Conditional Workflows

Roles Admin, Job/User Editor, Job Editor, and User have permission to perform this task. 

Conditional Workflows add another workflow to a job based on a technician’s answer to a Multiple Choice or Yes/No step. This helps ensure the technician collects all necessary information.

For example, if a technician answers “Yes” to “Are there any safety concerns?” during a Service Call Workflow, XOi can prompt them to add a Safety Workflow.

This guide will cover:

• Feature requirements
• How to build a conditional workflow
• Technician experience

Feature Requirements

Only administrators can build or configure conditional workflows.

Before getting started, confirm that:

• Multiple Workflows per Job is enabled.
• Technicians are using XOi Mobile App version 1.59.0 or higher.
• The main workflow and the conditional workflow you are linking belong to the same group.

Conditional workflows can only be added to a job through XOi Mobile, not XOi Web.

Build a conditional workflow

1. Go to the Workflows tab under Admins.
2. Edit an existing workflow or select + Add Workflow to create one.

3. Add or edit a Multiple Choice or Yes/No step.

4. Find the response that should trigger the additional workflow and select Edit under Actions.

5. Select the desired workflow from the Add Workflow menu.

6. Select Done to save your changes.

The selected response will now display the conditional workflow in the Multiple Choice or Yes/No step configuration.

Important: The conditional workflow must belong to the same group as the workflow that triggers it.

Hide conditional workflows from the main workflow list

Technicians must have access to a conditional workflow before it can be added to a job. By default, this also makes the workflow independently selectable from their main workflow list.

If technicians should only use a workflow when it is triggered by another workflow, you can hide it from the main list.

1. Go to the Workflows tab under Admins.

2. Edit an existing workflow or select + Add Workflow to create one.
   
   

3. Locate the Workflow Visibility section above Steps.

4. Enable Hide from Technician’s Workflow List.

   

The workflow will no longer appear in the technician’s main workflow list. It can only be added through a configured conditional-workflow response.

This setting affects workflow lists in both XOi Mobile and XOi Web.

Technician experience

Technicians can identify responses with conditional workflows by the conditional-workflow icon.

When a technician selects a configured response in XOi Mobile, they are prompted to add the associated workflow.

The technician can select Add Workflow or Cancel.

If the technician selects Cancel, the answer is not saved to the workflow step.

If the technician selects Add Workflow, a confirmation message appears at the bottom of the screen.

The technician can select BEGIN to start the additional workflow immediately. Otherwise, they can access it after completing their current workflow.

All required steps in the additional workflow must be completed before the job can be completed.

Changing the original answer

Adding a conditional workflow is not automatically reversed if the technician changes the answer that triggered it.

For example:

• The technician answers “Yes” to “Is there a safety issue?”
• They select Add Workflow, adding the Safety Issue Workflow.
• They return to the original step and change the answer to “No.”
• The Safety Issue Workflow remains on the job.

The technician must manually remove the added workflow if it is no longer needed.

Parent and affiliate organizations

When workflows are shared from a parent organization to an affiliate:

• Both the main workflow and conditional workflow must be shared.
• The technician must have access to both workflows.
• The conditional workflow cannot be added to the job if the technician does not have access to it.

Additional information

To begin using Conditional Workflows, contact your Customer Success Manager. Once enabled, this feature cannot be turned off.

If conditional workflows are not working as expected, contact your administrator.