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Workflows in Global Navigation

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About Workflows in Global Navigation

Workflows allow you to trigger tasks based on various Qualtrics events. This could include creating a ticket when someone opts-out of your XM Directory, or sending a follow-up email to a customer after a low satisfaction score. The Workflows page in the global navigation allows you to create and manage all the workflows set up for your account in one central area.
the navigation menu in the top left is open and workflows is selected

Qtip: While you can accomplish much of the same functionality in the Workflows tab of an individual survey, we recommend you create your workflows in the Workflows page of the global navigation.
Qtip: If you do not have access to the global Workflows page, reach out to your Brand Administrator and ask if you can have the permission Manage Workflows Across Projects enabled.

Workflows Templates

Qtip: Workflows templates can only be used from the global Workflows page.

When creating an workflow, you will have the option to use an workflow template. These are pre-configured workflows designed to make setting up useful workflows easy. Workflow templates are created by our Qualtrics subject matter experts to leverage industry standards for workflow automations.

Example: The Import Salesforce data into XM Directory template combines an extract data from Salesforce task and an load data into XM Directory task in an guided setup to easily import data from Salesforce to save in your Qualtrics XM Directory.
the import salesforce data into xm directory actions template

Using Templates

  1. From the global Workflows page, click Create a workflow.
    clicking create a workflow
  2. Templates will be listed below the “from scratch” section. There are many different workflows available based on various outcomes, so take the time to find the workflow that works best for your goals.
    choosing a workflow template to use
  3. When you’ve found the template you want to use, click on it.
    choosing a template, reading the summary, and clicking get started
  4. In the side panel, review the overview of the template. This will contain a general description of the workflow, what it’s best used for, how it helps your organization, and what’s included in the template.
  5. When you’re ready to continue, click Get started.
  6. You’ll be brought to a guided setup to configure the workflow. Use the Step-by-step instructions to help you set up the workflow. Visit the linked support pages in the instructions to learn more about each item in the workflow.
    reading the step by step instructions for an overview, and clicking unconfigured components in the actions editor
  7. Click the different items of the workflow to configure each one.
    Qtip: Unconfigured workflow items will be highlighted.
  8. When finished setting up the workflow, make sure to toggle it On.
    the turn action on/off toggle in the top right

Example Templates

Below are a few example templates. This is not an exhaustive list of available templates. Log into the platform to begin exploring all of the options available to you.

Qtip: Use the search at the top of the Catalog to find and search templates. You can search by keywords in the template. For example, search “ticket” to find all templates that use ticket tasks.
the search bar at the top of the workflow catalog

Creating a Workflow From Scratch

  1. Click the navigation menu in the top left corner.
    navigating to workflows in the global menu and then clicking create new workflow
  2. Select Workflows.
  3. Click Create a workflow.
  4. Determine whether the workflow should be Started by an event (i.e. event-based), or Started at a specific time (i.e. scheduled). For a comparison of these options, see Scheduled Workflows vs. Event-Based Workflows. Alternatively, you may use a prebuilt template.
    using the catalog to create an action from scratch, or selecting a template
  5. Click Get started.
  6. Based on what you chose in Step 4, either determine the frequency of your scheduled workflow or choose the event that will begin the workflow.
    creating the workflow schedule, renaming the workflow, and adding a task
  7. If desired, click the plus sign ( + ) and choose Conditions to add conditions to your workflow. These conditions determine when the workflow will trigger. See Creating Conditions for more information on building conditions.
    adding a condition to an action

    Example: Let’s say you’re creating a workflow based on a Survey Response Event to send a follow-up email to customers with a low satisfaction score. You can create a condition based on the satisfaction question so that only customers with a score below a certain threshold receive the follow-up email.
  8. Click the plus sign ( + ) and select Task.
    adding a task to an action
  9. Select the task that will be carried out in the workflow. For more information about the events available to you, see Defining Tasks.
    choosing an task for the action

    Qtip: Depending on your account permissions and Qualtrics license, not all task types may be available to you. Contact your Account Executive if you have questions about what’s included in your Qualtrics license.
  10. When finished, make sure to toggle your workflow on.
    toggling the action on

Managing Your Workflows

In the Your workflows section, you can view and manage your workflows.

the your workflows section of global workflows

Workflows Table

The Workflows section contains a table with all of your workflows. This table contains the following information about your workflows:

the actions table with information about the action

Qtip: If you do not see all of these columns, then you need to resize your browser so it is larger and all columns can be displayed.
  • Name: The name of the workflow.
  • Trigger: The event that begins the workflow.
  • Subject: The survey that the workflow is based on. Alternatively, if the workflow is a schedule workflow, then the subject will list when the workflow will run.
    Qtip: This value may be blank as not all workflows need to be connected to a survey.
  • Tasks: The task(s) that are carried out by the workflow. The icons here correspond to the task icons when setting up an workflow; hover over an icon to see the name of the task.
  • On/Off: Determines if the workflow is on (enabled) or off (disabled). You can click the toggle button to turn an workflow on or off.

In addition to these workflow details, you can perform various actions to your workflow by clicking the three dots next to the workflow.

the actions options dropdown menu

  • Edit: Allows you to edit the event, conditions, and task of your workflow.
  • Rename: Allows you to give your workflow a new name.
  • Copy: Allows you to duplicate an existing workflow.
  • Delete: Allows you to delete a workflow.
    Qtip: Deleting an workflow is permanent and will halt any current and future instances of the workflow. Past instances of the workflow will still be viewable in the Reporting & History section.

Searching workflows

To search your workflows, begin typing into the search box in the Workflows tab. This search bar will match what you type with workflow Name, Trigger, Subject, and Task. It will also search the payload of the task.

the search bar for searching workflows

Example: If you have someone who says they didn’t receive an email from an Email Task, you can search for their email address here to pull up the task to see if it failed.
Example: If you want to find all workflows that create tickets, you can search “Ticket Task.” Similarly, if you want to find all workflows that begin with a survey response, search “survey response”.

Reporting & History

The Reporting & History section lets you see the past runs of your workflows and the details about those runs. This section is particularly useful if you have a workflow that is failing. The Reporting & History will contain information about why the workflow failed, helping identify and fix the issue. See Reporting & History in Global Workflows for more information.
navigating to reporting and history in workflows

FAQs