Automation & Workflows
Branching logic
Rules that send a workflow down different paths based on data or decisions.
Example
Branching logic sends customers to different steps based on account type.
Why it matters
It helps tailor the process to different needs while keeping the choices clear.
You'll hear it
“We tested the usual path; have we tried the exception?”
Can you control it?
Sometimes
Sometimes. Some products or workflows let you influence branching logic, while others keep it fixed or manage it automatically. Check the settings and documentation for the tool you are using.
Common questions
- Can two branches join again later?
- Yes. The workflow must make clear what information or completed work is needed before they rejoin.
- How many branches are too many?
- There is no fixed number. If people cannot explain or test the paths, the design may need simplifying.
- What happens when no branch matches?
- A default path can flag the case for review instead of silently dropping it.