Flow Branching enables you to create non-linear paths in a process based on user input, ensuring efficiency and customization in every scenario. Alternative Branches allow multiple paths within a single workflow, triggering different actions based on user responses or conditions in the previous step. This feature streamlines processes, caters to diverse client needs, and enhances the client experience by offering personalized, efficient service. It's especially useful for businesses with complex processes, like client onboarding, adjusting contracts, or assigning tasks based on client choices.
Accessing Flow Branching
You can either add an alternative branch to an existing flow workspace template from the Library, or create a new flow template.
To add an alternative branch in an existing flow workspace template:
- Click on Library in the top navigation bar to use any existing flow templates. You will find various flow templates saved here.
- Choose any saved flow template you want to edit. Click on it and then select Edit to start editing the flow.
- Identify the point where you want to add an alternative branch feature in the flow.
- Now click the “+” icon to add an alternative branch.
- Select Alternative Branch from the options shown.
A maximum of two alternative branches are allowed between each action in your flow.
The flow must be set to sequential order, for an alternative branch to be used. (i.e. The Form must be filled in prior to the alternative branch step)
Ensure that a Form with relevant selection-based questions is included in the flow, prior to where the branch is added. For example, In an accounting service, a client onboarding form might ask, "What type of accounting service do you require?" with options such as "Tax Preparation," "Bookkeeping," or "Audit Services." Depending on the selection, the flow will branch to the appropriate steps. For instance, if tax preparation is selected, clients can be guided to submit documents via a file request action and complete tax details via a form action.
Setting Up Alternative Branches in a Flow
- Add a title to the Alternative Branch. For example, “Document submission for tax preparation" You can also add a description for clarity.
- Under “Rule 1”, choose the specific question within the form that triggers the branch. For example, "What type of service do you require?"
- Select the condition that will activate the branch. Then proceed with the branch setup.
- Click Add to finalize the branch rules. You have now created an Alternative Branch in your flow.
Adding Actions in Alternative Branch
Add actions in each Alternative Branch based on the paths you would like supported in the flow. To add actions in a branch:
- Click the “+” icon in the Alternative Branch.
- Add any action based on your requirements.
- Then review and click Save.
Now you have successfully created an Alternative Branch in your flow, providing a customized experience based on client choices.
Assignee Experience
When a user is assigned actions in a flow that has alternative branches, the path that appears depends on the selections the user makes in a form action. The assignee will:
- Click on Get Started and enter the flow workspace.
- As the flow proceeds, the assignee will complete a Form action.
- After completing the form, based on the input, the assignee will be guided to a particular branch created by the flow owner.