Client-Initiated Flows empower your clients to start new workflows directly from their Client Portal, without requiring internal users to manually initiate the process. This feature introduces a self-service capability, allowing clients to kick off structured processes like onboarding, service requests, or at their convenience, while ensuring your teams retain full governance and oversight. This creates a seamless experience for clients while maintaining structured oversight and timely execution for your teams.
Value Delivered
Client-Initiated Flows streamline process initiation, reduce operational overhead, and enhance the overall client experience by combining self-service flexibility with organizational control.
- For clients: Empowerment to take action instantly and faster TTFV.
- For teams: Reduced workload and faster turnaround.
- For businesses: Scalable, structured engagement that maintains compliance and visibility.
With predefined roles and templates, every Flow maintains accuracy, compliance, and consistency across client interactions. As client volumes grow, operations scale effortlessly without added overhead or loss of control. This responsiveness not only accelerates turnaround but also fosters structured, timely engagement that strengthens client trust and overall experience.
Setup Guide
Setting up Client-Initiated Flows involves configuration at two levels: template level setup and Admin setup before it becomes available in the client portal.
Flow Template Setup
To make a Flow Template available for client initiation:
- Open the desired Flow Template.
- Click on Start Link and enable it. This generates the link that anyone, authenticated or unauthenticated, can use to start a workflow.
- In the configuration dialog box, specify the following:
- Workspace Owner: A default internal user who will be assigned as the workspace owner.
- Workspace Initializer Role: The role assigned to the client user initiating the Flow.
- Link: Copy and share directly via email, messaging, or links.
- Embed HTML Code: Embed flows directly into websites or portals.
- QR Code: Download and enable quick mobile access and offline-to-online transitions.
- Save the configuration.
Start Link is supported for all templates, including those that are private
or
inside folders. However, making a template available to select from the 'Start'
button in the client portal requires that the template be shared and in the
root
folder.
Only templates with Start Link enabled will be available for selection
by admins during setup.
Managing Start Link via Templates
Access and manage Start Link directly from the Template Preview page or via the ‘...’ ellipsis icon in the Flow Templates.
Admin Setup
Once templates are configured for client initiation, org admins can publish them to the client portal.
- Navigate to the Admin Portal.
- Find the Client Portal section and click Modules.
- Select Client-Initiated Flows, and click the New Flow button.
- Choose from any Flow Templates that have Start Link enabled.
- Define the following for each template:
- Title: Display name for the client view.
- Description: Explanation of what the process entails.
- Select Flow Template: Choose any Flow Templates that have Start Link enabled and click Continue.
- Access Permissions: Choose between ‘All Clients’ or ‘Specific Client groups who can access the Flow.
- Display Order: Arrange how templates appear in the Client Portal.
- Save your configuration.
Client Portal Experience
Once configured by an Admin, clients can initiate Flows in two different ways, depending on how the Flow has been made available.
Client-initiated Flows via + Start Flow:
- Log in to your Client Portal.
- In the “Your Flows” module, click Start.
- Clicking + Start opens a dialog listing all available Flow Templates configured for their access.
- Select the desired template and click Continue.
- A new Flow Workspace is automatically created with pre-assigned roles and members.
Starting a Flow via Start Link or QR Code:
Clients can also initiate Flows from outside of Moxo using a Start Link, QR code, or embedded experience (for example, on a website or email).
- Clients access the shared link or QR code from any external touchpoint.
- They are directed to a Start Flow page, where they provide the required information.
- Submitting this information automatically kicks off the Flow and creates a new Flow Workspace.
This option allows workflows to be initiated without logging into Moxo, making it ideal for public-facing processes or lightweight client onboarding scenarios.
For teams using the Moxo Flow package, a Start button appears in the top-right corner of their Moxo view. Upon clicking Start, clients can review the Flow Templates available to them and select the appropriate template to initiate a new process.
Governance and Access Control
- Only templates explicitly configured for Start Link are available to admins for publishing.
- Admins control which external users can see or use specific templates (e.g., differentiating between clients and partners).
- Each Flow launched by a client inherits the default users and roles set at the template level, maintaining consistency and oversight.
Common Use Cases
Client-Initiated Flows can support a variety of workflows across industries and teams:
- Client Onboarding: Allow clients to trigger onboarding flows immediately after signing a contract.
- Service Requests: Clients can initiate a flow to request support, maintenance, or campaign updates directly from their portal.
- Project Kickoffs: Empower clients or partners to start new projects or deliverables without back-and-forth coordination.