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Workflows

Understand workflows, triggers, conditions and actions

Build a reusable support process in one workspace and assign it to the agents that need it.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itWorkspace navigation → Workflows

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 Start with an unpublished draft.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

    Start with an outcome

    Describe the result in one sentence: “Offer help on the pricing page after repeat visits” or “Route installation questions to specialist support.”

  2. 2

    Choose the starting event

    The trigger decides when the flow is evaluated. Website events and customer-message events provide different information.

  3. 3

    Add the deciding conditions

    Use available page, conversation, contact, topic and history fields to decide which path should run. Treat absent data as a separate case.

  4. 4

    Choose the action

    Add the supported response, invitation, contact form, routing or update action. Each action’s configuration defines what the customer or team sees.

  5. 5

    Test, publish and assign

    Use the test panel first. Publish reviewed steps, then save which agents receive the workflow. A draft and a live assignment are separate states.

Good to know

Workflows belong to the workspace. They are not copied independently into each agent’s settings.

Only actions and events offered by the builder are supported. A visual workflow is not a general-purpose background job runner.

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

My flow saved but does not run

Check publication, agent assignment, trigger, conditions and whether the event is supported in that channel.

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