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Introduction to Experience and Workflow Studio

Pendula's Experience and Workflow Studio serves as the core tool for constructing and refining customer journeys, known as flows. It empowers Pendula users to seamlessly orchestrate multi-step, multi-channel interactions that resonate with their audience. With the capability to create, edit, and manage complex workflows, the Studio offers an intuitive drag and drop canvas for sequencing nodes that represent triggers and actions. Whether it’s crafting an automated onboarding experience, managing marketing campaigns, or responding to real-time customer behaviour, the Studio's user-friendly interface makes it easy for you to ensure that every touchpoint with your customers is thoughtful, consistent, and effective.

Key concepts and tools

Nodes are fundamental components of a flow that perform distinct functions. Nodes can be categorised into triggers and actions, each playing a crucial role in the execution of a flow. They can be configured to customise their behaviour, offering detailed control over the flow's execution.

A Flow is a sequence of nodes designed to execute an automated workflow. A flow begins with a trigger node, which sets the process in motion based on specific events, and is followed by a series of action nodes that define the subsequent steps.

An Experience is a unique journey of an individual recipient through a flow. Experiences are personalised paths shaped by the recipient's specific interactions and responses as they navigate through the nodes of a flow. This customisation ensures that each recipient's engagement is tailored to their actions.

A Trigger is a type of node, defining the conditions that will trigger experiences for the flow. Triggers respond to defined events, such as receiving an inbound message or detecting a change in a CRM system, thereby activating the flow and commencing the sequence of actions

An Action is a type of node that executes specific tasks. Actions can be classified into three main types: data action nodes, messaging action nodes, and workflow action nodes.

Flows is the main dashboard within Pendula where users can view and manage all their flows. It presents an overview of each flow, allowing users to quickly access, create or edit their automated flows.

Flow Builder is a visual interface within Pendula where users construct and modify flows. The Flow Builder provides a drag-and-drop canvas for adding, arranging and configuring nodes, enabling the design of complex customer journeys and workflows. It empowers users to visually map out the sequence of actions and decisions that define each flow. Within the Flow Builder is Canvas, where your flow takes shape. This space is where nodes can be added, arranged, and configured to build workflows.

Flow details offers in-depth information about a specific flow, including its version history, settings, and individual nodes. It is essential for reviewing changes over time, understanding the structure of a flow at a granular level, and managing the flow's lifecycle effectively.

Create and tailor flows

Construct detailed flows from the ground up. Define the triggers to start the journey, and specify subsequent actions tailored to engage with your customers based on their behaviour, inputs, or set criteria.

To get started on creating flows, see Complete overview of the Flow Builder.

Dive into Flow Details

Access detailed information about each flow's settings, manage versions effectively, and maintain clarity over the flow’s structure and objectives, ensuring that your automation strategies are precisely executed.

For more information on flow details, see Navigating the Flow details page.

Manage flow states and lifecycle

Manage the transition of flows between various states, such as ActiveThe state of a flow that is currently executing tasks and engaging with recipients as per its configuration., DrainThe state of flow that indicates the completion of active experiences without initiating new ones, leading to the flow's deactivation., or TerminatedThe state of flow that indicates a flow has been stopped and is not operational, remaining accessible for record-keeping but unable to be restarted.. Learn to control the lifecycle of a flow to adapt to your evolving business needs without disrupting the customer experience.

For a detailed guide on flow states, see Manage individual flows in various states.

Implement actions and formulas

Use actions to execute specific tasks, like sending messages, and use formulas for in-flow calculations or data manipulations, enhancing the flow's capability to respond dynamically to different scenarios.

For a detailed guide on actions and formulas, see Working with Actions in Workflow Studio and Working with Types: Formula, Fields and Values.

Leverage merge fields

Customise communications with your customers by incorporating merge fields. These allow for the dynamic inclusion of specific customer information within messages or within the flow's logic.

For a detailed guide on merge fields, see Working with Merge Fields in Workflow Studio.