Automated Workflows Setup Guide

Automated Workflows let you streamline how your team responds to reviews and NPS scores by taking action automatically based on criteria you define.

This guide will walk you through how to set up a workflow using:

1. Triggers
2. Conditions
3. Automation Actions

Triggers

A trigger is an event that initiates a workflow. When Swell detects that a trigger event has taken place, it will kick off a workflow. 

Currently supported triggers

• New Review Received. Begins the automation when a new review is submitted on a public review site. 
• New NPS Score Received. Begins the automation when a patient submits a Net Promoter Score through Swell's Patient Experience Insights. Learn more about Patient Experience Insights. 

Conditions

Once a workflow is triggered, Conditions define whether or not the automation will continue. Only when all of your chosen conditions are met will the automated actions be executed. 

Example Conditions 

• Star rating = 1, 2, or 3 stars
• NPS score = 9 or 10

Automated Action

Automated actions define what happens when a workflow's conditions are met. 

Review Workflows

• Post an automated response. Choose from Swell's library of HIPAA-compliant review responses. These templates are designed to sound natural and respectful, while keeping your responses compliant. 
• Create a ticket. If you're using Swell's ticketing system, you can automatically create a ticket to track follow-up or resolution. Learn more about Swell Ticketing.

If you are utilizing Swell's Ticketing product, you can have a review workflow create both a ticket and an automated response.

NPS Workflows

Create a ticket. If you're using Swell's ticketing system, you can automatically create a ticket to track follow-up or resolution. Learn more about Swell Ticketing.

Example Workflows