only necessary in a Custom Workflow when creating a custom letter with multiple steps. For example, if you send an NSF Letter when a payment is returned, but want to send a 2nd letter to let them know that collections are resuming because a replacement payment wasn’t received. Otherwise, you can skip this section. 


  • Days Till Next Action- Enter a number of days that should elapse before the next Action.


  • Set Next Action to- Select the next Action from the drop down menu.


The following additional fields apply to Delinquency Workflows. These parameters allow the Action to be directed by the Balance of the Account.


  • And Amount- Select Balance, Open Balance or Past Due Balance.


  • Is at least- Enter a dollar amount or select Lookup Schedule. 


  • Otherwise Set Next Action to- Select the Action to take place if the balance requirement is not met. For example- If the Balance is $200 or more, the next Action is attorney referral, however if it is under $200 the next Action is to remain in Delinquency status. 


General Tab - Finalized Note Section


Use this field to add a note to the Owner account at the completion of this step. 

Attach Documents Tab - Use this Tab to select documents that need to be included with the letter that is mailed as part of this step. For Example- A Welcome Letter may include a copy of Association policies. 


Charge Tab - Use this Tab to add charges to an Account when this particular letter is generated. 


Step 1. Complete the fields in the General Section. 


  • Activity Type- This field will default. 

  • Action Type- This field will default. 

  • Post Date- Select the date the charge should be posted to the Owner account. From the drop down menu select Today’s Date, Current Month, or Next Month. If Current or Next Month is selected, use the 2nd drop down box to choose the date. 

 

Step 2. Click the Add Account Charge button. 


    


      Step 3. Complete the Account Charge Info window. 


  • Charge Code- Select the correct Firm Trans Type from the drop down menu. 

  • Description- Enter a Description for the Charge. 

  • Chargeable - Select the option that applies for this charge. 

    • Chargeable Flat Rate - Select to charge a flat rate. This will open an additional field to enter the amount. 

    • Chargeable by Fine Schedule - Select if the charge will vary according to an established schedule. Schedules are set up on the Association level using the Tab for the selected type of Workflow. 

    • Chargeable by Calculation - Select to charge using a calculation. This option will open a drop down menu to select the correct charge. CLICK HERE to learn more about setting up calculations. 

     

Step 4. Click the Save button to finalize, or the Save Add button to add another charge.

 

Next Action Tab - Use this Tab to select all possible next Actions for the current Action Type, when some Actions are not applicable. This prevents the user from making a mistake when manually changing the status of the account. 

Step 6. Click the Save button to finalize your changes to the Workflow. 



Step 7. Continue to add details to all Action Types to complete the Workflow. 


Once the Workflow is set up you can generate Custom Letters as needed directly from the Owner’s Account page. CLICK HERE for more details.