Workflow Steps

Every workflow step has a type that determines what happens when it executes. There are three types:

• Standard — a manual step. Someone does the work, then marks it complete. This is the default for most steps
• Send Email — sends an email to the client or team members as part of the workflow
• Document Request — creates a document request and sends it to the client via the portal, then waits for their response

You choose the type when building the workflow template. Each type has its own configuration options.

Email and document request steps can run in one of two modes:

• Automatic — the step executes as soon as its dependencies are met, with no human intervention. If it's the first step in the workflow, it runs when the task starts. If it depends on earlier steps, it fires the moment those are complete
• Manual — the step waits for the assigned user to trigger it. This gives you a chance to review what's about to happen before it goes out

Use automatic for routine, predictable actions. Use manual when you want a human eye before anything is sent.

An email step sends a message as part of the workflow — chasing a client for information, confirming a filing deadline, or notifying someone that work is ready for review.

There are two ways to define the email content:

• Content block — reference a reusable content block template. Ideal for emails you send repeatedly across many workflows, where having a single source of truth for the content makes maintenance easier
• Inline content — define the subject line and body directly on the step. Sometimes creating a content block for a simple email feels like overkill — inline content keeps things simple without any loss of functionality

Both options support Liquid syntax for personalisation — client name, contact details, task dates, and more — so emails are always tailored to the recipient regardless of which approach you choose.

Recipients are configured on the step too. You can send to client contacts (main, billing, payroll), team members (task owner, client manager, client partner), or specific email addresses. Separate To and CC lists give you full control.

In automatic mode, the email is sent and the step completes without any intervention. In manual mode, the step presents the composed email in a familiar email composer view. The assigned user can review the rendered content, adjust recipients, edit the subject or body, and send when they're satisfied.

A document request step creates a document request and sends it to the client through the portal. You configure the request title, description, and a client-facing deadline (e.g. "14 days from when the step runs").

When the step executes, the request is created and the client is notified immediately. The workflow step stays in progress while the client uploads their documents and submits a response.

Once your team reviews and accepts the submission, the workflow step completes automatically — and any steps that were waiting on it can proceed. No one needs to manually update the workflow status.

If the submission is rejected, the request re-opens for the client to try again. The workflow step remains in progress until a submission is accepted.

Different steps often require different people. A junior might handle data entry while a manager does the review. Steps can be assigned:

• To the task owner (whoever the task is assigned to)
• To a specific person
• To the client manager or client partner
• To the service manager for that client's service
• Left unassigned for anyone to pick up

When the workflow is attached to a task, these assignments resolve to actual people based on the client and task context. Steps also appear in each person's focus panel so they know what's waiting for them.

Some steps can't start until others are finished. You can configure dependencies so that steps within a group are completed in the right order.

This is particularly powerful with automated steps. For example: step 1 is a manual "Prepare draft accounts" step. Step 2 is an automatic email step that notifies the manager when the draft is ready. Step 3 is a document request step that asks the client for approval.

Complete step 1, and the rest cascades automatically — the email sends, then the document request goes out, all without anyone touching the workflow.

Sometimes a step involves a handful of smaller items that need checking off. Rather than creating additional steps for every detail, you can add a checklist to any step.

For example, a "Prepare draft accounts" step might have a checklist covering specific items to review or verify before marking the step complete. Check them off as you go — it's a lightweight way to add detail without cluttering the workflow structure.

As steps are completed, progress is tracked automatically. You can see at a glance:

• Which steps are done, in progress, blocked, or waiting
• Overall percentage complete
• For email and document request steps — what was sent and the current status

The progress bar on the task gives managers instant visibility without needing to drill into the detail.

When a workflow is attached to a task, it becomes an instance that can be customised for that specific job. Skip a step that doesn't apply, reassign work to a different team member, or adjust the email content — all without affecting the template.

The template defines the starting point. Each task gets its own working copy.