Enrolling Clients in Workflows

Once your workflow is active, you need to enroll clients to start the automated sequence. BookLive offers several ways to enroll clients depending on your workflow type and business process.

Understanding Enrollment #

When you enroll a client in a workflow:

• A new enrollment record is created
• The workflow trigger is evaluated to determine start time
• All steps are scheduled based on the trigger and delays
• The enrollment becomes active and begins executing

Enrollment Methods #

From a Performance Record #

The most common way to enroll clients:

1. Open a performance that has a client assigned
2. Navigate to the Workflows tab
3. Click Enroll in Workflow
4. Select the workflow from the dropdown
5. Click Enroll

When enrolling from a performance, the performance date is used for performance-relative triggers, and all placeholders have access to both client and performance data.

From the Performance Inbox #

Trigger workflows directly from client email conversations:

1. Open the Performance Inbox for a performance
2. Click Trigger Workflow
3. Select the workflow to trigger
4. Confirm the enrollment

This is useful for enrolling clients based on email interactions or conversations.

From the Workflow Dashboard #

Enroll multiple clients at once:

1. Go to Workflows in your group menu
2. Open the workflow you want to use
3. Click Enroll Clients
4. Select performances or clients to enroll
5. Confirm the batch enrollment

What Happens During Enrollment #

Trigger Evaluation #

The system evaluates the workflow trigger to determine when to start:

• Immediate – First step executes right away
• Performance-Relative – First step scheduled based on event date

Step Scheduling #

All workflow steps are scheduled at enrollment time:

• Step 1 scheduled based on trigger
• Subsequent steps scheduled based on delays from previous steps
• You can see all scheduled times in the enrollment details

Snapshot Creation #

A snapshot of the workflow steps is saved with the enrollment. This means:

• If you update the workflow later, existing enrollments use the original steps
• Each enrollment is independent of workflow changes
• You can customize individual enrollment emails without affecting others

Enrollment Requirements #

Client Must Have Email #

The client must have an email address. Enrollments will fail if:

• No client is assigned to the performance
• The client record has no email address

Workflow Must Be Active #

Only active workflows accept new enrollments. You cannot enroll clients in:

• Draft workflows
• Paused workflows
• Archived workflows

Re-enrollment Policy #

The workflow re-enrollment setting determines if clients can be enrolled again:

• Allow Re-enrollment: Yes – Same client can be enrolled multiple times
• Allow Re-enrollment: No – Error if client was previously enrolled

Handling Duplicate Enrollments #

If you try to enroll a client who is already active in the workflow:

• You will receive an error message
• The existing enrollment ID is shown
• You can view the existing enrollment to check its status

To enroll a client again, you must first:

• Wait for the current enrollment to complete, OR
• Cancel the current enrollment, OR
• Ensure re-enrollment is allowed in workflow settings

Context and Data #

When enrolling from a performance, the enrollment captures:

Recipient (Client) #

• Name, email, phone
• Company information
• Used for client placeholders in emails

Context (Performance) #

• Event date, times
• Venue information
• Used for performance and venue placeholders

This data is captured at enrollment time, so even if the performance details change later, the original data is preserved in the enrollment snapshot.

Verifying Enrollment #

After enrolling, verify the enrollment was successful:

1. Check for the success message
2. View the performance Workflows tab to see the enrollment
3. Open the enrollment to review scheduled steps
4. Verify the timing looks correct

Troubleshooting Enrollment Issues #

“Workflow must be active” #

The workflow is not in active status. Activate it first.

“Client already enrolled” #

The client has an active enrollment. Check re-enrollment settings or cancel the existing enrollment.

“Performance must have a client” #

Assign a client to the performance before enrolling.

“Recipient does not have an email” #

Add an email address to the client record.

Best Practices #

• Enroll promptly – Enroll clients as soon as appropriate to ensure timely communication
• Verify timing – After enrolling, check that step schedules look correct
• Use consistent processes – Decide when in your workflow to enroll clients and be consistent
• Document your process – Train team members on when and how to enroll clients