Workflows & Automations

Understanding Workflow Stages for Applications

Workflow stages help you track where each application is in your review process.

Use workflow stages when you need to:

Understand where an application is in the review process (for example, Review vs. Pending-Approval).
Confirm what actions are available for a specific staff role in the workflow.
Find applications in a specific Status in the application queue.
Understand the difference between internal workflow states and applicant-facing labels (if your program uses STATE LABELS).

Open the program you want to review.
Go to the APPLICATIONS TAB.
Select All Applications to see a queue view of all submitted applications for the program.
In the queue, find the Status column to see each application’s current workflow status.
(Optional) Use the Status filter to view only applications in a specific workflow status.
Click the Application ID (the clickable ↗ link) to open the full case and review the application details.
If you need to confirm what the workflow looks like by role, go to Manage Program and open the Workflow Editor and use the dropdown icon on the right to view each role’s forms and actions.

Your program likely uses one of two workflow types: Individual/Business or Case Management.

For Individual and Business Program Template Workflows, common stages include:

Application Received: An applicant has submitted an application and it has been logged into the system.
Review: Staff are checking basic eligibility and completeness.
QA/QC-Ready (Final Review) and QA/QC: Quality review for accuracy and compliance.
Pending-Approval, Approved, Customer-Approved: The application is awaiting a final decision or has been approved.
Awarded, Award Redeemed, Complete: The award is granted, used, and the application reaches a terminal “complete” state.

Return, denial, appeal, and finance-related stages may also appear, such as:

Waiting-On-Applicant, QA/QC-Returned, Customer-Returned, Finance-Returned
Fraud, Pending-Denial, Denied, Appealed, plus appeal outcomes like Appeal-Approved and Appeal-Denied
Finance-Ready, Finance-Review, Finance-Approved

For Case Management Program Template Workflow, common stages include:

Case-New, Case-Assigned, Review-Needed, Review-Scheduled, Review-Completed

Choosing the wrong workflow template during program setup. The workflow template cannot be changed once selected—you may need to create a new program if the wrong template is chosen.
Assuming applicant-facing labels change what staff see. Staff continue to see the original workflow states in the queue and application detail views.
Forgetting that roles control actions. The workflow depends on access roles assigned to your Program Team, and each role may have different forms and actions available.

During program setup, confirm you are selecting the correct workflow type (for example, Individual/Business vs. Case Management) since the template can’t be changed later.
In the Workflow Editor, use the dropdown icon on the right to review what each role can do and confirm the right access is in place to move applications through stages.
If you want applicants to see clearer, friendlier language, use the STATE LABELS tab to set public-facing labels while keeping internal workflow states staff-only.

Can I change a workflow template after it’s selected?

No. The workflow template cannot be changed once selected. If the wrong template is chosen, a new program will need to be created.

Will applicants see internal workflow states like “Fraud”?

Not necessarily. Internal workflow states remain visible only to staff, and applicants can be shown friendlier labels through STATE LABELS.

If I edit a state label, will staff see the new label in the queue?

No. Case workers and reviewers continue to see the original workflow states in the queue and application detail views.

Where can I see an application’s current workflow status?

In the All Applications queue, review the Status column to see the current workflow status for each application.