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Workflows

Control workflow priority and stop behavior

Make overlapping rules predictable by ordering them and defining when routing should continue.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itWorkflows → priority / path actions

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 Start with an unpublished draft.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

    List overlapping scenarios

    Identify events where two workflows or branches could both match, such as a general page invitation and a specific support-topic rule.

  2. 2

    Put specific rules first

    Use the supported ordering controls. The first matching branch takes precedence within its evaluated flow.

  3. 3

    Review continuation

    A matching path normally stops routing unless configured to continue. Use the supported stop/call controls at the intended path boundary.

  4. 4

    Test collisions

    Create a case matching both rules and inspect the trace. Confirm the expected action happens once and the fallback still handles unrelated visitors.

Good to know

More matching rules do not necessarily mean every action should run. Avoid several flows collecting the same contact details or showing competing invitations.

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

An expected later flow is skipped

Inspect the earlier matched path and its continuation/stop behavior before changing the later conditions.

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