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This guide provides detailed instructions for creating effective workflows using the Workflow Builder.

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Planning your workflow

Before building, consider:
  1. What process are you automating? - Map out the business process
  2. What are the steps involved? - Identify each action or decision point
  3. Who needs to act? - Determine human vs. automated steps
  4. What conditions exist? - Identify branching logic
  5. What data flows through? - Plan data requirements

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Accessing workflow management

  1. Navigate to the Admin Portal
  2. Click Workflow Management in the left sidebar
  3. You’ll see all existing workflows listed

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Creating a template

  1. Click Create Workflow (top right)
  2. Enter workflow details:
    • Name - Descriptive identifier
    • Description - Purpose and scope
  3. Click Create

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Version management

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Creating a version

  1. Open a workflow from the list
  2. Click Add Version
  3. Configure:
    • Version number - Use semantic versioning (e.g., “1.0.0”)
    • Starter version - Optionally copy from existing version
  4. Click Create to open the editor

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Version lifecycle

DRAFT → PUBLISHED → ACTIVE
  │                    │
  └── (edit allowed)   └── (in production)

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Using the workflow editor

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Interface overview

PanelLocationPurpose
Steps PanelLeftAvailable step types
CanvasCenterVisual workflow design
ConfigurationRightStep settings

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Adding steps

  1. Drag a step type from the Steps Panel
  2. Drop it onto the Canvas
  3. Click the step to configure

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Connecting steps

  1. Hover over a step to reveal handles
  2. Drag from the source handle
  3. Drop on the target step’s input handle
  4. A transition line appears

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Configuring steps

When you select a step, the Configuration Panel shows:
  • Basic info - Name, ID, description
  • Step-specific settings - Varies by type
  • Output schema - Expected output structure
  • Group assignment - UI organization

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Building step flows

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Linear flow

The simplest pattern - steps execute one after another: 
START → Task 1 → Task 2 → Task 3 → END

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Conditional branching

Use exclusive split for yes/no decisions: 
START → Check Status → [EXCLUSIVE SPLIT]
                              │
                    ┌─────────┴─────────┐
                    ▼                   ▼
              (approved)           (rejected)
                    │                   │
                 Process             Notify
                    │                   │
                    └─────────┬─────────┘
                              ▼
                             END
Configuration:
  1. Add GATEWAY_EXCLUSIVE_SPLIT
  2. Create two outgoing transitions
  3. Set condition on one: __context__.status = 'approved'
  4. Mark the other as default

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Parallel execution

Run multiple paths simultaneously: 
START → [PARALLEL SPLIT]
              │
    ┌─────────┼─────────┐
    ▼         ▼         ▼
  Task A   Task B    Task C
    │         │         │
    └─────────┼─────────┘
              ▼
       [PARALLEL JOIN] → END
Configuration:
  1. Add GATEWAY_PARALLEL_SPLIT
  2. Connect to all parallel tasks
  3. Connect all tasks to GATEWAY_PARALLEL_JOIN
  4. Connect join to next step

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Sub-workflows

Execute child workflows for modular design:

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Single sub-workflow

{
  "type": "SYS_SUB_WORKFLOW",
  "mode": "SINGLE",
  "childWorkflowTemplateVersionId": "child-version-id",
  "inputMapping": [
    {
      "targetPath": "customerId",
      "value": {
        "type": "field",
        "ref": { "source": "CONTEXT", "path": "customer.id" }
      }
    }
  ]
}

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Batch sub-workflows

For iterating over a collection: 
{
  "type": "SYS_SUB_WORKFLOW",
  "mode": "BATCH",
  "childWorkflowTemplateVersionId": "child-version-id",
  "iterable": {
    "type": "EXPRESSION",
    "expr": { "src": "__context__.directors" }
  },
  "inputMapping": [
    {
      "targetPath": "directorId",
      "value": {
        "type": "expr",
        "expr": { "src": "__each__.id" }
      }
    }
  ]
}

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Working with data

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Accessing context data

Use __context__ to access workflow context: 
__context__.customer.email

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Accessing step outputs

Use __steps__ to access previous step results: 
__steps__.verificationStep.approved

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Accessing datasources

Use __datasources__ after fetching data: 
__datasources__.customerData.profile.name

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In batch iterations

Use __each__ to access the current item: 
__each__.id

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Saving and publishing

No autosave! Save frequently using the Save button.

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Save workflow

Click Save (top right) to preserve your work.

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Publish version

  1. Review your workflow design
  2. Click Publish
  3. Status changes to Published

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Activate version

  1. Return to the versions list
  2. Click Activate Version on your published version
  3. This version is now used for new executions

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Setting up triggers

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Service request triggers

  1. Go to Workflow Links tab
  2. Click Add Link
  3. Select:
    • Link Type: Service Request Type
    • Identifier: The service request type
  4. Save

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Product triggers

  1. Go to Workflow Links tab
  2. Click Add Link
  3. Select:
    • Link Type: Product ID
    • Identifier: The product ID from billing
  4. Save

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Best practices

Start simple

Begin with a basic flow and add complexity incrementally.

Use groups

Organize related steps into logical groups for clarity.

Name clearly

Use descriptive names for steps and transitions.

Test thoroughly

Test each version before publishing to production.

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Next steps

Local development

Set up local development environment

Validation rules

Understand workflow validation