š ļø Step 1: Access the Workflow Section
Click āSettingsā at the top of your Layer interface.
Scroll to āCustomisationsā on the right side and select āWorkflowā.
ā Step 2: Create a New Workflow Process
Click āNew Workflowā on the left-hand menu.
Complete the form carefully:
Name: e.g., Low Case Rating
Type: Choose from predefined workflow types (e.g., Sales Order ā Real Time or Case Rating).
This selection auto-fills the workflow Condition.
Click āSaveā at the bottom.
ā ļø Misconfigured workflows may trigger many actions (like thousands of emails), so double-check settings.
š Workflow States:
Set the State of the workflow:
INACTIVE: Saved but not running.AUTOMATICALLY: The workflow runs automatically when conditions are met.MANUAL: Do not use ā for internal Layer use only.
Start with INACTIVE until setup is complete.
š Step 3: Create Workflow Stages
After saving, click āNew Stageā to add a step.
Fill out the stage form:
Description: e.g., Case to Manage Low Rating
Action Options:
Create new case (for record owner or customer)
Create phone call or reminder
Send email (to business unit, customer contact, record assignee, record owner)
Example:
Select āCreate Case for Record Ownerā
Input standardised Case Subject & Body
Select the case sub category
Click āSaveā to finalize the stage.
Repeat as needed to create additional stages or have a look at the other options available
ā Finalize and Activate Workflow
Once all stages are added, change the State to
AUTOMATICALLY.Click āSaveā again.
Now, your workflow is live and will trigger emails whenever a Case Rating of 3* or lower is received.
To deactivate, switch the state back to INACTIVE and save.