Customer Workflows

Requires. Workflows with View to open these pages. Creating a workflow or step requires Create, saving changes requires Modify, and deleting requires Delete.

A customer workflow is a reusable multi-step process — an onboarding checklist, a verification script, a compliance procedure — that your team runs from a customer record. This page is where administrators build the workflows; users then enroll a customer and work through the steps from the customer's Workflows tab.

Note. Customer workflow management is available by default. If you don't see the Customer Workflows card on the Workflows landing page, contact SecurityTrax support to have it enabled for your company.

Getting here

From Admin, under Content Management, click Workflows, then the Customer Workflows card.
Or go directly to https://portal.securitytrax.com/acme/admin/cms/workflows/customer-flows.

The workflow list

Column	What it shows
ID	The workflow ID.
Name	The workflow name. Click it to edit the workflow.
Description	Optional summary text.
Display Mode	Single Page or Stepped.
Select Language	The languages the workflow's content is written in, such as `EN` or `EN, ES`.
Steps	How many steps the workflow has.
Enrollments	How many customers have been enrolled in the workflow.
Active	Whether users can start the workflow from a customer record.

Click New Customer Workflow to create a workflow.

Workflow settings

Field	Required?	Type	Validation	Notes
Name	Yes	Text	1–50 characters	Shown in the list and in the New Workflow picker on the customer's Workflows tab.
Display Mode	Yes	Select	Single Page or Stepped	Single Page shows every step on one page; Stepped walks the user through one step at a time.
Description	No	Textarea	Up to 255 characters	Shown in the workflow list.
Select Language	No	Checkboxes	English, Spanish	Each selected language gets its own content editor on every step. If nothing is checked, the workflow saves as English.
Active	No	Checkbox	—	Only active workflows can be started from a customer record. New workflows start active.

Click Save to apply changes. The Steps section appears after the workflow is saved for the first time.

Steps

The Steps card lists the workflow's steps in the order users see them.

Click New Step to add a step.
Drag steps to change their order. Order changes save immediately.
Each row shows the step's type, completion strategy, a Required or Optional badge, and whether it is active.
Click a step's name to edit it.

Step settings

Field	Required?	Type	Validation	Notes
Name	Yes	Text	1–50 characters	The step title users see while running the workflow.
Active	No	Checkbox	—	Inactive steps stay in the builder but are not shown to users running the workflow.
Step Type	Yes	Selection cards	One of the types below	Choosing a type resets the completion settings to that type's defaults.
Completion Strategy	Yes	Selection cards	Limited by step type — see below	Controls how the step becomes complete while a user is running the workflow.
Note	No	Select	None, Enter a note (optional), or Enter a note (required)	Only Manual Pass/Fail steps can require a note before the user marks the step complete or cannot complete.
Blocks Progress	No	Checkbox	—	Requires this step to be complete before users can move to later steps. Cannot be combined with Optional.
Optional	No	Checkbox	—	Lets users move past this step without completing it. Cannot be combined with Blocks Progress.
Language Content	No	Rich text	—	One editor per selected language. The content appears at the top of the step, before the step type renders its own fields or lists.

Note. Workflows complete automatically only after every step is complete, including optional steps. Use optional steps when users may do them in any order, but avoid optional steps if you want the workflow to auto-complete as soon as the required path is done.

In the content editor, use Insert Field to add tokens — customer name, address, sale, and current-user fields. Tokens are stored inline and replaced with the customer's real values when the workflow is viewed from a customer record.

Step types

Step type	What it does
Information / Script	Show formatted instructions, a script, or a checklist that the user completes manually.
Confirm Name	Ask the user to verify the customer name on the record.
Confirm Address	Ask the user to verify the customer address on the record.
Confirm Email	Ask the user to verify the customer email address on the record.
Confirm Primary Phone	Ask the user to verify the customer primary phone number on the record.
Confirm Phone & Email	Ask the user to verify both the primary phone number and email address together.
Confirm Term & Activation Fee	Ask the user to verify the contract term and activation fee.
Confirm Home Ownership	Ask the user to manually confirm the customer home ownership status.
Manage Equipment	Let the user manage the customer equipment list during the workflow.
Manage Appointments	Let the user manage customer appointments during the workflow.
Manage Emergency Contacts	Let the user manage emergency contacts during the workflow.

Completion strategies

Strategy	What it does
Manual Pass/Fail	Shows Complete and Cannot Complete actions. Use for QA decisions, approvals, and required verification.
Automatic	The system decides completion from the selected step type. Use for editable customer fields like name, phone, email, or address.
Acknowledge Only	Shows one Acknowledge button and no failure option. Use for read-only instructions or disclosures.

Automatic is only offered on the Confirm step types. Information / Script, Manage Equipment, Manage Appointments, and Manage Emergency Contacts steps offer only Manual Pass/Fail and Acknowledge Only.

Workflows with enrollments

Once customers are enrolled, structural edits affect what those users see:

An amber This workflow has active history callout appears on the workflow and its steps. Content edits are live immediately; duplicate the workflow before changing step type, order, required status, or completion rules.
A workflow with enrollments cannot be deleted. Duplicate and deactivate it instead.
Steps cannot be deleted while the workflow has enrollments.

Click Duplicate Workflow to create an inactive copy of the workflow and all of its steps, named "Copy of" plus the original name. Make your structural changes on the copy, then activate it and deactivate the original.

Workflows — the Workflows landing page and Customer Create Workflows.
Workflows on the customer record — enrolling customers and running these workflows.