Deal Workflow Automation

[EE7]

Hello, 

We have created a set of workflows within our Deals:

- we connected an external email address and whenever an email is received, a Deal is created automatically in the "Discussions" deal stage

- Our Deals pipeline contains 4 stages (Discussions > Proposal > Negotiations > Closed Won or Closed Lost)

- We have set up a number of workflows when agents move the deal from one stage to the next

- We have a problem with one workflow.

We use "Deals" for hotel reservations and mainly (B2C).

When a booking is confirmed/or lost by a customer we consider it "Closed Won"/"Closed Lost". However, it may be that this customer goes back to the initial email thread, and he sends us an email prior to his arrival requesting an upgrade or any other info. 

So we created a workflow that every time we receive an email when the deal is either "Closed Won" or "Closed Lost", to bring back the Deal to the "Negotiations" stage and mark with high priority. 

This is our setup:

Deal Enrollment Trigger: 

Deal stage is any (Closed Won) or (Closed Lost) and

Deal associated to contact: any contact where 

"recent sales email replied date" was updated after property "Closed date Won/Lost" (this is a custom property). 

+ 

Set property value : Set deal property (deal pipeline and stage) to Negotiations

+

Set property value: Set deal property (priority) to High

What happens is that everytime we move manually the deal to Closed Won or Closed Lost (after the trigger), the deal is always coming back to Negotiations.

Any ideas?

[kvlschaefer]

Hi @EE7,

Thanks for reaching out! 

I can see that you currently have open tickets with our Support Team. I would encourage you to continue working with them as they are currently looking into this matter and have internal troubleshooting tools to assist with this kind of issue. 

Best,

Kristen