Steps

To add a step in the workflow, click +Add step. Next, select your step type from the drop-down.

Step types

Your step can be one of the following types:

Form step
A basic step that consists of one or multiple form fields. Useful when a clear task needs to be done within the process. For example Submit customer claim details.

Decision step (Tip: Now use the Routing button form field instead)
A step that allows you to review information passed in the previous steps. You can approve the information and proceed to the next step or return to any previous step. For example Approve customer claim.

Grouped step
Use grouped steps to create a set of sub-steps that belong together. This way, if you want to set conditions to steps, you'll be able to create conditions on multiple steps at once. You can create steps in a group or drag and drop any step into a group.

Parallel step
This allows you to work on several steps in parallel. Useful when multiple teams can work in parallel or if there is no dependence between your steps. For example, Process customer claim can consist of Submit data to claims platform and Notify customer.

In the following example steps 2.1 to 2.4 will be run in parallel.

You can create parallel sub-steps by hovering over a step and clicking the plus icon or dragging and dropping any other step into the parallel group.

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Tip: You can nest group steps inside parallel steps. This can help you create mini sub-workflows still maintaining a clear and transparent structure.
We support 2-level nesting (1.0 > 1.1 > 1.1.1).

Email step

When you want to send an email as part of the workflow, you can use this step to quickly create and configure the contents of the email. No coding is required to create the email and add attachments. The email will be sent from the Next Matter email account. For details, see Create a no-code email.

Custom integrations
This step enables you to make HTTP requests to any URL or API. This way you can integrate with other platforms such as Zendesk, Freshdesk, Jira, and Google Drive. For integration details, see About integrations

Step templates

Step templates are pre-defined combinations of steps, that enable you to build business scenarios faster. For details on using templates, see Work with templates

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Tip: Need a specific template? Let our Customer Success team know.

External user step

This is not really a step type because you can decide for any step to be assigned to an external user such as your customer, partner, or supplier. For details, see Assign a step to external user

Best practices for steps

When creating steps, consider the following questions:

• Are tasks completed by the same person?
• Is the person familiar with Next Matter?
• Are the tasks to be completed around the same time?

Group steps

Collect steps in a group if they are triggered by the same condition, they are interdependent, or the start date for these steps is the same. This way you can set the start date or create the condition on the parent step and build child steps underneath.

Single steps with multiple tasks

Sometimes you have multiple tasks that should be completed by the same person or team. In such cases build these tasks as tasks within the same step. This way users don't get overwhelmed by multiple tasks and can complete everything faster. This is especially important when you build steps for external users who are not Next Matter experts.

Non-blocking steps

A non-blocking step doesn't have to be completed for the next one to activate. Normally a step that's next in line waits for the step before it to complete before starting. Making the step non-blocking allows for the next step to start sooner.

Making the step non-blocking is useful when you know completion will take time because, for example, it asks the customer to collect some data. In such cases, it's worth pushing the process forward and allowing the step to be completed in due time (especially if the next step doesn't depend on the non-blocking step).

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Non-blocking steps are not optional.

If you add the non-blocking option:

• to a normal step -> the next step will activate without waiting for the step to complete
• to a parallel step -> the next step after the parallel step will activate without waiting for the parallel step to complete
• to a step inside a parallel step -> this will not have any effect because all steps in a parallel step activate at the same time
• to a group step -> the step after the group step will activate immediately. The steps inside the group step will remain sequential
• to a group step that's nested inside a parallel step -> the step after the group step will activate immediately. The steps inside the group step will remain sequential

Steps that need to be assigned to multiple users

If you need several users to collaborate on a step (for example, review its contents), you can do one of the following:

• Duplicate the step and assign it to the respective team member and group the steps as parallel steps. This way users will be able to start and review the step at the same time.
• Assign the step to a team instead of a specific person. This enables each team member to review the step contents and add comments as a Conversation tagging other users and re-assigning the step to the next user as soon as they are done. The users should Save the step as long as it's being reviewed and the last person to review completes the step. Note that each user in this scenario needs to have the Team lead role as only those can re-assign the steps assigned to a team.