Creating a Workflow in Gladstone360

Problem

Administrators need to create and configure Gladstone360 workflows, the step-by-step wizards staff use to add contacts and sell, cancel or freeze memberships, decide what each workflow changes when it finishes, and make it available to authorised users.

Resolution

Workflow types

A workflow is a wizard that takes staff through set steps and applies actions at the end.

Type	Purpose	Where staff launch it
Add contact	Collects a new record's details and sets its price level and status (for example Non-member adult). Can refuse a record whose age doesn't fit the price level.	Add contact on the contact card, on the screens chosen in Advanced options
Add membership	Sells a membership on an existing record, then sets status and price level.	Add membership in Contacts or Check-in
Cancel membership	Cancels a membership with a date and reason.	Cancel on the membership card (Contacts or Check-in)
Freeze contact	Freezes a contact for a period.	Add in the Scheduled Actions widget in Contacts
Edit contact	Prospects only.	Triggered by a Prospects rule

Build the workflow

Open Workflows
- Log in to Gladstone360 as a user with Contacts and Configure workflows permission.
- Open Contacts (or Checkin), select the Config (cog) icon in the top-right corner, choose Configuration, then Workflows.
- The table lists existing workflows with an Enabled switch.
Turn off the template workflows
- 360 ships with three template workflows that can't be edited or deleted, only disabled: Quick add (name, gender, title, date of birth) and Add with details (adds phone, email and address) for Add contact, and Quick Add (membership only) for Add membership. They give poor data, so turn them off.
Add the workflow
- Select Add Workflow (top right) and complete:
  - Name (ID): unique, no spaces or special characters. Use a prefix and number range (for example CONTACTADULT01, MEM01) so related workflows group together.
  - Description: the button name staff see.
  - Site group: defaults to All sites; restrict it to specific sites if needed.
  - Roles: the roles allowed to view and run it. This creates the workflow's run permission (for example restrict staff-membership or cancel workflows to admin).
  - Workflow type: Add contact, Add membership, Cancel membership, Freeze contact or Edit contact. The type can't be changed later, even on a copy.
Add and order the steps
- Next opens the drag-and-drop builder. Drag steps from left to right to add them, up and down to reorder, and right to left to remove.
- Each step becomes a card with Edit, where you can change its description (default = widget name) shown to staff.
- Configure each step (see Steps below). Two to four steps is usually enough; ten is a lot.
Set the Advanced options
- Next opens Advanced options (see Advanced options below), where you set the status and price level and, if needed, where the user goes on completion (for example POS for payment).
Save and enable
- Save. The workflow is saved disabled. Enable it, then log out and back in so the new security permission takes effect.
Confirm the permissions in the GMC
- Open the GMC and go to Security Configuration > Permissions.
- Select each relevant Contacts role (for example Contacts Reception), expand the Run Workflows permissions and allow the new workflow.
Copy for variants (if applicable)
- To make a variant, copy it (Save as), then change only what differs (for example button name and price level).

Step modes

The workflow type decides which modes a step can use; usually there's no choice.

Mode	Behaviour	Typical use
Add	Enter new information.	Add contact workflows
Edit	View existing information and edit it in place.	Add membership workflows
Review	See existing information clearly and choose to amend it.	Picture step (always Review: shows the existing photo and offers to take another; can be skipped because it needs hardware)
View	View a document and confirm the customer agrees to it.	Documents step only

Steps

Step	Notes
Personal details	Name, gender, title, date of birth. Put it first if staff may choose price level/status.
Contact details	Phones and emails. The email is saved as Home type and main (the Go login).
Address	Postcode lookup uses GB Group/Loqate credits only when a postcode is searched. To save credits, some sites collect only phone and email for casual customers and take the address at membership sale, but that loses demographic data.
Picture	Always Review mode; can't be made mandatory (a broken camera would block staff).
Card / ID tokens	Can be optional or left out (for example junior workflows that don't issue cards).
Preferences	Marketing opt-ins, campaigns and privacy policy.
Products	A product or group of products to offer (for example locker tokens).
Additional information	User fields. Unconfigured, it shows the fields in the contact's Additional Information widget. Assign a Plus2 screen profile via Edit to show a different set. Fields can only be mandatory or optional (no "advisable").
Correspondence	Creates an office message, reception message or note (and, with Prospects, a call, appointment or task). Set subject and body; for calls/appointments/tasks a default type, and for calls/appointments the email template and whether staff can change it. For messages, set the active and expiry dates and whether the step is displayed: if hidden, the message is created automatically at the end using the configured values.
Documents	Add, Review or View mode. Uploading slows the workflow, so leave it out unless proof is required (for example student ID).
Membership	Offers all memberships, one or more groups, or a single membership.
Scheduled actions	Future-dated changes.
Cancellation Date	Required in Cancel membership workflows.
Freeze Dates / Freeze Fee	Freeze workflows.

Advanced options

For every type, Actions to complete at the end of the workflow sets the status and price level:

Option	Behaviour
Do not change the contact's price level/status	Fields disabled; nothing changes.
Specify a price level/status for workflow	Always applies the chosen value on completion.
Use subscription type configuration	Only with a membership step. Applies the status/price level set on the subscription type in the GMC; with several memberships, the higher-priority membership's values win.
Allow user to select price level/status during the workflow	Only with a Personal details step (put it first). Staff choose.

Plus, by type:

Add contact: whether the workflow launches from the contact card in all applications or only one module (for example an Add lead workflow only in Prospects); where to go on completion (for example launch the contact card, stay in Contacts).
Add membership: whether to update the join date to the membership start date; go to the POS afterwards; leave the start date non-editable if future starts aren't allowed.
Cancel membership: Actions to complete on the cancellation date create a future-dated status/price level change (for example Expired, non-member), so a member who has just paid stays a member until then.
Freeze contact: Actions to complete on the freeze date: Change status is required and must be a status configured to freeze subscriptions and collect sales; Change price level is optional.

Notes

There are no templates for Cancel, Freeze or Edit contact; these must be built before use.
If a workflow is not visible to users, check that the correct roles and Contacts role permissions have been assigned in the GMC.
If the workflow does not appear for specific sites, confirm that the correct Site Groups were selected.
If users cannot complete workflow actions, verify that the workflow steps and permissions have been configured correctly.
The GMC Workflow Settings exclusions (price levels and statuses no workflow may overwrite) override all Advanced options. See Configuring Gladstone360 Front of House Settings in the GMC.
Changes to workflows or GMC settings show after a browser refresh or re-login.
Design and build guidance per type:
User fields and screen profiles for the Additional information step: Configuring Screen Profiles for Gladstone360.
Documents steps: Documents in 360 (Contact Documents and Workflow Document Steps).

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