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Introduction 

Repetitive CRM tasks, such as sending notifications, creating follow-up tasks, and updating records, can take time when they are performed manually. Multi-path workflows in Vtiger CRM help address this challenge by automating these routine tasks based on predefined triggers, conditions, and different field values.

A Multi-path workflow allows you to create a single workflow that can follow different paths based on different conditions. Unlike Standard workflows, which follow one fixed set of rules, Multi-path workflows let you define multiple branches, with each branch having its own conditions and actions. This makes them ideal for handling complex processes where different types of records need different responses, all within one workflow.

For example, if you want to send an email to a sales rep when Invoice status is Accepted, and create a task when Invoice status is Rejected, you must create separate Standard workflows. However, by creating a Multi-path workflow, you can include different actions for different statuses of an invoice in the same workflow. Hence, the name Multi-path. To learn more about Standard workflows, click here.

Components of a Multi-path Workflow

Before creating a Multi-path workflow, it is important to understand the components that determine when the workflow runs and what actions it performs.

A Multi-path workflow consists of four key components:

• Target Module: The module on which the workflow executes.
• Workflow Trigger: The event that causes the workflow to run.
• Entry Criteria: The conditions that determine which records qualify for the workflow.
• Actions: The operations that Vtiger performs when the trigger occurs and the entry criteria are met.

Benefits of Multi-path Workflows

The benefits of using Multi-path Workflows are:

• Reduce manual effort: Automate repetitive activities such as sending emails, creating tasks, and updating records.
• Simplify workflow management: Configure different actions for different values of a field within a single workflow.
• Improve consistency: Ensure that the appropriate action is performed whenever the configured conditions are met.
• Save time: Automate routine follow-up activities and notifications.
• Support process automation: Handle different business scenarios using multiple paths within a single workflow.

In this article, you will learn about:

• Accessing Workflow settings
• Creating a Multi-path Workflow
• Editing a Multi-path Workflow
• Enabling a Multi-path Workflow
• Disabling a Multi-path Workflow
• Deleting a Multi-path Workflow

Key Terminology

Accessing Workflow Settings

Follow these steps to access Workflow settings:

1. Log in to the CRM.
2. Click the User Menu.
3. Select Settings. The Settings page opens.
4. Go to Automation.
5. Click Workflows. The Workflows page opens.

The Workflows page displays the workflows available for your organization. From this page, you can create, edit, enable, disable, or delete workflows as needed.

Creating a Multi-path Workflow

After accessing the Workflows page, you can create a Multi-path workflow by defining its basic information, trigger, entry criteria, and actions.

Follow these steps to Create a Multi-path Workflow: 

1. Log in to the CRM.
2. Click the User Menu in the top-right corner.
3. Click Settings. The Settings page opens. 
4. Go to the Automation section.
5. Select Workflows. The Workflows page opens.

6. Click + New Workflow.
7. Select Multi-path Workflow. The Multi-path Workflow page opens. 
8. Enter or select the following information:
   1. Basic Information: 
      1. Workflow Name: Specify the name of the workflow.
      2. Target Module: Specify the module on which the workflow must execute, such as Deals, Contacts, Products, etc.
      3. Status: Specify the workflow status as Active or Inactive. The workflow does not execute when the status is set to Inactive
      4. Description: Provide a brief description of what the workflow is used for, the actions it performs, etc.
   2. Workflow Trigger:
      1. Trigger Workflow On:
         1. Record creation: Choose this option if you want the workflow to trigger when a record is created in the Target Module (mentioned in the previous section).
         2. Record updation (includes creation): Choose this option if you want the workflow to trigger when a record is updated or created in the Target Module (mentioned in the previous section).
            1. Only first-time conditions are met: Triggers the workflow if the specified conditions are true. Once executed, the workflow will not trigger on the same record again. However, it will trigger on other records in the selected module.
            2. Every time conditions met: Triggers the workflow on a record every time the specified conditions are true.
         3. Time Interval: Choose this option if you want the workflow to trigger at a frequent time interval.
      2. Entry Criteria
         1. All Conditions: Select this option when all the specified conditions must be satisfied for the workflow to execute.
         2. Any Conditions: Select this option when at least one of the specified conditions must be satisfied for the workflow to execute.
      3. Actions 
         1. Anchor Field: Select the field whose values determine the different paths of the workflow. 
            1. Rules: Define the rules or conditions for each value or path of the Anchor Field. 
            2. Actions
               1. Send Mail: Send an email notification to specified recipients.
               2. Invoke Custom Function: Execute a custom function to perform a specific operation.
               3. Create Task: Create a task and assign it to the required user or role.
               4. Create Event: Create an event based on the workflow requirements.
               5. Update Fields: Automatically update one or more fields in the record.
               6. Create Record: Create a new record in a supported module.
               7. SMS Task: Create or send an SMS-based task or notification.
               8. Mobile Push Notification: Send a push notification to a user's mobile device.
               9. Webhook: Send workflow data to an external application or service through a webhook.
               10. WhatsApp: Send a WhatsApp message based on the workflow configuration.
               11. Telegram: Send a Telegram message based on the workflow configuration.
               12. Server Script: Execute a server-side script to perform a customized operation.
               13. Send OTP: Send a one-time password based on the configured workflow action.
            3. Click Save to save the Multi-path Workflow. 
   3. Click Save. 

Once the Multi-path Workflow is created and enabled, Vtiger evaluates the Anchor Field and determines the applicable path based on the configured rules. It then executes the actions associated with that path. 

Example: Create Different Actions Based on Sales Stage

Consider a sales team that manages deals through different stages and needs to perform specific activities as a deal progresses. To avoid manually managing these activities at each stage, you can create a Multi-path Workflow that automatically performs different actions based on the deal's Sales Stage, such as Value Proposition, Negotiation, or Closed Won.
This use case demonstrates how a Multi-path Workflow can evaluate the Sales Stage of a deal and follow different paths to automatically perform the appropriate actions for each stage, helping the sales team manage deals efficiently and consistently.

Follow these steps to create a workflow:

1. Log in to the CRM.
2. Click the User Menu in the top-right corner.
3. Click Settings. The Settings page opens.
4. Go to the Automation section.
5. Select Workflows. The Workflows page opens.
6. Click + New Workflow.
7. Select Multi-path. The New Multi-path Workflow page opens.
8. Enter or select the following information:
   1. Basic Information:
      1. Workflow Name: Enter a name such as Workflow Standard Pipeline.
      2. Target Module: Select Deals as the target module.
      3. Status: Select Active to enable the workflow after it is saved.
      4. Description: Enter a brief description explaining the purpose of the workflow.
   2. Workflow Trigger: Under Trigger Workflow On, select the required trigger.
   3. Entry Criteria: Apply the condition Pipeline = Standard so that the workflow executes only for deals associated with the Standard pipeline.
   4. Actions:
      1. Select Sales Stage as the Anchor Field.
      2. Click Add Action and select the action required for the first Sales Stage value.
      3. Select the Sales Stage value for the rule.
      4. Click Add Rule to configure an action for another Sales Stage value.
      5. Continue adding rules for the required Sales Stage values, such as Value Proposition, Negotiation, and Closed Won.
9. Click Save.

The Multi-path Workflow is created. When the workflow is triggered and the entry criteria are satisfied, Vtiger executes the action associated with the corresponding Sales Stage value.

Editing a Multi-path Workflow

You can edit an existing Multi-path Workflow when you need to change its workflow trigger, entry criteria, or actions.

Note: The Target Module field cannot be changed after the workflow is created.

Follow these steps to edit a Multi-path Workflow:

1. Log in to the CRM.
2. Click the User Menu in the top-right corner.
3. Click Settings. The Settings page opens.
4. Go to the Automation section.
5. Select Workflows. The Workflows page opens.

6. Click the Multi-path tab. The Multi-path workflow page opens.
7. Locate the Multi-path Workflow you want to modify.
8. Click and open the Workflow.
9. Update the required workflow settings.
10. Click Save.

The updated configuration is saved and is used the next time the Multi-path Workflow executes.

Enabling a Multi-path Workflow

A workflow must be active for Vtiger to execute its configured actions. Enabling a workflow allows the automation to run when its trigger and conditions are satisfied.

Follow these steps to enable a Multi-path Workflow:

1. Log in to the CRM.
2. Click the User Menu in the top-right corner.
3. Click Settings. The Settings page opens.
4. Go to the Automation section.
5. Select Workflows. The Workflows page opens.

6. Click the Multi-path tab. The Multi-path workflow page opens.
7. Locate the workflow you want to enable.
8. Click the toggle to enable the Workflow.

Once enabled, the workflow executes when its configured trigger, entry criteria, and Multi-path rules are satisfied.

Disabling a Multi-path Workflow

If you no longer want a workflow to execute but may need it later, you can disable it instead of deleting it.

Follow these steps to disable a Multi-path Workflow:

1. Log in to the CRM.
2. Click the User Menu in the top-right corner.
3. Click Settings. The Settings page opens.
4. Go to the Automation section.
5. Select Workflows. The Workflows page opens.

6. Click the Multi-path tab. The Multi-path workflow page opens.
7. Locate the workflow you want to disable.
8. Click the toggle to disable the workflow.

When disabled, the workflow remains available in Vtiger but does not execute until it is enabled again.

Note: Once disabled, the workflow record moves to the bottom.

Deleting a Multi-path Workflow

When a workflow is no longer required, you can remove it from the workflow list.

Follow these steps to delete a Multi-path Workflow:

1. Log in to the CRM.
2. Click the User Menu in the top-right corner.
3. Click Settings. The Settings page opens.
4. Go to the Automation section.
5. Select Workflows. The Workflows page opens.

6. Click the Multi-path tab. The Multi-path workflow page opens.
7. Select a module from the drop-down on the top to view its related workflows.
8. Select the workflow you want to delete.
9. Hover over the workflow and click the Delete icon. A confirmation window opens.
10. Click Yes.

Once deleted, the workflow is no longer available for execution.

References

• Creating Standard Workflows
• Set up a Workflow Action to Create Task
• Creating a Scheduled Workflow
• Set up a Workflow Action to Send Mails
• Set up Workflow Action to Update Field