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Workflows

Create your first workflow

Start small with a template or blank flow, then test a useful end-to-end customer journey.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itWorkflows → create / template

Before you begin

Open Workflows in the workspace navigation. Decide which event should start the flow and which agents should receive it. Start with an unpublished draft.

Example workspace · Demo data. Follow the path from starting event to decision and action. Select the image to enlarge it.
Workflow canvas with trigger, condition, actions and settings

Example workspace · Demo data. Follow the path from starting event to decision and action. Select the image to enlarge it.

Step by step

  1. 1

    Choose a starting point

    Select a suitable template or create a blank workflow. Give it a name that states its purpose and scope.

  2. 2

    Set one trigger

    Choose the event that starts the rule. Avoid combining unrelated use cases in a first workflow.

  3. 3

    Add one condition and action

    For example, match the intended page and show a contextual invitation. Use the actual action fields and preview the copy.

  4. 4

    Try three test cases

    Run a match, a non-match and a case with missing data. Inspect the trace to see which condition made the decision.

  5. 5

    Publish deliberately

    Review validation, publish the draft and save a narrow initial agent assignment. Verify from a real test visitor before expanding.

Good to know

A template is a starting configuration, not proof that its defaults fit your company. Replace example copy, pages and destinations before publishing.

Check the result

Test matching, non-matching and missing-data cases. Review the publication, publish the steps and save the intended agent assignments.

Questions & troubleshooting

I do not know what to choose first

Begin with the customer event you can observe. Work backward from the desired action rather than adding every available condition.

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