Managing Workflow Enrollments

Once your workflows are active and clients are enrolled, you’ll need to monitor and manage those enrollments. This guide covers how to view, control, and troubleshoot workflow enrollments in BookLive.

Understanding Enrollments #

An enrollment represents a single client progressing through a workflow. Each enrollment tracks:

• Which workflow they’re in
• When they were enrolled
• Current progress through the steps
• Scheduled and completed actions
• Final status (completed, cancelled, etc.)

Enrollment Statuses #

Enrollments can be in one of these states:

Status	Description	Actions Available
Active	Currently progressing through steps	Pause, Cancel, Skip Steps
Paused	Temporarily halted	Resume, Cancel
Completed	Finished all steps	View history only
Completed by Goal	Stopped early because a goal was met	View history only
Cancelled	Manually stopped	View history only

Viewing Enrollments #

From a Performance Record #

1. Open the performance
2. Go to the Workflows tab
3. View all enrollments for this performance’s client

From the Workflow Dashboard #

1. Navigate to Workflows in your group menu
2. Click on a specific workflow
3. View the Enrollments tab to see all clients in this workflow

Enrollment Details #

Click on any enrollment to see detailed information:

Progress Overview #

• Progress bar – Visual representation of completed vs. total steps
• Current step – Which step the enrollment is on
• Next scheduled action – When the next step will execute

Step Timeline #

A detailed view of each step showing:

• Completed steps – With completion timestamps
• Pending steps – With scheduled execution times
• Skipped steps – Steps that were bypassed
• Failed steps – Steps that encountered errors

Pausing an Enrollment #

Pausing temporarily stops an enrollment without cancelling it:

1. Open the enrollment
2. Click the Pause button (or use the menu)
3. The enrollment status changes to “Paused”
4. No further steps will execute until resumed

When to pause:

• Client requested a temporary hold on communications
• You need to update the performance details
• There’s an issue that needs resolution before continuing

Resuming an Enrollment #

Resume a paused enrollment to continue where it left off:

1. Open the paused enrollment
2. Click the Resume button
3. The enrollment returns to “Active” status
4. The next pending step will execute at its scheduled time

Note: Resuming doesn’t automatically adjust scheduled times. If steps were due during the pause period, you may need to reschedule them.

Cancelling an Enrollment #

Cancelling permanently stops an enrollment:

1. Open the enrollment
2. Click Cancel (usually in a menu or as a red button)
3. Confirm the cancellation
4. All pending steps are marked as “Skipped”
5. No further emails will be sent

Warning: Cancellation cannot be undone. If you need to restart the workflow, you’ll need to create a new enrollment.

When to cancel:

• Client asked to stop receiving emails
• The performance was cancelled
• You enrolled the wrong client
• The workflow is no longer relevant

Skipping Steps #

You can skip the current delay step to advance the workflow immediately:

1. Open the enrollment
2. Find the current delay step
3. Click Skip
4. The workflow immediately advances to the next step

Note: Only delay steps can be skipped. Email steps must be either sent or the enrollment cancelled.

Rescheduling Steps #

Adjust when a pending step will execute:

1. Open the enrollment
2. Find the pending step you want to reschedule
3. Click Reschedule
4. Select a new date and time
5. Save the changes

This is useful when:

• You need to delay a step due to a schedule change
• You want to send an email sooner than originally scheduled
• A pause period caused timing issues

Previewing Enrollment Emails #

Before an email is sent, you can preview exactly what the client will receive:

1. Open the enrollment
2. Find the pending email step
3. Click Preview
4. View the email with all placeholders replaced with actual client data

Editing Email Content for Specific Enrollments #

You can customize the email content for a specific enrollment without changing the workflow template:

1. Open the enrollment
2. Find the pending email step
3. Click Edit Draft
4. Modify the subject and/or body
5. Save your changes

This creates a custom version just for this enrollment. The original template remains unchanged for other enrollments.

To reset to the original template:

1. Open the enrollment
2. Find the customized step
3. Click Reset to Template

Monitoring Workflow Performance #

Track how your workflows are performing:

Key Metrics #

• Active Enrollments – How many clients are currently in workflows
• Emails Sent (30 days) – Volume of workflow emails sent recently
• Upcoming Sends (7 days) – How many emails are scheduled soon
• Completion Rate – Percentage of enrollments that complete successfully
• Goal Completion Rate – How often goals are triggered

Workflow Analytics #

For each workflow, you can see:

• Total enrollments over time
• Which goals are met most often
• Average steps completed before goal/cancellation
• Drop-off points in your sequence

Bulk Enrollment Actions #

When managing many enrollments, you may need to:

Enroll Multiple Clients #

From the workflow view, you can enroll multiple clients at once by:

1. Going to the workflow
2. Clicking Enroll Clients
3. Selecting multiple performances or clients
4. Confirming the enrollment

Troubleshooting Common Issues #

Enrollment Not Progressing #

• Check if the enrollment is paused
• Verify the workflow is still active
• Look for failed steps that may have blocked progress
• Check if the next step is scheduled for a future time

Emails Not Sending #

• Verify the enrollment status is “Active”
• Check if the recipient has unsubscribed
• Look for email delivery errors in the step details
• Ensure the email template still exists

Wrong Email Content #

• Check if the enrollment has custom draft content
• Verify the correct template is assigned to the step
• Review placeholder data (client name, performance date, etc.)

Enrollment Completed Unexpectedly #

• Check if a goal was met (look for “Completed by Goal” status)
• Review which goal triggered the completion
• Verify goal conditions are configured correctly

Unsubscribes and Compliance #

All workflow emails include an unsubscribe link. When a recipient unsubscribes:

• Their enrollment is automatically cancelled
• The “unsubscribed_at” timestamp is recorded
• They won’t receive further workflow emails
• You can see unsubscribed enrollments in your history

Important: Respect unsubscribe requests. Do not manually re-enroll unsubscribed recipients.

Re-enrolling Clients #

If a workflow allows re-enrollment (configured in workflow settings), you can enroll the same client again:

• Each enrollment is tracked separately
• Useful for recurring clients with new performances
• Previous enrollment history is preserved

If re-enrollment is disabled, attempting to enroll an existing recipient will show an error.