Building flows

A flow is a navigable sequence of connected bits — the template for a process that people run step by step. You build a flow by choosing where it starts and connecting bits into paths, including branching paths where the person's choice determines what comes next. This article covers flow setup, connections, how navigation works for the person running the flow, and the editing rules that keep flows consistent.

Setting up a flow

A flow needs a title and a starting bit before it can be saved. A description is optional but worth writing — it gives people context and makes the flow easier to find in search. You can add category tags to organize and filter flows, and set a default priority (low, medium, high, or critical); each run inherits that priority, and it can be changed on the individual run.

The start bit

Every flow has exactly one starting bit — the entry point where every run begins. Because an active flow must keep a valid entry point, the start bit cannot be archived while the flow is active, and you cannot simply remove it from an active flow — replace it with another bit, or deactivate the flow instead. If a flow has more than one bit, its start bit should have at least one outgoing connection.

Connecting bits into paths

Connections are one-way links from one bit to another. Each outgoing connection appears as a navigation option inside the source bit when the flow runs, so giving a bit several outgoing connections is how you create branching paths.

Whoever is running the flow chooses which option to take. Put the decision criteria in the bit's content ("If the customer is eligible, continue to approval; otherwise, choose the escalation path") so the choice is clear at the moment it is made. A connection can also be enabled only when a radio button, dropdown or checklist item on the step has a given answer; see Choices that open or close a path.

Paths can loop: a route may return to an earlier bit, which is useful for retry or repeat-until-done steps. The same pair of bits can also be connected more than once when two distinct options should lead to the same next step. A bit other than the start bit that has no connections cannot be reached when the flow runs, so make sure every step is wired into the flow.

How navigation works for the person running it

Someone running your flow starts at the start bit. At each step they read the bit's content, complete any interactive elements, and pick one of the navigation options to move to the next bit. Every visit is recorded in their trail, in order, including repeat visits to the same bit.

Editing rules and consistency

• Editing and deactivating require edit permission. People with lower permission levels do not see those actions.
• Flows are never deleted. To retire a flow you deactivate it instead, which takes it out of use while preserving its history and every trail that ran through it.
• Bits are independent of flows. A bit's changes are made in its draft and go live when it is promoted, in every flow that uses the bit; they do not alter any flow's review status. Before promoting you see which flows are affected. See Versions, test accounts and promoting content.
• New bits are published before they run. A new bit is a draft until it is promoted, and a trail cannot start on or move to an unpublished bit. When you build a flow from new bits, promote the flow's drafts together so the whole flow goes live at once.
• Archiving a bit takes it out of every flow's paths. Connections that lead to it are no longer offered, and are offered again if the bit is restored. Check the flows that used it and rewire their paths if needed.
• An optional review step can be enabled for your account. When it is on, new flows start as drafts, can be submitted for review, and are approved or rejected by a reviewer with sufficient permission. Editing a flow that is rejected or waiting for review returns it to draft, so the reviewer always assesses a clean revision. Once a flow is approved, it stays approved through later edits. When the review setting is off, flows are approved from the moment they are created.

Last reviewed: 2026-10-14