Embedded Client Communication Flows
Completed · DecisionHR
A workflow-automation project at DecisionHR that removed manual steps from new-client onboarding communication.
Business problem
Specialists prepared each welcome and scheduling email manually and looked up client contact details every time. Coordinating availability took a lot of back-and-forth, so my supervisor and I decided to add Calendly for quick scheduling.
My role
Designed and built both email flows, the nested selection flow, and the Lightning page that hosts them.
Approach
Followed the implementation process to see where specialists spent time, which fields they looked up, and which emails they sent most often, then mapped where scheduling delays came from.
What I built
Created two email flows, "Welcome Email" and "1st Call Scheduling," that pull the correct contact, date fields, and assigned specialist directly from Salesforce. A nested flow on the Lightning page lets the specialist choose which message to send and review it before it goes out. Calendly was added so clients can book time directly.
How I approached it
- Screen Flows with record lookups that populate the correct client contact and assigned specialist
- HTML email bodies with dynamic content for dates, specialist names, and client-specific details
- Nested selection flow offering a choice between the two communications
- Lightning App Builder page placing the send experience where specialists already work
- Calendly scheduling to remove back-and-forth over availability
- Review-before-send step keeping a person in control of every message
Tools used
- Salesforce Flow
- Screen Flows
- Lightning App Builder
- Calendly
Business value
Specialists could send accurate, personalized onboarding emails without leaving Salesforce or looking up contact information manually. Internal details are confidential.
Skills demonstrated
- Process improvement
- Workflow automation
- Requirements analysis
- User-centered process design
- Testing
What I took from it
Designing for the person clicking through the process matters as much as the logic behind it. Fewer screens and clearer labels drove adoption.
Confidentiality note: this project was completed for DecisionHR. No company data, screenshots, client information, internal system structures, or proprietary details are shown. Illustrations on this page are conceptual.