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Frequently Asked Questions About Workflow Automation

## ❓ Frequently Asked Questions About Workflow Automation

### **Q: Can I get notified when a field technician submits a material request or form?**

Yes. With **Workflow Automation**, you can configure a rule to trigger email, SMS, or in-app notifications whenever a form is submitted. Select the form, define conditions if required, and choose who should be notified. This ensures timely follow-up on field-submitted requests.

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### **Q: What is the difference between Workflow Templates and custom workflows?**

**Workflow Templates** are preconfigured, ready-to-use automations designed for common scenarios such as work status notifications, billing alerts, or customer updates.
**Custom workflows** allow you to build automation from scratch using the workflow builder for more advanced or unique business processes.

Most customers start with a template and extend or customise it as needed.

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### **Q: Who can create or edit workflows?**

Workflow creation and editing is typically restricted to users with **Administrator** or **Operations Manager** roles. This ensures automation rules remain consistent and controlled across the platform.

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### **Q: When do workflows run?**

Workflows run automatically when their **trigger event** occurs. Examples include:

* A work status changing
* A form being submitted
* An asset or record being updated
* A scheduled or time-based condition being met

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### **Q: Can I see if a workflow has run successfully?**

Yes. Dusk FSM provides **Workflow Execution Logs**, which show when a workflow ran, what actions were triggered, and whether any steps failed. This is useful for auditing and troubleshooting automation behaviour.

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### **Q: Can workflows send messages to customers or staff?**

Yes. Workflows can send communications to **staff, contractors, or customers** using configured communication channels such as email, SMS, or in-app notifications, depending on your setup.

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### **Q: Do Workflow Automation Templates run automatically once enabled?**

Yes. Once a template is enabled and its trigger conditions are met, it will run automatically. You can disable or modify templates at any time.

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### **Q: Can I use Workflow Automation without templates?**

Yes. Templates are optional. You can build fully custom workflows using the workflow builder if your process requires more flexibility or advanced logic.

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### **Q: Is Workflow Automation intended for day-to-day operations or auditing?**

Workflow Automation is designed to **actively automate operations** by triggering actions and notifications. For auditing and traceability, refer to **Workflow Execution Logs**, **Communications Logs**, or **Work Logs**.

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Updated on January 24, 2026

Frequently Asked Questions About Workflow Automation

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