Managing Multiple Opportunities for a Contact in Workflows

About the Multiple Opportunities Feature

By default, a workflow triggered by an opportunity will only run for the single most recent opportunity linked to a contact. This feature allows you to change that behavior. When enabled, your workflow can run separately for each opportunity associated with a contact. Each contact-opportunity pair will have its own independent workflow execution, allowing for more granular tracking and follow-up.

How the Feature Works

When you enable the "Allow Multiple Opportunity" setting, the following behavior applies:

• Separate Executions: Each opportunity linked to a contact can enter and progress through the workflow independently.
• Updates Do Not Restart: If an opportunity is updated after entering the workflow, the workflow does not restart from the beginning. Instead, it continues from its current stage, using the new opportunity data for all subsequent actions.

Enabling the Feature

To allow a workflow to handle multiple opportunities for a single contact, you must first activate the setting in your CRM's configuration.

1. Go to Settings and select Objects, then choose Opportunities.
2. On the Opportunities settings page, locate the toggle switch labeled Allow Multiple Opportunity. It is typically found near the top of the page.
3. Toggle the switch to the ON position.
4. Remember to Save your changes.

Example Scenario

Consider a mortgage broker, Sarah, who is working with a client named Alex on two different loan applications: one for a primary residence and another for an investment property. This creates two separate opportunities in the CRM: "Primary Home Loan" and "Investment Property Loan."

Sarah has a workflow that triggers when an opportunity's status changes to "Application Submitted." The workflow waits for 24 hours and then sends Alex a follow-up email with relevant documents.

With the feature OFF: If Alex submits the "Primary Home Loan" application first, the workflow starts for that opportunity. If Alex then submits the "Investment Property Loan" application later the same day, the second opportunity will not trigger a new workflow. Only the most recent opportunity (the investment property) is considered, and it may not properly follow the workflow intended for the first.

With the feature ON: When each application is submitted, a separate instance of the workflow begins. The workflow for the primary home loan runs its 24-hour timer and sends its email. Independently, the workflow for the investment property loan also runs its 24-hour timer and sends a separate, appropriate email. Both opportunities are managed correctly and simultaneously within the system.