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Workflows

Store and reuse custom workflow data

Use explicit data keys for routing context without confusing them with verified customer identity.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itWorkflow builder → set/clear field actions and custom-field conditions

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 Start with an unpublished draft.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. 1 — Conditions decide whether the action path is eligible. Select the image to enlarge it.
Workflow branch inspector with page condition and all/any match controls

Example workspace · Demo data. 1 — Conditions decide whether the action path is eligible. Select the image to enlarge it.

Step by step

  1. 1

    Choose a stable key

    Use a letter followed by letters, numbers or underscores as offered by the validator. Use a purpose-based key such as support_topic rather than an ambiguous label.

  2. 2

    Set or clear the value

    Add the supported field action at the intended point. Store only the value necessary for the next routing decision.

  3. 3

    Add a later condition

    Select the custom-field condition, the same key and the correct operator. Use is set/is not set where absence matters.

  4. 4

    Test the lifecycle

    Check a new visitor, a visitor with the field and a case where it was cleared. Inspect actual run inputs and avoid assuming the value follows someone across every device.

Good to know

Workflow data is routing context. Setting a field called verified_email does not verify an email address or authorise access to a customer account.

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

The condition never matches

Check the key spelling, event order, value/operator and whether the current conversation has that data.

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