This article intends to walk you through the Gatekeeper Messaging feature within Workflows, improving collaboration both internally & externally whilst your cards are in progress.
Note: This article assumes you have prior knowledge of our Messaging feature, if you do not have this then we recommend reading our knowledge base article on this here.
Table of contents:
Why use messaging within Workflows?
Using messaging within Workflows allows you to seamlessly collaborate with Internal & External Users of Gatekeeper all within the Workflow card itself, keeping communications audited and isolated in one place reduces time spent and speeds up the overall process. In some cases during your process, you will need to ask for additional information or documentation, clarify some information that was submitted, or just get sign off from a stakeholder, with Workflow messaging this can be done without routing the card to a new phase!
Locating messages within a Workflow Card
All message threads relating to a card are stored in a tab against the card itself. You can access existing message threads & create new messages by clicking into the card and selecting the "Messages" tab:
Whom can I message within Workflows?
The recipient list you can select from when sending a message within messages is generated from the owners of each phase of the workflow and if a Supplier is associated with the card, any Supplier Users associated with that Supplier.
This is to ensure that only the relevant stakeholders for the process can be contacted and removes the chance to accidentally contact Users outside of the Workflow.
Note: You can message any user that is an owner of a Phase, regardless of whether the card is on a phase that User is an owner of.
Example use cases
Scenario: In the example below, we have a simple Supplier Onboarding process. The Supplier submits their onboarding questionnaire and it goes through 3 reviews (Supplier Management, Procurement & Information Security). The Supplier has submitted their questionnaire, however, the Supplier Management Team is unsure whether one of the questions answered by the Supplier is required by the Information security Team.
Solution: Rather than send the card back to the Supplier or send it forwards with the risk of it being rejected by Information Security, the Supplier Manager can simply send a message including both the Supplier and the Information Security team to clarify.
Below we can see that the Supplier User has received the email and can reply to it directly to respond.
In this example, the Supplier is also a Supplier Portal User and can log in to the portal to view the progress of their submission and view or respond to any message too.
Contract Approval & eNegotiate
Scenario: In the below example we have a Contract negotiation workflow in which the Supplier has submitted a new version of the contract for the Internal Owner to review. In this scenario, the Supplier has amended the Contract to increase the payment term from 30 to 90 days and this requires sign off from the Supplier manager.
Solution: Rather than escalating the card to a formal review by the manager, the Internal Owner can simply message them via Workflow messaging to save time.