Guided Workflow Screen Components - Rich Input Text
Updated
Overview
You can also utilize the Rich Text input feature in guided workflows to access advanced text formatting capabilities and ensure formatting is preserved across all workflow nodes. You can include bold, italics, underlined text, and other formatting styles, which enhance the visual appeal and readability. Additionally, it supports elements like hyperlinks, lists, and text sizes, providing a more robust and flexible way to present information. As a result, you can compose a well-formatted email directly through a guided workflow.
Key benefits of Rich text input in guided workflow
Enhanced Email Formatting: With the enablement of rich text input in the guided workflow, you can now integrate formatting such as headings, bullet points, and hyperlinks, ensuring that the final email retains its intended structure.
Seamless Integration: The Rich Text feature integrates effortlessly into the guided workflow, allowing you to create formatted text within the same environment before moving to the “Send SMS” node. This eliminates the need for external tools and simplifies the communication process.
Various Fields in Rich Text Input Component
API Name: The API Name is a unique identifier used to reference a particular object, field, or component in an application programmatically. It is typically used in backend code, integrations, or API calls. API Names are often system-generated and follow a specific naming convention, such as using underscores instead of spaces (e.g., Customer_Status__c).
Label: The Label is the user-friendly name for an object, field, or component that is displayed in the user interface (UI). It is designed to be easily understood by end-users and often includes spaces or capitalization for readability (e.g., "Customer Status").
Help Text is the text that will be displayed to the end user to understand the Label’s Meaning.
Enable Canned Responses: When enabled, this toggle adds the Canned Responses icon to the toolbar of the Rich Text Input component within Guided Workflows. Canned Responses are pre-approved, brand-consistent templates that agents can use while composing emails through Guided Workflows. This feature allows agents to quickly insert standardized replies when communicating with external participants, ensuring both efficiency and consistency in messaging.
Note: Canned Responses will work only for the Agent-Facing Guided Workflows.
Mark Field as Mandatory: You can use it to mark the field mandatory. If the field is not filled, it will not allow the user to move to the next step.
The default value is the preset value used when the end user fills in nothing.
Width: Define the area of the width of rich text; you can customize it according to the use case.
Enable Reporting: This toggle allows you to specify whether the auto-drafted values in the screen component should be included in reporting. When enabled, this ensures that auto-saved data is captured and made available for analytics, addressing gaps in reporting accuracy caused by un-submitted workflows.
Restricted Keyword Lists: It is a multi-select configuration field. It enables you to assign one or more predefined keyword lists. If your input contains any terms from the selected restricted keyword lists, an error message will be triggered. This message is configurable once you enable the Configure Error Messages toggle. This feature helps you maintain better input quality control and enforce compliance or content guidelines dynamically within your workflow.
Configure Error Message: This field allows you to create a warning message for users in the following conditions:
If the value is required.
If text entered has restricted keywords.
Alignment
Start Alignment: The content (text, images, or elements) is aligned to the left side
Use Case: Creates a structured look, often used when the design emphasizes a logical flow or pairs text with an image on the right.
Example: Title and subtitle are placed on the left, while the rest of the space remains open or used for visuals.
Center Alignment: The content is aligned to the center (horizontally and/or vertically).
Use Case: Best for symmetrical designs or when the content needs to grab attention equally from all sides.
Example: A sale announcement with the title and subtitle in the middle of the page for maximum focus.
End Alignment: The content is aligned to the right side.
Use Case: Adds a modern or unconventional look, often paired with visuals or negative space on the left.
Example: The title and subtitle are on the right side, and the left is used for decorative imagery or emphasis.
Visibility Conditions: A rule or set of rules that determine whether a specific element, field, or component is visible to users in an application or interface. These conditions are typically based on factors such as user roles, permissions, field values, or contextual data. Visibility conditions ensure that users only see relevant information, improving usability and security.
Example
Condition: Display a "Priority Escalation" section if the "Ticket Priority" is set to "High."
Implementation: Visibility Condition: Ticket_Priority == 'High'
Result: The "Priority Escalation" section appears only for high-priority tickets.
Disability Condition: A rule or set of criteria that determines whether a specific element, such as a field, button, or component, should be disabled (i.e., grayed out and non-interactive) in a user interface. It restricts user interaction based on certain conditions, ensuring that actions are contextually valid or preventing errors.
Example:
Based on Field Value:
Condition: Disable the "Submit" button if the "Terms and Conditions" checkbox is unchecked.
Result: The user cannot submit the form until they accept the terms.
Based on User Role:
Condition: Disable the "Delete Record" button for users without "Admin" permissions.
Result: Only admins can delete records, while other users see the button but cannot interact with it.
Based on Data Completeness:
Condition: Disable the "Next" button until all required fields are filled.
Result: Users are prevented from moving forward until they complete the required steps.
Real-time Use Case
For example, as a multinational company, XYZ needs to send a detailed and formatted email to its customers as an essential part of its routine operation. Previously, the lack of rich text formatting within their workflow necessitated them to switch to external email providers to ensure proper formatting, which used to be a time-consuming and inefficient process.
Now, with the introduction of the Rich Text Input feature, XYZ can compose emails with rich text directly within the workflow. The email body is created using the Rich Text Editor, allowing for precise formatting. This feature ensured that the formatted content by XYZ retained its appearance when sent out, without the need to incorporate any external tools. This seamless and hassle-free integration has not only streamlined the communication process for the company but also led to improved efficiency in professional standards and the communication process.
Frequently Asked Questions