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Workflows

Route a topic to the right next step

Use conditions and supported actions to direct visitors to useful help or human support.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itWorkflow builder → branch and routing 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 Start with an unpublished draft.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

    Define the routing decision

    Use exact fields for reliable facts and a topic condition for semantic questions when needed.

  2. 2

    Configure the destination

    Choose a supported handoff, response, link or update action. Explain why that destination is useful to the visitor.

  3. 3

    Prepare a fallback

    Handle unknown or mixed topics with a clarifying question or a general support path. Avoid dead ends.

  4. 4

    Test ownership and availability

    If a person is involved, verify the resulting Inbox session and what happens when no staff member is available.

Good to know

A link redirects attention; it does not prove the external team received a ticket. A callback promise needs an actual callback process.

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 visitor is sent back and forth

Review overlapping workflows and prompts. Make the handoff ownership and stop conditions explicit.

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