There are six ClickDimensions workflows in your CRM environment that are responsible for performing specific, but important ClickDimensions processes. This blog post will walk through what each ClickDimensions workflow is responsible for and the impact they have on the features and entities within your ClickDimensions solution. To access these workflows, go to Settings > Processes > All Processes and search for ClickDimensions. You will want to ensure each of these ClickDimensions workflows are activated and owned by the service user for your ClickDimensions account to avoid any permissions issues.
ClickDimensions Execute Send
This workflow is responsible for scheduled email sends, split (A/B) test emails, emails sent from campaign automations and nurtures, and quick send emails. This workflow will start when the status of an email send record changes.
When you schedule an email send to go out on a later date or at a later time, your email send record will move into the outbox view. When the Send On time arrives, this workflow will send off your email to all the recipients and move the email send record to the sent view.
When you perform a split (A/B) test, the email is moved to the split test view and versions A and B will both send. The split test will then wait the specified amount of time until the winning version is selected, then send off your winning version email to the remaining recipients. This workflow then moves the email send record into the sent view.
It is also possible to schedule a split (A/B) test. In this case, the email is moved into the outbox view until the Send On time arrives. Then, the record will move into the split test view and follow the steps listed above.
For campaign automation and nurture emails and quick sends, the email send record will momentarily be moved to the outbox view. As soon as the record hits the outbox view, this Execute Send workflow will fire and send your email off to the desired recipient. This workflow will then move the email send record into the sent view.
If this workflow were to become deactivated, you would be unable to send scheduled emails, campaign automation and nurture emails, and quick sends. These email records would remain in the outbox view without ever sending.
ClickDimensions Execute Text Message Send
If you utilize an SMS connector, you can send out individual or bulk text messages. Just like with email sends, when you schedule a text message to go out at a later date or time, the text message record will move into the outbox view. When the Send On time arrives, this workflow will send your text message and move the text message record into the sent view. This workflow does not impact text messages sent immediately and it runs when the status of a text message changes.
If this workflow were to become deactivated, you would be unable to send scheduled text messages. These scheduled text message records would remain in the outbox view.
ClickDimensions Execute Social Post
If you have ClickDimensions version 8.4.0 or higher, you can set up a Facebook connector. With the Facebook connector, you can create social posts to Facebook through CRM. Just like with emails and text messages, you can schedule social posts or send them immediately.
When you schedule a social post for a later time, the record will move into the scheduled view. Once the Post On time arrives, this workflow will create your social post and the social post record will move into the posted view. This workflow does not impact social posts that post immediately and it runs when the status of a social post changes.
If this workflow becomes deactivated, your scheduled social posts won't post and would remain in the scheduled view.
ClickDimensions Form, Survey and Subscription Autoresponder
There are a variety of web content actions you can perform upon submission of your ClickDimensions form, survey or subscription management page. One of these actions is the autoresponder. If you are utilizing the autoresponder action, this workflow will fire when the web content record is submitted and a posted form, posted survey or posted subscription is created. When this happens, the workflow will check if the submitter is a contact or lead, then send the autoresponder email to the submitter.
If any of these three workflows were to become deactivated, the autoresponder email for the corresponding web content type would not send. You could find these autoresponder emails stuck in the outbox view.
Every time any workflow runs, a system job is created. You can go to Settings > System Jobs to view every instance of the ClickDimensions workflows running. The System Job Name column shows which workflow ran, and the Regarding column will be the record that prompted the workflow to run. If you're ever curious about if the ClickDimensions workflow succeeded or failed, you can click into the system job and view the exact steps the workflow took to perform your desired action.
You can also view these system jobs by going into the email send, text message or social post record, accessing the Related Records menu and clicking Background Processes. This will display any system jobs related to your email send, text message or social post. It is normal to see two ClickDimensions Execute Send system jobs for scheduled sends, campaign automation and nurture emails, quick sends and immediate split tests. For scheduled split tests, it is the expected behavior to see three system jobs related to the email send record.
If you're wondering why an email send, text message or social post is stuck in the outbox view not sending, you can access the related background processes of the email send record. If there are no system jobs located there, this is a good sign that one or more of the ClickDimensions workflows have been disabled. If this is the case, reactivate the ClickDimensions workflow(s) and assign them to the service user for your account. Any emails stuck in the outbox will not automatically send out when you do this, but you can clone the record in the outbox view and send out the clone.
Written by Kevin Kelbe, ClickDimensions Marketing Success Manager