Each workflow step may change a conversation, customer data or an outgoing message. Put steps in dependency order and avoid actions that retrigger the workflow unintentionally.
Before you start
Have a defined trigger, conditions and test conversation. Know who receives the case if a step fails.
Steps
- 1
Add one action
Choose an assignment, label or message action supported by the editor and provide required inputs.
- 2
Order the steps
Update data before later steps read it, and define what happens after each branch.
- 3
Review messages
Check copy, variables, channel and recipient before testing.
- 4
Test the path
Trigger the flow on a test conversation and inspect actual assignment, data and outgoing messages.
- 5
Prevent loops
Check whether an action retriggers the workflow; add a stopping condition or change the trigger.
Check the result
Actions happen once and in order, with no unintended outgoing message.