Workflow & statuses
Beyond the 5 standard statuses, Swifto lets you define custom workflows: a sequence of named steps, each assigned to a responsible (by department, position and user), with color, edit right and email notification. A complaint nature attached to a workflow then follows this path, from filing to resolution.
Overview
A complaint workflow replaces the 5 standard statuses with a path specific to your organization. It is made up of ordered steps (each step points to a parent step), the last of which (last rank) closes the case with an outcome of Approve or Reject. Each step is entrusted to a specific responsible; only that responsible can move the complaint forward while it is at their step.
Why a workflow?
- Steps named after your own processes
- Responsible identified at every step
- Automatic email notifications
- End-to-end traceability
Attachment
A workflow is attached to a complaint nature. All complaints of that nature then follow the workflow; the others remain on the 5 standard statuses. See the customer, sales rep, field seller registers.
The workflow is optional: if no nature is attached to it, the module works with the 5 standard statuses (New complaint → Handling in progress → Handled → Satisfied / Not satisfied).
Access & configuration
Left-hand side menu: Complaints → Settings → Complaint workflow. This is also where Types and Natures of complaint are configured.
Types — complaint families (Product quality, Delivery…).
Natures — precise reasons; carry the workflow attachment and the fields (item, invoice, photos).
Workflows — paths of named steps with responsibles.
List of workflows
The list catalogs the defined workflows (label + description). Each row offers the detail and the flowchart of the path.
| Label⇅ | Description | |||
|---|---|---|---|---|
| After-sales product complaint | Filing → After-sales review → Management decision | |||
| Billing dispute | Filing → Accounting check → Manager approval |
| Column / Action | Description |
|---|---|
| Label | Name of the workflow (and Arabic version if the company is bilingual). |
| Description | Summary of the path. |
| Detail | Opens the workflow and the list of its steps. |
| Flowchart | Displays the diagram of the path (section 7). |
| Delete | Deletes the ticked workflow (privilege GWorkFlowReclamation · deletion). |
Create a workflow
Click New. Enter a label and a description, then build the list of steps in the panel below.
| Label | Responsible | Parent | |||
|---|---|---|---|---|---|
| Filing | — | (root) | |||
| After-sales review | Sami KAABI (After-Sales) | Filing | |||
| Management decision | Leïla MANSOUR (Management) | After-sales review |
Each step points to its parent step (the previous step). The first step has no parent (root of the path); the last is marked "last rank" and carries the final outcome.
Add a step
The New button in the steps panel opens the step window. Here you name the step, and choose its parent, its responsible, its color and its options.
New workflow step
Fields of a step
| Field | Role |
|---|---|
| Label | Displayed name of the step (and Arabic version in a bilingual company). |
| Parent | Previous step in the path (empty = root / first step). |
| Last rank | Yes = terminal step, carrying the final outcome (Approve / Reject). |
| Explanation | Yes = a comment is required to pass this step. |
| Edit right | Yes = the responsible can still edit the complaint at this step. |
| Department → Position → User | Cascading designation of the step's responsible (section 6). |
| Color | Color dot of the step (free choice, except at the last rank where it follows the outcome). |
| Email notification | Yes = an email is sent on arrival at this step, to the entered list of emails. |
| Description | Free note about the step. |
Last rank — when a step is marked as last rank, you no longer choose a responsible but the outcome: Approve (green) or Reject (red). The dot's color then automatically follows this outcome.
Step responsible
A step's responsible is designated through three cascading lists: you first choose the department, which filters the positions, which in turn filter the users. The selected user becomes the responsible: only they can move a complaint forward once it reaches this step.
Department
e.g. After-Sales
Position
e.g. Technician
User
e.g. Sami KAABI
On the handling side, in the detail of a complaint under workflow, the status menu only offers the accessible steps and can only be edited by the responsible of the current step — see Handle a complaint.
If Email notification is enabled on the step, an email is sent to the entered addresses as soon as the complaint reaches this step — useful for alerting the responsible or a shared mailbox.
Flowchart of the path
The Flowchart button displays the path as a diagram: each step is a block linked to its parent, and the terminal step is colored according to its outcome (green = approved, red = rejected).
flowchart TB A[Filing]:::st --> B[After-sales review
resp. Sami KAABI]:::w B --> C{Management decision
resp. Leïla MANSOUR}:::p C -->|Approve| D[Closed · Approved]:::ok C -->|Reject| E[Closed · Rejected]:::ko classDef st fill:#FEE2E2,stroke:#EF4444,color:#991B1B; classDef w fill:#FEF3C7,stroke:#F59E0B,color:#92400E; classDef p fill:#f3f1ff,stroke:#7366fe,color:#1f1c3d; classDef ok fill:#D1FAE5,stroke:#10B981,color:#065F46; classDef ko fill:#FEE2E2,stroke:#EF4444,color:#991B1B;
The flowchart can be viewed at any time from the list of workflows as well as from the creation screen — handy for reviewing the path before attaching it to a nature.
From filing to resolution
Once the workflow is attached to a nature, here is how a complaint moves, step by step:
Filing
The complaint is created; it is placed at the first step of the workflow (instead of "New complaint").
Assignment to the responsible
The step's responsible is notified (if email is enabled). Only they can move the case forward to the next step.
Handling & progress
At each step, the responsible may enter an explanation, can edit the complaint (if the edit right is open), then pushes it to the next step.
Closure (last rank)
At the terminal step, the case closes with an outcome of Approved or Rejected, and feeds the quality dashboard.
Standard vs Workflow
| Aspect | 5 standard statuses | Custom workflow |
|---|---|---|
| Steps | Fixed: New · In progress · Handled · Satisfied · Not satisfied | Free-form & named to your processes |
| Responsible | Any authorized agent | A responsible assigned per step |
| Who moves it forward | Support agent / manager | Only the current step's responsible |
| Notifications | — | Email on arrival at a step (optional) |
| Status column display | Standard label + smiley | Step label (step's color) |
| Activation | By default | When a workflow is attached to the nature |
Business rules
Chaining by parent — the order of steps is defined by the parent field; the path stays consistent as long as every step (except the root) has a parent.
Exclusive responsible — only the current step's responsible can move the complaint forward; other users see it read-only.
Outcome at last rank — the terminal step carries the outcome (Approve / Reject) and its color follows from it; it is what closes the case.
Explanation & edit right — set per step: a step can require a comment and/or allow editing of the complaint.
Roles & permissions
| Action | Step responsible | Manager | Admin |
|---|---|---|---|
| View a workflow | ✅ | ✅ | ✅ |
| Create / edit a workflow | — | ✅ | ✅ |
| Move a step forward | ✅ (their step) | ✅ | ✅ |
| Delete a workflow | — | — | ✅ |
Indicative matrix — depends on the GWorkFlowReclamation privileges (creation, edit, deletion) of your company.
FAQ & Tips
How do I activate a workflow on my complaints?
Attach it to a complaint nature in Complaints → Settings → Natures. All complaints of that nature will then follow the workflow.
I can't move a complaint under workflow forward?
The current step is assigned to another responsible. Only that responsible can push it to the next step.
Tip — keep the path simple
Start with 3 to 4 clear steps (Filing → Review → Decision → Closure) and check the flowchart before attaching the workflow to a nature.
