Communications and workflows

Choose a communication channel

The Communications section can include Mail, WhatsApp, SMS, and Announcements. Channel availability depends on your role and the integrations configured for your organisation.

Before sending:

1. Confirm the audience and selected records.
2. Check that the message uses the correct template and organisation details.
3. Preview personalisation fields where available.
4. Check dates, links, attachments, and reply instructions.
5. Send a test or request review when the message is high impact.

Document and mail templates keep repeated communication consistent. Give templates clear names and separate them by purpose so staff can choose the right content confidently.

Build reliable workflows

Workflows automate repeatable actions. A workflow usually begins with a trigger, checks conditions or branches, and then performs one or more actions.

When creating or editing a workflow:

• State the business outcome in the workflow name.
• Use the narrowest trigger and conditions that fit the task.
• Confirm each branch has the intended audience and action.
• Check that messages and templates are current.
• Publish only after reviewing the complete path from trigger to result.

Monitor activity

Use notifications and the Events area, where available, to understand recent activity. Event records can help identify who acted, which record was involved, and when an operational change occurred.