Step types and routing
A workflow map is laid out in lanes, one per role, with steps flowing between them. Each step has a kind, a rule for who acts, and outcomes that decide where the case goes next. Workflow admins edit steps on the canvas; the agent writes them when it designs the workflow.
Step types
| Step | What it does | Outcomes |
|---|---|---|
| Start | How a case begins — a form submitted, a table row added, a button pressed, or started by hand | — |
| Person | Someone fills in a form, completes a task, uploads a file or acknowledges a message | submitted, done, uploaded |
| Approval | Someone approves, rejects or requests changes | approved, rejected, changes requested |
| Agent | The agent does the work | done, failed |
| Notify | A notification, email or chat message | sent |
| Branch | Checks a value, such as amount over a limit | yes, no |
| Parallel / Join | Several lanes work at once, then meet again | — |
| Wait | Pauses for a set time | elapsed |
| End | The case finishes | — |
How to add a step on the canvas
- Open the workflow and select Edit.
- Select + on the line between two steps.
- Choose A person does something, An approval, A notification, A wait or An agent step.
- Select the new step to set its name, lane, who acts, form, due time and where each outcome goes under Then.
- Select Done editing. Your edits become a revision to approve.
Agent steps are changed by describing them — select Describe it and tell the agent what the step should do.
Who acts
Pick a rule in Who acts and the case finds the right person every time, straight from your org chart:
- The requester
- The requester's reporting head
- Their reporting head's head — the skip level
- A department head — the head of a named department
- Whoever holds a job title — by designation
- The workflow owner
- The home room owner
- The room's approvers
- A named person
- Whoever a field names — a person chosen on the form
- A policy admin or A workflow admin
The agent can combine rules, for example "either the finance head or the CFO", "any two of them", "one after another", or "their stand-in while they are away".
How several approvers decide
For an approval with more than one approver, choose One person decides, Everyone must approve (one rejection ends it), Any one of them (the first answer decides), A set number, or One after another.
SLAs and escalation
Each person or approval step can have a due time (SLA (minutes)) and an Escalate after (minutes) time. When a step runs past its SLA, the people on it are told it is overdue. When it reaches the escalation time, it goes up a level — by default to the requester's head's head — as a new approval or a reminder. See Cases and SLAs.
Routing reads your company structure. Keep departments, reporting heads and designations up to date and every workflow routes correctly.