# Creating a Workflow in Gladstone360

HTML version: [Creating a Workflow in Gladstone360](https://support.gladstonesoftware.cloud/gladstone360/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

1. **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.

2. **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.

3. **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.

4. **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.

5. **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).

6. **Save and enable**
   - Save. The workflow is saved **disabled**. Enable it, then **log out and back in** so the new security permission takes effect.

7. **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.

8. **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](configuring-gladstone360-front-of-house-settings-in-the-gmc.md).
- Changes to workflows or GMC settings show after a browser refresh or re-login.
- Design and build guidance per type:
  - [Designing Gladstone 360 Add Contact Workflows](designing-gladstone-360-add-contact-workflows.md)
  - [Setting Up Gladstone 360 Membership Workflows](setting-up-gladstone-360-membership-workflows-tills-and-emails.md)
  - [Building a Gladstone 360 Cancel Membership Workflow](building-a-gladstone-360-cancel-membership-workflow.md)
  - [Creating a Membership Freeze in G360 and Plus2](creating-a-membership-freeze-in-g360-and-plus2.md)
- User fields and screen profiles for the Additional information step: [Configuring Screen Profiles for Gladstone360](configuring-screen-profiles-for-gladstone360.md).
- Documents steps: [Documents in 360 (Contact Documents and Workflow Document Steps)](documents-in-360-contact-documents-and-workflow-document-steps.md).