IN BRIEF:
Autopilot Workflows allow administrators to automate routine communications and actions, such as billing notifications, policy reminders, and follow up communications.

• Overview
• Accessing the Feature
• Choosing Communication Types
• Copying Autopilot Workflows
• Configuring Available Workflows
• Configuring a scheduled event
  • Daily
  • Weekly
  • Monthly
  • Yearly
• Best Practice Recommendations
• Troubleshooting & FAQs
• Related Articles

Interactive Demos for configuring Autopilot workflows can be found in the Education Corner, accessible from the Office Portal's "Welcome" screen.

Overview

Autopilot Workflows are automated processes that trigger specific communications or actions based on defined criteria. These workflows help streamline recurring tasks such as notifying families about overdue balances, expiring payment methods, or upcoming birthdays.

Workflows are divided into two main types:

• Event-driven workflows – Trigger when a specific event occurs, such as an enrollment creation or drop.
• Schedule-driven workflows – Trigger at a defined time or interval, such as on the first of the month or a set number of days before an event.

All Autopilot communications are controlled by templates located under SETTINGS>SETUP>GENERAL SETTINGS>COMMUNICATION TEMPLATES. Unless specifically stated otherwise, these templates are located on the "Autopilot" tab.

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Accessing the Feature

To manage and add Autopilot workflows, navigate to AUTOPILOT>WORKFLOWS in the Office Portal.

Only account administrators, staff members who have been granted “Admin Access”, or staff members who have been granted the “Autopilot” Tasks permission can copy or edit Autopilot workflows.

The “Autopilot” Tasks permission has three states:

• None - The "Autopilot" icon on the navigation toolbar will be disabled and staff will not be able to access the page.
• View - The staff member will be able to access the Autopilot page but will only be able to view existing workflows/activity/audit log entries. They will not have any permissions to add/edit/cancel/delete workflows.
• Full - The staff member will be able to access the Autopilot page and will have full control to add/edit/cancel/delete workflows.

NOTE: Any staff member with permission to access Autopilot will be able to view all Background Tasks triggered by Autopilot workflows.

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Choosing Communication Types

Autopilot Workflows can deliver messages via Email, SMS/Text, or Push Notification. Each method serves a different purpose:

• Email – Best for reminders, marketing, or non-urgent messages. Emails generally have lower open rates, so reserve them for important updates that do not require immediate action.
  • Send to All - if enabled, sends communications to all email addresses associated with the family account.
• SMS/Text Message – Ideal for urgent communications or when you need the customer to act quickly.
  • Send to All - if enabled, sends communications to all phone numbers associated with the family account.
• Push Notification – Least intrusive and well-suited for quick reminders or status updates for families already using the Mobile App. Note that Push Notifications are sent to all devices linked to a family, not to individual guardians.

NOTE: Autopilot respects all email/SMS opt-in preferences when delivering messages.

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Copying Autopilot Workflows

Default Autopilot Workflows cannot be edited directly. Instead, they must be copied into your account before customization.

1. From the Office Portal, navigate to AUTOPILOT>WORKFLOWS>"Add a Workflow."
2. Locate the workflow you want to copy and click on the icon.
3. The workflow will automatically be copied to your account and will open in the Workflow Editor.
4. After configuring the workflow, Save your changes.
5. When you are ready, Enable the workflow to begin using it.

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Configuring Available Workflows

After copying a workflow, configuration options allow you to customize how and when the workflow runs.

Each workflow may include unique criteria specific to its purpose. See the linked article below for detailed configuration steps and best-practice recommendations.

• Automated Billing - Anniversary Charges
• Automated Billing - Apply Credits 
• Automated Billing - Capture Payments 
• Automated Billing - Class Tuition Charges (Monthly) 
• Automated Billing - Class Tuition Charges (Session) 
• Automated Billing (Monthly)
• Automated Billing (Weekly)
• Automated Billing with Anniversary Charges (Monthly)
• Check for Policy Acceptance Upon Enrollment
• Dropped Enrollment Follow Up
• Expire Makeup Tokens
• First Class Enrollment Follow Up
• Invalid Payment Information
• Missing Policy Acceptance
• Mobile App Not Downloaded After Enrollment
• New Family Created with No Enrollments
• Overdue Balance
• Party Follow Up
• Payment Method Expiring
• Send Communication Before First-Ever Active Class Enrollment
• Send Waitlist Offer
• Trial Enrollment Follow Up
• Upcoming Anniversary Charge Notification
• Upcoming Birthday
• Upcoming Charge Due

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Best Practice Recommendations

1. Review workflow logic carefully before enabling it.
2. Test copied workflows in a low-impact scenario to confirm timing and delivery.
3. Enable only those workflows that support your current communication strategy.

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Configuring a scheduled event

Scheduled events can be configured to suit your needs. Each section of the schedule will offer different options based on the selected Frequency.

NOTE: A Preview will be shown listing the next five occurrences based on the selected values.

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Daily

• Repeat every X days (maximum of 365 days).
• Start Date
  • Automatically defaults to the next valid occurrence from the current date. If a different date is selected, the system will calculate the next valid occurrence from that date based on your configuration.
• Time
• Ends
  • Never
  • On date
    • End date (inclusive through the end of the selected day)

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Weekly

• Repeat every X week (maximum of 52 weeks)
• On these days - Select one or more days of the week
  • Start Date
    • Automatically defaults to the next valid occurrence from the current date. If a different date is selected, the system will calculate the next valid occurrence from that date based on your configuration.
  • Time
  • Ends
    • Never
    • On date
      • End date (inclusive through the end of the selected day)

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Monthly

• Repeat every X month (maximum 12 months)
• On specific date - e.g., on the 15th
  • Day of the month
  • Start Date
    • Automatically defaults to the next valid occurrence from the current date. If a different date is selected, the system will calculate the next valid occurrence from that date based on your configuration.
  • Time
  • Ends
    • Never
    • On date
      • End date (inclusive through the end of the selected day)
• On nth day – e.g., on the 2nd Tuesday
  • Nth
    • 1st
    • 2nd
    • 3rd
    • 4th
    • Last
  • Day of week
  • Start Date
    • Automatically defaults to the next valid occurrence from the current date. If a different date is selected, the system will calculate the next valid occurrence from that date based on your configuration.
  • Time
  • Ends
    • Never
    • On date
      • End date (inclusive through the end of the selected day)

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Yearly

• Repeat every X year (maximum 5 years)
• On specific date – e.g., on January 10th
  • Month
  • Day
    • 1-31 or Last Day
  • Start Date
    • Automatically defaults to the next valid occurrence from the current date. If a different date is selected, the system will calculate the next valid occurrence from that date based on your configuration.
  • Time
  • Ends
    • Never
    • On date
      • End date (inclusive through the end of the selected day)
• On nth day – e.g., Month: third Tuesday of January
  • Month
  • Nth
    • 1st
    • 2nd
    • 3rd
    • 4th
    • Last
  • Day of week
  • Start Date
    • Automatically defaults to the next valid occurrence from the current date. If a different date is selected, the system will calculate the next valid occurrence from that date based on your configuration.
  • Time
  • Ends
    • Never
    • On date
      • End date (inclusive through the end of the selected day)

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Troubleshooting & FAQs

• Why did my workflow not send any messages?
  • Review the Autopilot Activity Log entry for the specific workflow instance to verify that the system found eligible recipients based on the workflow criteria.
  • Verify that you have selected a valid communication type for the workflow. (e.g., ensure that the SMS feature is enabled if you selected that communication method).
  • Ensure that the workflow is enabled.
• Can I change which communication template is sent?
  • While staff cannot select a different communication template, the email, SMS, and Push notification versions of the template used by the workflow can be edited under SETTINGS>SETUP>GENERAL SETTINGS>COMMUNICATION TEMPLATES.
• Can workflows be customized differently per Location?
  • No. The workflow will consider activity and/or enrollments at any Location when triggered. However, the communication templates can utilize variables to include Location-specific information such as addresses and phone numbers.

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Related Articles

• What is Autopilot?
• How Do I View the Workflow Activity and Audit Logs?
• Which Automated Email Templates are Available? (Autopilot Templates)

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