Workflow Messaging

 Take Control

   Estimated Read Time: 6 minutes

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Sections in this article:

• Introduction to Workflow Messages
  • Example Scenario
• Locate Messages Within a Workflow Card
• Tag Users in Workflow Messages
• What Can Message Recipients See?
  • Grant Collaborator Access
• Tag Fields in Messages
• Attach Message Files to a Workflow Card

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Introduction to Workflow Messages

When workflows have been set up correctly, Gatekeeper will automatically notify the relevant stakeholders when an action is required. The steps they need to take should be clearly outlined within any approvals, form updates, draft edits, and similar actions.

However, you may still need to request extra details, documents, or input. With Workflow Messaging, this can be done without moving the card or changing the workflow. Messaging allows internal and external users to collaborate directly within the workflow card, keeping all communication and files in one place. This means that: 

• Everyone in the message thread can view relevant data and documents, reducing the risk of missed information.
• Conversations are recorded in one place and can be revisited when needed, without needing to search through email threads or chat logs.
• Files shared in messages can be linked to the associated contract or vendor record, helping maintain Gatekeeper as a single source of truth.

Example Scenario

A vendor submits an onboarding questionnaire, which goes through internal reviews by Procurement, Finance, and Information Security. The Procurement team needs clarification on a response that relates to Information Security.

Instead of sending the card back to the vendor (which would pause the review) or moving it forward (risking rejection by the Information Security team), the Procurement Manager can use Workflow Messaging to include both the vendor user and an Information Security team member in a message.

The vendor user receives an email and can either:

•  Click the button to respond in Gatekeeper, or
• Reply to the email, which syncs automatically to the message thread.

If they are a Vendor Portal user, they can also log in to track progress and respond directly in the portal.

Locate Messages Within a Workflow Card

All message threads related to a card are stored in the Messages tab within the card. To view existing messages or start a new thread, click on the card to open it, then click Messages.

 

Tag Users in Workflow Messages

To include users in a workflow message, type @ and select a user from the list that appears. This will include internal users, and any vendor users, if there is a vendor associated with the card.

The Recipients list shows all users who will be notified of a new comment, including anyone mentioned using @.

Who Can I Tag or Include in a Message Thread?

The users you can tag or include in a message thread depend on your permissions and who started the thread. See the table below for further details:

What Can Message Recipients See?

When a user is included in a workflow message thread, what they can see on the workflow card depends on their permissions and how they were added:

• If the user already had access to the workflow card, nothing changes. They can view information from the form and the message thread.
• If the user did not have access before being tagged, they will only see basic card details by default. This includes the Card Name, Card Creator, Current Card Owner, and the message thread they were tagged in.

This default is in place to ensure sensitive information is not shared unintentionally.

Grant Collaborator Access

If needed, you can add internal users as Collaborators while posting messages. This enables quick access for relevant team members to view form data and associated files, without requiring full ownership or admin rights.

To do this, select the Grant Collaborator Access checkbox when tagging the user. This gives them access to the full card, including all form data and attachments.

 

For a walkthrough of how to grant collaborator access to the card, see the below video:

 

Tag Fields in Messages

When working with large forms, you can highlight specific fields or sections by adding clickable links in a message. Type # while composing a message to see a list of all form fields (marked with yellow flags) and form sections (marked with orange flags).

This helps others quickly locate the relevant part of the form. Clicking a tagged field takes them directly to it and briefly highlights it for easy reference.

 

Attach Message Files to a Workflow Card

Within a workflow, you may receive a file through messaging that needs to be attached to the card via the workflow form. To do this, watch the video demonstration or follow the below steps:

 

1. Open the relevant workflow card and click the Messages tab.
2. Click the message with the relevant file to open it, then click Move to Form.
   
3. Select the field that the file should be uploaded to, then click Move.