What are Workflows?
Workflows are automated processes that guide accounts (or users) through defined stages based on specific actions. Instead of manually assigning dispositions and account stages, workflows automatically move records through your sales pipeline based on rules you configure.
Key Concepts
Stages
Stages represent where an account is in your process. There are two types: Pipeline Stages - The main progression path (e.g., Prospect → Lead → Qualified → Closed) Other Stages - Additional states outside the main pipeline (e.g., Do Not Contact, Archived) Each stage includes:
Name, icon, and color
Visibility settings (who can see accounts in this stage)
Required fields for accounts in this stage
Quarterly plan configuration
Available outgoing actions
Actions
Actions are the transitions between stages. When a user performs an action, the account moves to a new stage. Each action includes:
Name, icon, and color
Which stages it can be used from (From Stages)
Which stage it moves to (To Stage)
Conditions that must be met
Configuration for scheduling appointments or event outcomes
Conditions
Conditions control when actions are available:
Action Count - Requires a minimum number of actions on the account
Distance from Property - Must be within X meters of the property
Distance from Last Action - Must be within X meters of where last action occurred
Time Since Last Action - Minimum time that must pass since last action
Time of Day - Only available during specific hours
Role - Only available to users with specific roles
Accessing Workflows
Navigate to Settings → Workflows
You'll see a list of your company's workflows
Note: You need workflow:manage permission to access this section.
Creating a Workflow
Click + Add Workflow
Enter workflow name
Select entity type (Account or User)
Define your stages
Define your actions
Configure conditions and settings
Save the workflow
Editing a Workflow
Click on any workflow card to open the workflow editor. You'll see:
Pipeline Stages - Your main process flow displayed horizontally
Other Stages - Additional states shown separately
Actions - All available actions with their from/to stages
Integration Mappings - Map your old dispositions and account stages to the new workflow
Workflow Editor Features
Test Drive - Simulate the workflow to see how it works before deploying
Integration Mappings - Map your legacy system to the new workflow:
Source - Select old Dispositions, Account Stages, or Event Outcomes
Target - Select the new Workflow Stage or Action it should map to
This ensures historical data and existing processes transition smoothly
Grid Editor - Quickly edit multiple stage properties in a table view
Stage Configuration:
Visibility (who can see accounts in this stage)
Required resident fields
Quarterly plan settings
Dashboard widget type
Auto-trigger rules
Action Configuration:
Available from which stages
Moves to which stage
Conditions that must be met
Account settings (schedule appointment)
Event settings (occurred, reschedule, closed, show, fault)
AI grading configuration
Role restrictions
How Workflows Replace Dispositions
When workflows are enabled:
Dispositions are hidden - They're replaced by workflow actions
Account Stages become Workflow Stages - More flexible with automation rules
Actions control transitions - Instead of manually changing stages, actions automatically move accounts through the pipeline
Conditions provide control - Rules ensure actions are only available when appropriate
Integration Mappings preserve history - Your old dispositions and account stages are mapped to the new workflow so historical data remains accessible
Integration Mappings
When transitioning from the old system to workflows, map your legacy data:
Click Integration Mappings in the workflow editor
Click + Add Mapping
Source - Select the old disposition, account stage, or event outcome
Target - Select which workflow stage or action it maps to
Save mapping
Example mappings:
Old Disposition "Not Home" → New Action "Not Home"
Old Account Stage "Lead" → New Stage "Prospect"
Old Event Outcome "Rescheduled" → New Action "Reschedule"
This ensures:
Historical data displays correctly in the new workflow
Existing integrations continue working
Reports include legacy data properly
Auto-Triggers
Configure stages to automatically trigger actions after a time period:
Set hours, days, or years to wait
Select which action to trigger
The system will automatically perform the action when time elapses
Visibility Settings
Control who can see accounts in each stage:
Self - Only the account owner
Team - Team members and managers
Company - Everyone in the company
Within Restrictions - Custom visibility rules
Important Notes
Feature Availability: Workflows are a premium feature that may require specific entitlements
Replaces Traditional System: When workflows are enabled, dispositions and traditional account stages are no longer used
Company-Wide: Workflows apply to your entire company, not individual users or teams
Permission Required: You need workflow:manage permission to create and edit workflows
Migration Tool: Integration mappings help you transition from the old disposition/account stage system to workflows
Troubleshooting
Can't access Workflows
Verify your company has the workflow feature enabled
Check that you have workflow:manage permission
Workflows not available option
Contact Terros support to enable the workflow feature for your company
Actions not showing in mobile/field
Check that conditions are configured correctly
Verify the user has the required role
Ensure the account is in a stage where the action is available
Historical data not showing correctly
Verify integration mappings are configured for all old dispositions and account stages
Check that source items are mapped to appropriate target stages/actions