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Workflow Management

Workflows are the backbone of the BOSS Platform, providing structured processes for managing tasks across different departments and use cases.

Overview​

A workflow represents a complete business process, broken down into phases and tasks. Each workflow can be customized to match your organization's specific needs.

Workflow Components​

Workflow States​

Default Workflow Templates​

Sales CRM Workflow​

Customer Success Workflow​

Development Workflow​

Workflow Features​

Phase Management​

Each workflow consists of multiple phases that represent major milestones:

  • Sequential Execution: Phases typically execute in order
  • Parallel Phases: Some phases can run simultaneously
  • Conditional Branching: Phases can branch based on conditions
  • Phase Gates: Approval requirements before proceeding

Task Organization​

Tasks within phases are organized with:

  • Dependencies: Tasks can depend on other tasks
  • Assignments: Automatic or manual task assignment
  • Due Dates: SLA-based or custom deadlines
  • Priority Levels: Critical, High, Medium, Low
  • Custom Fields: Department-specific data fields

Automation Capabilities​

Workflow Builder Interface​

The visual workflow builder provides:

Drag-and-Drop Design​

  • Visual canvas for workflow creation
  • Node-based task representation
  • Connection lines showing dependencies
  • Real-time validation

Phase Designer​

  • Create and configure phases
  • Set phase transitions
  • Define phase-level SLAs
  • Configure approval gates

Task Templates​

  • Reusable task configurations
  • Department-specific templates
  • Custom field definitions
  • Automated assignment rules

Workflow Metrics​

Performance Indicators​

Analytics Dashboard​

Monitor workflow performance with:

  • Real-time Status: Live workflow progress
  • Historical Trends: Performance over time
  • Bottleneck Analysis: Identify slow points
  • Resource Utilization: Team workload distribution
  • SLA Tracking: Compliance monitoring

Workflow API​

Core Operations​

// Create a new workflow
const workflow = await createWorkflow({
  name: "Sales Pipeline Q4",
  template: "sales-crm",
  department: "sales",
  phases: [...]
});

// Start workflow instance
const instance = await startWorkflowInstance({
  workflowId: workflow.id,
  ticketId: ticket.id,
  context: { customer: "Acme Corp" }
});

// Transition phase
await transitionPhase({
  instanceId: instance.id,
  fromPhase: "discovery",
  toPhase: "proposal"
});

Best Practices​

Workflow Design​

  1. Keep It Simple: Start with basic workflows and iterate
  2. Clear Phases: Well-defined phase boundaries
  3. Reasonable SLAs: Achievable time targets
  4. Automation Balance: Automate routine, keep human touch
  5. Regular Review: Optimize based on metrics

Implementation Tips​

  • Test workflows in staging environment
  • Train team on new workflows
  • Monitor initial rollout closely
  • Gather feedback and iterate
  • Document workflow changes

Integration Points​

Workflows integrate with:

  • Ticket System: Automatic ticket routing
  • Task Management: Task creation and assignment
  • Notifications: Email, Slack, in-app alerts
  • Analytics: Performance tracking
  • External Systems: API webhooks for third-party tools

Next Steps​