Workflows

Permission required: workflow.read Create a workflow: workflow.create · Edit workflow settings, documents, fields and default seats: workflow.update Add, edit, move and delete steps and due date rules: workflow.step.manage · Assign people to steps: workflow.step.assignments.manage Assign form templates: workflow.template.manage · Archive: workflow.archive · Delete: workflow.delete (admins only)

A workflow is a reusable template for a type of matter. It lists the steps your team works through, the documents to collect, the forms and fees that come with the matter, the custom fields to track, and who is assigned by default. When a case is created from a workflow, all of this is copied into the case.

Open Workflows from the left sidebar.

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1. The Workflows list

The list shows every workflow grouped by department. Use the tabs at the top to filter by type: All, Case, Lead and Sub-workflow. Use Search workflows... to find a workflow by name.

Each row shows Name, Type, Created by, Created and Updated. Click a row to open the workflow.

Workflow types

Type	Used for
Case	Full case management. This is the most common type.
Lead	Intake steps for a lead before it becomes a client.
Sub-workflow	A smaller group of steps that can be added to a case later. Sub-workflows have fewer features: default seats and custom case fields are turned off.

Row actions

Open the row menu (...) to:

• Edit: open the workflow.
• Duplicate: create a copy under a new name (see section 13).
• Archive: hide the workflow from the list (see section 13).
• Delete: permanently delete the workflow. Only admins see this option.

Moving a workflow to another department

If you have workflow.update, drag a workflow row onto another department and confirm with Move. The confirmation tells you how many cases were created from the workflow; those cases are moved to the new department too. A warning appears if the target department has sub-departments, since workflows are usually filed on a specific sub-department.

Import and export

The Actions menu above the list offers:

• Import workflows: upload a workflow package file, pick the sections to import, click Validate, review any errors (you can Download errors), then click Commit import. Download template gives you an empty package to start from.
• Export workflows: choose which workflows and which sections to include in the export package.
• Import/export history: see past import and export jobs.

Importing requires workflow.import; exporting requires workflow.export.

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2. Creating a workflow

From scratch

1. On the Workflows page, click Create workflow.
2. Fill in:
   • Workflow name (required, at least 3 characters)
   • Workflow type: Case, Lead or Sub-workflow
   • Department (required)
   • Description (optional)
3. Click Create workflow.

The new workflow opens so you can add steps.

From an existing workflow

1. Click Start with a template.
2. In Choose a template, pick any existing workflow. Each one shows its type and number of steps.
3. In Create workflow from template, enter a Workflow name and optional Description.
4. Click Create workflow.

The new workflow starts as a copy of the one you picked, and you can change it freely.

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3. The workflow page

The header shows the workflow name, description and a count of steps (total, required and optional). Use Edit workflow to change the name, department, type or description. Admins also have a menu with Delete.

The page has these tabs:

Tab	What it holds
Steps	The ordered list of steps and sub-steps (sections 4 to 7)
Documents	Document collections that become document slots on new cases (section 8)
Forms	Client forms and government forms that come with the workflow (section 9)
Payments	A read-only summary of fees defined on payment steps (section 9)
Fields	Custom case fields owned by this workflow, and global fields attached to it (section 10)
Members	Default seats: who is assigned to new cases (section 7)
Overview	Creator, creation date, last update, category and workflow ID

Fields and Members are not available on sub-workflows.

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4. Steps

The Steps tab lists the steps in order with columns for Step, Due rule, Roles · people and Visibility. Use Search steps... and the All steps / Required / Optional filter to narrow the list.

Adding a step

1. Click Add step. You can also hover between two rows and choose Step or Sub-step to insert at that exact position.
2. Fill in the step form:

Field	Description
Title	The step name shown to staff (and to the client if the step is client visible)
Description	Optional instructions
Step type	See the table below
Position	Where the step goes in the list
Required step	Required steps must be completed for the workflow to be complete
Case member roles	Case members with these roles are assigned to the step automatically when a case opens
Scheduling	How the due date is set (section 6)
Step visibility	Internal only (staff only) or Client visible (shown in the client portal)

3. Complete the extra fields for the chosen step type, if any.
4. Click Add step (or Add sub-step).

Step types

Step type	Purpose	Extra settings on the step
Task	General task or action item	None. Only Task steps can be recurring.
Payment	Payment collection	Fee items: description, Amount and Currency for each item
Document collection	Collect required documents	Document collections with their Requirements; can be filled From template
E-signature	A contract the client signs electronically	Contract template (required), optional Contract title, Client signature required, Witness signature required with Number of witnesses, Expiration (days) and Send reminder after (days)
Mail / serve documents	Mail or deliver documents to a party	Recipient (pick an existing one or type a new one)
Submission	Filing with an authority	Default authority (optional), for example USCIS or EOIR; can be changed per case
Form	Collect information with a form	Form templates: one or more templates to assign to the step
Interview	Track a scheduled interview, its participants and outcome	None
Hearing	Track an immigration or state court hearing, its continuances and outcome	None

Contract templates are described in Templates and form templates in Forms.

Step actions

Open a step's menu to:

• Edit step: change any of the settings above.
• Assign people: assign team members or departments to the step (section 7).
• Duplicate step: create a copy next to the original and adjust it before saving.
• Delete: permanently delete the step. A step that still has sub-steps cannot be deleted; delete its sub-steps first.

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5. Order and sub-steps

• Reordering: drag a step by its handle to a new position. The move is saved immediately.
• Sub-steps: insert a Sub-step from the bar between rows, or drag a step under another step to nest it. Steps can be nested up to four levels deep.
• Collapsing: use the arrow next to a parent step to show or hide its sub-steps.

Dragging is turned off while a search or filter is active.

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6. Due dates and scheduling

Every step has a Scheduling mode:

Mode	Behaviour
Manual	The default. The due date is set by hand on the case, with no automation.
Automated due date	The due date is calculated from a rule and an offset.
Recurring	The step's status resets on the case each time a recurrence date is reached. Available for Task steps only.

Automated due date rules

Choose a Rule type:

Rule type	The due date is
After case created	The case creation date plus the offset
After case started	The case start date plus the offset
After step started	The date a chosen Trigger step starts, plus the offset
After step completed	The date a chosen Trigger step is completed, plus the offset
Earliest open sub-step due date	The earliest due date among the step's open direct sub-steps
Relative to a date on the case	A number of days before or after a date on the case (see below)

For the first four rules, enter Offset (days). A negative offset puts the due date before the reference date.

Relative to a date on the case

This rule ties a step to a real date on the case. In Relative to, choose one of:

• A case date: pick Which date: Case due date, Case expiration date, Retainer date, Case created or Case started.
• A custom date field: enter the Custom field key of a date field on the case. The step waits until the field is filled in.
• A hearing or interview: choose the Kind (hearing or interview) and Which one:
  • The next scheduled one on the case. For hearings you can narrow this down by Court and by hearing type (for example, only master calendar hearings).
  • The one linked to the trigger step: pick the hearing or interview step in Trigger step.

Then set Due as a number of days before or days after that date.

For hearings and interviews you can also Add exception to use a different offset for a specific type, for example 30 days before an individual hearing and 7 days before any other hearing.

When the date moves (a continuance or an edited field), open steps move with it. Completed or cancelled steps keep their date.

Recurring steps

For a Task step, choose Recurring and set the Recurring schedule:

Setting	Description
Frequency	Daily, Weekly, Monthly or Yearly
Interval	Repeat every N days, weeks, months or years
Days of week	For weekly schedules
Monthly rule	Specific day (with Day of month) or End of month
Short month behavior	Clamp to last day or Skip month, for days like the 31st
End date (optional)	When the recurrence stops
Time zone (optional)	Defaults to the organization's time zone

When the step is copied into a case, its status resets on each recurrence date.

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7. Assigning people

There are two layers of assignment.

Default seats (Members tab)

Default seats decide who is placed on new cases created from this workflow.

1. Open the Members tab and click Add seats.
2. Under Role seats, click Add seat, Select role, and optionally choose a Staff member.
3. Under Departments, select departments to add all of their members at once.
4. Click Add default seats.

A role seat without a person is filled from the assignment rules when a case opens. Steps whose Case member roles match a seat's role are assigned automatically.

Assigning people to a step

1. Open the step's menu and choose Assign people.
2. Select team members and/or departments from Available team members and Available departments. Only accounts and departments that are already on the workflow can be chosen.
3. Click Assign.

To remove an assignment, use Remove assignment next to it under Currently assigned.

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8. Documents tab

Document collections become groups of document slots on every new case. Required items hold the step open; optional items appear as "nice to have" in the client portal.

1. Open the Documents tab.
2. Click Create first collection (or add another collection), enter a Name and optional description, and click Create.
3. Add requirements to the collection (Add first requirement for an empty collection): enter the document name, an optional description, and tick Required document if the client must provide it, then click Add.
4. Drag requirements by their handle to reorder them.

Other options:

• Add from template: add a collection from a saved document template.
• Save to templates: save a collection as a document template for reuse.
• Edit collection, Delete collection, Edit requirement and Delete requirement from the item menus.

Document templates are described in Templates.

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9. Forms and Payments tabs

Forms

The Forms tab has two parts:

• Client forms: form templates assigned here are created automatically on every case created from the workflow. Click Assign form and pick a template. Removing a template does not affect forms that already exist on cases. See Forms.
• Government forms: official PDF forms that a case on this workflow starts with. See Government forms.

Payments

The Payments tab is a read-only summary of every payment step and its fee items, with the total charged per case. To change fees, edit the payment step on the Steps tab.

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10. Fields tab

Workflow fields

Workflow fields are custom case fields that only cases from this workflow have.

1. Open the Fields tab and click Add field.
2. Enter a Key (unique within the workflow) and a Label, and choose a Type.
3. For Select and Multi-select, type each option and press Enter.
4. Set the options you need: Required, Show in case detail, Show in case list, Filterable, Sortable.
5. Click Save. A review window lists added, updated and removed fields.
6. Turn on Apply changes to linked cases if existing cases should get the change too. Removed fields are then deleted from those cases. Cases whose fields were detached from the workflow are listed and are not updated.
7. Click Save to confirm.

Type	Description
Text	Short single-line text
Long text	Multi-line text
Number	Numeric value
Date	A date picker
Yes / no	A yes/no value
Select	One choice from a list
Multi-select	Several choices from a list

Show in case list only sets the default: staff can turn any case field on or off from the case list's column picker. See Lists and saved views.

Global fields

The Global fields panel lists organization-wide fields defined under Admin › Global fields. Tick a field to apply it to new cases of this workflow. Fields marked All workflows already apply everywhere. Changing these requires the org.custom-fields.manage permission; the field definitions themselves are edited centrally, not here.

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11. Generating steps with AI

On an empty workflow, the Steps tab offers Generate with AI next to Add first step.

1. Click Generate with AI.
2. Describe the process in detail: case type, milestones, documents, filings and deadlines.
3. Click Generate steps.
4. Review the generated steps. Use Refine workflow with AI to ask for changes in plain language, for example "Make step 5 a sub-step of step 3".
5. Click Save workflow to keep the steps, Re-prompt to start again, or Discard.

Nothing is saved until you click Save workflow.

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12. Applying workflow changes to existing cases

Changing a workflow's steps never changes existing cases on its own. When open cases no longer match the workflow, the Steps tab shows a banner such as "3 open cases no longer match this template".

Permission required: workflow.step.manage and case-step.update

1. Click Apply to cases.
2. Target cases: filter by Case status, Assigned to, Case or client and Created, then tick the cases to update. Only cases with differences is on by default.
3. Click Review changes. The Defaults set what happens to each kind of change for every selected case:

Kind	Apply	Skip
Add	Add the new step	Skip
Update	Update the step's title, description, type, roles, visibility, recurrence or due date rule	Skip
Remove (removed from the template)	Cancel step: the step is cancelled on the case, but the record and its notes are kept	Keep
Move	Move the step to its new position	Skip
Locked	Not changed

Open a case in the list to decide row by row. Rows marked Edited on this case were changed on the case after it was created. 4. Click Apply to N cases. The run continues in the background; you can close the window and come back.

Completed steps, cancelled steps and manually set due dates are never changed. Every change is written to the case history.

You can also sync a single case from the case page: open the case header menu and choose Sync steps…. See Cases.

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13. Duplicating, archiving and deleting

Duplicate

1. In the Workflows list, open the row menu and choose Duplicate.
2. Adjust the Workflow name (it defaults to the original name with "(Copy)") and description.
3. Click Create workflow.

Archive

Choose Archive from the row menu and confirm. The workflow and its steps are kept but no longer appear in the Workflows list. Cases created from it are not affected.

Delete

Only admins can delete a workflow, from the row menu or the workflow page menu.

1. Choose Delete.
2. Type the workflow name to confirm.
3. Confirm the deletion.

This permanently deletes the workflow's steps, step assignments, document collections and settings. Cases created from the workflow keep all their data but lose their link to the workflow.