Workflow step types

A workflow is an ordered checklist of automated steps that you attach to a lead or a matter. Each step is one action, like sending an email, creating a task, or converting a lead into a matter. This page explains every step type Esqase offers, the fields you fill in when you add one, and what each step does when you later run it on a real lead or matter.

For how to create a workflow, set its trigger, and arrange steps on the canvas, see Workflows and the builder. For where a workflow gets attached, see Assigning and attaching workflows.

Before you begin

• You build and edit workflow steps in the workflow builder, which opens when you create or edit a workflow under Workflows in the sidebar.
• You need a role that includes update access for workflows to add, edit, or remove steps. If your role does not include that access, you can open a workflow but the Add workflow item controls will not appear.
• Some step types reference other records. To pick them, you need at least one of the matching items set up first:
  • Email, Form, and Event steps use your Email templates. Esqase ships preset templates, and you can create a new one from inside the step using the New email template action.
  • Form steps need at least one form.
  • Event steps can optionally use an event type.
  • Task list steps need at least one task list.
  • Convert to matter steps can optionally use a matter template.
  • Invoice steps use your activity categories.

Adding a step

Every step type is added the same way. The differences are in the configuration screen that follows.

1. In the sidebar, click Workflows, then open the workflow you want to edit (or create a new one).
2. In the builder, click the + button on the chain line between two steps, or Add workflow item if the workflow is empty. This opens the Add workflow item dialog.
3. In the Add workflow item dialog, choose a step type from the grid. Each tile shows the type name and a short description:
   • Email (Send an automated email)
   • Task (Create a task for the team)
   • Task list (Create tasks from a task list)
   • Form (Send a form to a client)
   • Event (Schedule an appointment)
   • Invoice (Create a draft invoice)
   • Status change (Change the intake status)
   • Convert to matter (Convert this lead into a matter)
4. Fill in the configuration fields (covered per type below).
5. Click Add to workflow. The step appears on the canvas at the position you chose.
6. When you are finished arranging steps, click Save in the builder toolbar to store the whole workflow.

Email step

An Email step sends one email automatically using a saved template. Use it for things like a welcome message, a "we received your inquiry" note, or any standard message you send at a point in your process.

1. In the Add workflow item dialog, choose Email.
2. In the Email template field, select the template to send. This is the only required field.
   • The dropdown is searchable. Start typing to filter your templates.
   • If you do not have a suitable template yet, click New email template at the bottom of the dropdown to create one without leaving the workflow.
3. After you pick a template, a Template preview appears showing the subject line and body so you can confirm you chose the right one.
4. Click Add to workflow.

What it does when the workflow runs: When you reach this step on a lead or matter, Esqase sends the chosen template to the record's primary contact, filling in placeholders (like the contact's name) from the record. The step is marked done once the email is sent.

Task step

A Task step creates an internal to-do for your team. This is the most detailed step type because it carries everything a task needs: who is responsible, how urgent it is, and when it is due.

1. In the Add workflow item dialog, choose Task.
2. Fill in the task details:
   • Title (required). A short description of what needs to be done, for example "Open the file" or "Send engagement letter".
   • Description (optional). Extra detail for whoever picks up the task.
   • Assigned to (optional). Select one or more firm members. Leave it empty to create the task unassigned. You can assign it to a person when you run the step.
   • Task type (optional). Categorize the task using one of your task types. If you have none active, the field shows "No active task types".
   • Priority (required, defaults to Medium). Choose from Lowest, Low, Medium, High, or Highest.
   • Story points (optional). A numeric estimate of effort, if your firm uses point sizing.
   • Mark this task private. When checked, only assignees and firm owners can see the task. Leave it unchecked for a normally visible task.
3. Set when the task starts and is due using the two scheduling fields described below.
4. Click Add to workflow.

Scheduling the start and due dates

Because a workflow runs at different times for different leads or matters, task dates are set relative to a reference point rather than to a fixed calendar date. The Set start date and Set due date fields each offer a "how to schedule" dropdown:

• Not scheduled. The task has no start (or due) date. This is the default. Choose this when the date does not matter or you will set it by hand later.
• When the lead or matter is created. Anchors the date to the moment the workflow's record came into being. After choosing this you can set an offset:
  • Count and Unit (Day, Week, Month, or Year): how far from the anchor.
  • Direction (Before or After): which side of the anchor.
  • Time of day: the clock time the date lands on.
  • For example, Count 3, Unit Day, Direction After schedules the task three days after the lead or matter was created.
• Relative to this task's start (available only on Set due date). Anchors the due date to this same task's start date, so the due date moves with the start. Use this to express "due 2 days after it starts" without pinning a specific day. It uses the same Count, Unit, Direction, and Time of day controls.

What it does when the workflow runs: Applying this step creates a real task on the lead or matter with the title, description, type, priority, points, privacy, and assignees you configured. The start and due dates are calculated from the anchor at that moment, so each record gets its own concrete dates.

Task list step

A Task list step creates several tasks at once from a saved task list. Use it to drop in a standard checklist (for example, an "open new matter" or "closing" checklist) in a single step instead of adding many individual Task steps.

1. In the Add workflow item dialog, choose Task list.
2. In the Task list field, select the list to use. This is required. If you have none, the field shows "No active task lists".
3. After you select a list, a Tasks in this list preview appears showing every task the list will create. Sub-tasks are indented under their parent so you can see the structure. If the list is empty, it shows "This task list has no tasks yet."
4. Click Add to workflow.

What it does when the workflow runs: Applying this step creates a task for every template in the chosen list, including the assignees, priorities, and relative dates defined in that list. This is the fastest way to add a repeatable batch of tasks to a matter.

Form step

A Form step emails a client a link to one of your forms and, optionally, keeps reminding them until they respond. Use it to collect intake details, signed acknowledgements, or any structured information from a client.

1. In the Add workflow item dialog, choose Form.
2. Configure the request:
   • Form (required). The form to send.
   • Send template (required). The email template used for the initial "please complete this form" message. Esqase pre-selects a preset request template when one exists; you can change it or click New email template to make a new one. A Send template preview shows the subject and body.
3. To chase clients who have not responded, check Send reminders for pending submissions. This reveals the reminder settings:
   • Reminder interval. A number plus a unit (Minute, Hour, or Day), for example 3 Day to remind every three days.
   • Total reminders. How many reminders to send in all. Choose a number from 1 to 10, or Unlimited to keep reminding until the form is submitted.
   • Reminder template (required when reminders are on). The email template used for each reminder. A Reminder preview shows it. Esqase pre-selects a preset reminder template when one exists.
4. Click Add to workflow.

What it does when the workflow runs: Applying this step emails the client a link to the form using the send template. If reminders are on, Esqase keeps sending the reminder template on your chosen interval until the client submits the form or the reminder limit is reached. See Public lead-intake forms and How clients fill intake forms for the client side.

Event step

An Event step invites a client to schedule a meeting and manages the surrounding emails. Because scheduling involves back-and-forth, this step lets you pick a different email template for each stage: the invite, the confirmation, and the decline.

1. In the Add workflow item dialog, choose Event.
2. Fill in the event details:
   • Event title (required). What the meeting is for, for example "Initial consultation". This becomes the event's name.
   • Event type (optional, shown only if you have event types). Choose one of your event types to carry its duration and settings over to the event. Each option shows its length in minutes. Select None to leave it open.
3. Pick the three email templates. Each is required and shows a preview once selected:
   • Invite template. The email that asks the client to book a time.
   • Confirmation template. The email sent once a time is booked.
   • Decline template. Sent when you decline the client's proposed time and ask them to pick another. The field description on screen reads "Sent when you decline the client's proposed time, asking them to pick another."
   • Esqase pre-selects preset templates for these three roles when they exist. Use New email template in any dropdown to create a fresh one.
4. To remind clients who have not yet responded to the invite, check Send reminders for pending responses, then set:
   • Reminder interval (a number plus Minute, Hour, or Day).
   • Total reminders (1 to 10, or Unlimited).
   • Reminder template (required when reminders are on, with a preview).
5. Click Add to workflow.

What it does when the workflow runs: Applying this step sends the invite template to the client with a link to choose a time. When the client books, they receive the confirmation template. If you decline their proposed time, they receive the decline template asking them to pick another. If reminders are on, the reminder template is sent on your interval until the client responds or the limit is reached. For the client experience, see How clients book meetings and Calendar and events.

Invoice step

An Invoice step creates a draft invoice on a matter, with one line per activity category you choose. Use it to spin up a standard bill (for example a flat consultation fee) as part of your process.

1. In the Add workflow item dialog, choose Invoice.
2. In Activity categories (required), select one or more categories. Each option is labeled with its name, its scope (Firm-wide or Member: a member name), its type (Time or Expense), and its rate, so you can tell similar categories apart. If you have none active, the field shows "No active activity categories".
3. Click Add to workflow.

What it does when the workflow runs: Applying this step on a matter creates a draft invoice with one line item per category you chose. The line rate comes from the category. The matter's primary contact, the firm's invoice numbering, and the currency are filled in automatically at that moment. The invoice stays a draft so you can review and edit it before sending. See Creating and sending invoices and Activity categories and rates.

Status change step

A Status change step moves the lead or matter forward one stage in its pipeline. Use it to advance a record automatically as earlier steps complete, for example to move a lead from "New" to "Contacted" after you have sent the welcome email.

This step has no settings. The configuration screen simply states: "This step advances the lead or matter to the next stage in its pipeline (by sort order). No selection needed."

1. In the Add workflow item dialog, choose Status change.
2. Review the on-screen explanation. There is nothing to configure.
3. Click Add to workflow. The step is added with the title "Advance to next stage".

What it does when the workflow runs: Applying this step moves the record to the next stage in its pipeline, based on the order of your stage columns, whatever the current stage is. For leads, this advances the lead pipeline stage; for matters it advances the matter stages. The step does not let you pick a specific stage; it always moves one step forward.

Convert to matter step

A Convert to matter step turns a lead into a matter. Use it as the hand-off point in an intake workflow, once a lead is qualified and ready to become active work.

1. In the Add workflow item dialog, choose Convert to matter.
2. In the Matter template field, optionally choose a matter template:
   • Pick a template to build the new matter automatically from the lead's information plus the template, with no extra screens.
   • Leave it empty (the field reads "No template (open the wizard)") to open the new-matter wizard at conversion time so you can review and adjust the details by hand.
   • If you have no active templates, the field shows "No active matter templates".
3. Click Add to workflow. The step is added with the title "Convert to matter".

What it does when the workflow runs: When you apply this step on a lead, Esqase checks the template you chose:

• If you selected a template and it is still active, the lead is converted into a matter right away using the lead's details and the template.
• If you left the template empty, or the chosen template was archived or deleted, Esqase opens the new-matter wizard seeded from the lead so you can review and finish the conversion manually.

For the full flow, see Converting a lead to a matter.

Common questions

Can I put an Invoice step before a Convert to matter step? You can add steps in any order, but the Invoice step only works on a matter. Place a Convert to matter step before any Invoice step so the record is a matter by the time the invoice step runs. Until then the invoice step cannot create anything.

What happens if a template, form, or task list I picked is deleted later? The step stores a reference, not a copy. If the referenced item is removed before the step runs, that step may not be able to complete. For Convert to matter specifically, a missing or archived template falls back to the new-matter wizard. For other types, update the step to point at a current item.

Do these steps run on their own? No. Building steps only defines the workflow. The steps are applied when the workflow is attached to a lead or matter and worked through there. A workflow with the "When a lead or matter is created" trigger attaches automatically on creation, but you still complete most steps from the record. See Assigning and attaching workflows.

Related

• Workflows and the builder
• Assigning and attaching workflows
• Managing leads
• Converting a lead to a matter
• Email templates
• Task lists and templates