Flows: Troubleshooting and FAQs

Understanding the current limitations of Neodeluxe Client Portal's Flows is key for effective troubleshooting. We are continuously working to enhance the Neodeluxe Client Portal and Flows to expand capabilities. If you’d like to request a specific feature or functionality for Neodeluxe Flows, please share your feedback by creating a post here.

Filevine Projects Are Not Enrolling in the Flow

If your Filevine projects are not enrolling in a Flow, follow these steps to diagnose and resolve the issue:

1. Review Entry and Exit Criteria

• Confirm the Project Type for the case matches the Project Type defined in the Flow.
• Confirm that the selected Data Source(s)* match the location of the variables being assessed when configuring criteria.
• For more information on Flow Entry and Exit Criteria, please read Setting Flow Entry and Exit Criteria.
• Ensure the Filevine project data matches the Flow's entry criteria.

2. Check Logical Conditions

Verify that the logic for criteria is correctly applied:

• Mutually exclusive conditions (e.g., "Initial Date > 2023" AND "Initial Date < 2022") will prevent enrollment since no project can meet both conditions simultaneously.
• Conditions within a criterion use AND logic (Condition 1 AND Condition 2… AND Condition N). All must be true to trigger entry/exit.
• Separate criteria use OR logic (Criterion 1 OR Criterion 2… OR Criterion N). Any one being true will trigger entry/exit.

3. Verify Flow Status

• Ensure the Flow is Active and Live. 
• For more information on Flow Status, please visit Go Live/Publish a Flow and Reactivating Flows, Messages, and Tasks.

4. Check for Schema Changes

• If the data source schema has been modified (e.g., sections updated or fields deleted in the Filevine project type template), the Flow may fail. 

Why Can't I Use Certain Fields When Establishing Flow Criteria?

If you're unable to use certain fields when setting up Flow criteria, follow these steps to resolve the issue:

1. Check Field Support

• Ensure that the field you're trying to use is supported by the Flow criteria. For more information about any field restrictions, please review Criteria Restrictions.

2. Manually Refresh the Flows Data Source

• Refresh the Flows Data Source to update the available variables. For guidance on how to do this, refer to the article: Manually Refreshing the Data Source in Neodeluxe.
  NOTE: Neodeluxe will soon support real-time data synchronization.

3. Verify the Field's Status

Ensure the field is marked as Active. To check, follow these steps:

1. Go to the Admin page and select Neodeluxe Portal from the menu.
   
   
2. Select Flows Data Source and navigate to the Vineportal tab.
   
   
3. Locate the relevant field in the grid and click the Edit icon (Pencil icon) to change its settings.
   
   
4. Turn on the Is Active toggle and then click the Save icon.
   
   
   
5. Save the changes by clicking the Save button in the button left corner and refreshing the page.
   

Why Can't I Visualize Dropdown Field Values When Establishing Flow Criteria?

This issue occurs when the Input Type for the field has been configured as a Text field, which prevents the dropdown values from displaying. To enable the existing dropdown values, follow these steps:

NOTE: This configuration only works for fields with the Type Class: Text.

1. Go to the Admin page and select Neodeluxe Portal from the menu.
   
   
   
2. Select Flows Data Source and navigate to the Vineportal tab.
   
   
   
3. Locate the relevant field in the grid and click the Edit icon (Pencil icon) to change its settings.
   
   
   
4. Set the Input Type to Dropdown and click the Save icon.
   
   
   
5. Save the changes by clicking the Save button in the button left corner and refreshing the page.
   
   
   

Why Are Users Not Receiving the Flow’s Tasks and Messages?

If your clients and other portal users are not receiving the tasks and messages from a Flow, use the following checklist to identify and resolve the issue:

1. Verify Recipient Roles

• Ensure that the Recipient Role(s) selected in the tasks and messages match the roles assigned to the intended users.

2. Verify Flow Status

• Ensure the flow is Active and Live. 
• For more information on Flow Status, please visit Go Live/Publish a Flow and Reactivating Flows, Messages, and Tasks.

3. Verify Message and Task Status

• Verify that the tasks and messages within the Flow are marked as Active.

4. Review Time Period and Unit of Measure

• Check the time settings for each message. A large Time Period combined with its Unit of Measure (e.g., weeks, months) might result in messages being scheduled for far into the future, causing significant delivery delays.

Why is a Message Not Showing Custom Variable Values?

If custom variable values are not displaying in a Flow’s message, follow these steps to resolve the issue:

1. Compose the Message Properly

• Ensure the message content is correctly written and formatted.

2. Verify Variable Notation

• Confirm you are using the correct variable syntax by enclosing variables in double curly braces (e.g., {{VariableName}}).
• Ensure all variables in the message are copied directly from the Available Variables section in the message interface.

3. Check Delivery Method

• Verify that the appropriate Delivery Method (Email, In-App Notification, and/or SMS) is selected for the message.

4. Test the Message

• Test the communication to ensure the variables populate correctly. For step-by-step testing instructions, visit Testing a Flow Message.

I Can’t Find the Flows Page In Neodeluxe

If you're unable to locate the Flows page in Neodeluxe, consider the following:

Portal Version

The Flows feature is part of the Premium version of Neodeluxe Client Portal. Ensure that your organization has purchased this version to access Flows. For a comprehensive list of features available in the Premium version, refer to the Neodeluxe Client Portal Features Catalog.

User Permissions

Only Admin roles have access to the Flows page, so Portal Users will not see the Flows page.

What Happens to An Enrolled Project When I Create New Messages or Tasks in a Live Flow?

For projects already enrolled in a live Flow:

• Newly added tasks and messages will be included in the Flow for those projects only if the flow step containing them has not yet been executed.
• Steps already completed by the enrolled project will not retroactively include new tasks or messages.

This ensures that changes to the flow apply seamlessly without disrupting progress for currently enrolled projects.

When Does a Flow Complete Its Stages?

A flow is considered complete for an enrolled project in either of the following scenarios:

1. Completion of Messages and Tasks: All messages and tasks outlined in the flow are completed as part of the project resolution.

2. Meeting Flow Exit Criteria: The project meets the defined Flow Exit Criteria, triggering the flow to end.

These conditions ensure that Flows conclude efficiently based on either task completion or predefined criteria.

Can I Create Different Flows with the Same Criteria and Different Messages and Tasks?

If a project has already been enrolled in a Flow and has completed its stages or met the exit criteria, it cannot be re-enrolled in the same Flow. This ensures that projects do not repeat the flow process once they’ve reached a resolution or completed the required steps.

To re-enroll a project, you would need to modify the flow criteria or create a new Flow with different conditions.

"Go Live" Activation Restrictions

A flow can be activated/published ("Go Live") when it satisfies one of the following conditions:

1. Flow with Active Tasks: The flow does not contain any messages, but it has at least one active task.

2. Flow with a Single Active Message: The flow has only one active message, making it eligible to go live.

3. Flow with Multiple Active Messages: The flow has multiple active messages, but all active messages are properly chained (i.e., they are correctly linked and sequenced).

These conditions ensure that a flow is functional and capable of delivering tasks and messages when it goes live.

The Communications page is NOT used to create messages within a Flow. The Communications page is used only to send one-time mass communication messages through a Filevine Report ID. 

To include messages in an automated Flow, ensure that the messages are created within the Flows page.

For detailed instructions on creating messages within a flow, please visit the Creating a Flow Message article.

Flow Forms vs. Project Forms Page

The Neodeluxe Project Forms page is NOT used to create forms for tasks that are part of a Flow.

To include Forms in Flow tasks, ensure that the forms are created within the Form Builder and/or picked from within the Flows Task section.

For detailed instructions on creating Flow Tasks with forms, please visit the Creating Flow Tasks article.

Have Questions or Issues?

If you have any questions or you are experiencing issues with accessing or using Neodeluxe Client Portal Flows, please contact our Product Support Team:

• Email: help@neostella.com
• Submit a Request: Click here to submit a ticket

Our Product Support Team is available Monday through Friday, from 8:00 AM - 5:00 PM CST.