Business processes allow you to automate lead management: sending messages to clients, changing deal stages, assigning tags, creating tasks, and performing other actions according to a predefined scenario. They help you build a consistent customer processing logic – from the first message to the execution of necessary actions in the CRM.

In this article, you'll learn how to create a business process, configure its structure, and manage its parameters . We'll also look at an example of a completed workflow to clearly demonstrate how the business process works in practice and the changes that occur in the lead card.

To create a new process, go to the Business Processes section and click the Create Process button.

There are three main sections on the right side of the settings window:

1) Main - contains the main parameters of the business process: name and execution .

2) Blocks - includes actions and conditions from which the logic of the business process is built.

3) Settings - contains additional parameters: the BP role in the chat , editing and deletion rights , as well as the choice of communication channels in which this business process will be used.

Enter the name of the business process in the " Name " field. Select the Execution: one-time or ongoing.
1) One-time execution - the business chain is executed once when a lead passes through the funnel and is not re-triggered.
2) Continuous execution - the business chain is launched cyclically each time a lead passes through the funnel stages, starting anew with each pass.
Creating a business process begins with the mandatory "Start" block. After that, arrange the remaining blocks according to the logic of your funnel. Blocks are connected by lines defining the flow of the scenario. If necessary, a line can be deleted or redirected to another block—just click on the connecting line.

Once you have completed the settings, click the "Save Process" button to save the changes.

The "Note" button allows you to add a note as a sticker anywhere within the BP. You can choose the sticker's color and resize it. Once added, you can edit, copy, delete, and change its color.

The business process (BP) block display buttons allow you to choose a convenient way to visualize the diagram on the canvas. Two block layout modes are available:

• Top-down – blocks are arranged vertically, creating a flow from the top of the screen to the bottom. This mode is convenient for sequential processes with clear linear logic.
• Left to right – blocks are arranged horizontally, creating a flow from the left side of the screen to the right. This option is suitable for processes where it's important to emphasize phases or step-by-step progression.

The user can switch between modes in real time. When switching modes, the canvas automatically rearranges all blocks, preserving their structure and connections but adapting the visual representation to the chosen direction.

Power Supply Settings Section
1) The role of the business process in the chat - determines how the business process participates in the chat.

• The main role is that the BP actively participates in the dialogue with the user.
  Can send messages, handle responses and manage chat status by switching it between Auto and Manual modes.
• Service (background) role - BP performs auxiliary tasks in the background.
  It checks conditions, updates stages, tags and fields , but does not conduct a dialogue or change the chat status .

2) Editing rights - select employees who will have access to edit the selected business process.
3) Delete rights - select employees who will have the right to delete the selected business process.

4) Communication Channels - select the channel or multiple communication channels in which this business process will be used.

Example of setting up a business process

1. Sending the first message
The business process chain starts with the Send Message block:

Left the "Wait" state.

We chose the imitation of typing .

Added title and message text .

We implemented the pinning feature in the lead chat.

Connected the blocks with a line.

2. Change the lead stage
We added a "Stage Change" block to the "Link Sent" stage and connected it to the previous one.

3. Tag assignment
We used the "Edit Tags" block to add a new tag to the deal. We connected the blocks with a line.

4. Adding a comment
Using the "Edit Field" block, we added a test comment to the transaction. The blocks were connected with a line.

5. Resending a push message
We added another block “Send a message” , which in addition to the message:

Filled in the "Push" tab.

Attached an image .

Set a delay for sending push notifications to 1 minute.

Connected the blocks.

6. Adding a task
Using the "Add Task" block, we created a new task in the transaction. The blocks were connected with a line.

7. Completing the setup
After completing the chain construction, we saved the business process and, by holding down the right mouse button, moved it to line 1.

Pressing Ctrl+Z or Cmd+Z completely restores a deleted block. The block is returned to its original location, preserving all settings, text, conditions, buttons, and links. Multi-level undo is supported, up to 10 steps back.

How the chain works from the user side

The client launches the bot .

The system automatically changes the lead stage to “We are communicating” .

The lead receives the first message, which is pinned in the chat.

The lead responds to the message - the deal stage changes to "Link sent" .

After the next message from the lead, the system assigns the deal a tag of “ MVP” .

When the next message from the lead is received, the system adds a test comment .

When contacting again, the lead receives a second message from the “Send message” block.

If there is no response from the lead, a push notification with an image is sent after a minute.

After responding to a push, the system adds a new task .

What we see in a lead card in CRM

In the “Tags” section, the “ MVP” tag is displayed.

In the “Deal Information” section, the “Link Sent” stage.

A new task has appeared in the Tasks section.

In the "Notes" section, a test comment is displayed.

Information about the current business process can be viewed in the lead card in the "Business Process Information" section.

Business process - displays the name of the current business process within which the client is located.

Funnel - displays the name of the line on which the current business process is installed.

Next step - displays the name of the next block (step) of the business process that the client will reach.

Status - indicates the current status of the transaction.
It is divided into two types:

Manual - the business process has stopped and manager intervention is required.

Auto — the lead is processed automatically according to a specified business process chain.

Icon for the “Manual” status

Icon for the “Auto” status

🔧Business process actions

1. Start or stop a business process - activate or pause the execution of a business process manually.

2. Editing - change the structure and settings of an already created process.

3. Copy - Create a copy of an existing process for reuse or adaptation.

4. Removal - remove irrelevant or unnecessary process from the system.

🔧Actions with a block

1. Edit block - open a block to make changes to its content or settings.

2. Copy block - create an exact copy of the block with the same parameters and content.

3. Delete block - remove the block from the chain completely.