Each of your processes consists of multiple steps that are executed in order. Each step defines a clear activity that needs to be executed by a team or individual in your organisation.

You create a step by using our no-code, drag-and-drop process builder. Consider adding a step to the example we used when creating your first basic process.

You can simply access the process editor and click on "Add Step" on the navigation Bar on the left of the screen.

You can notice that the editor saves your new step automatically so that you can continue working on it.

Note: when changing a process, the changes will not be applied on already active instances

For each step you can define

This tutorial will cover each of those configurations.

Step types

Next Matter offers different step types for different use cases.

Action step

A basic step that consists of one - or multiple - actions. Useful when a clear task needs to be executed within the process. For example "Submit customer claim details"

Decision step

A step that allows you to review information passed by 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 for a better view of which steps belong together. This will also help you to create conditions on multiple steps at once.

Parallel step

This allows you to work on several steps in parallel. You can create new steps and drag-and-drop them into the parallel step. 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".

Custom Integrations

A powerful step that allows you to do HTTP requests to any URL or API. This way you can integrate with other platforms such Zendesk, Freshdesk, JIRA and GDrive. The list of accessible integrations is growing and allows you to create truly end-to-end processes.

This section is a good starting point for you to discover the power of Integration steps

Next Matter Integration Tutorials

Step templates

Step templates are pre-defined combinations of steps, that enable you to build popular integrations and common business scenarios faster.

After clicking on the step template that you would like to use, the associated steps will be inserted into your process right away.

Some templates require adjustments so that they work in your company environment. The adjustments that need to be made are usually described in the first step of the template.

The library of step templates is continuously amended. Reach out to us if you want to request a new template.

Need help setting up a step template? Check the Step Template article for more information.

Step owners

Lets you define the person or team responsible for a step.

You will see an overview of steps that are assigned to you or your team in your Next Matter inbox. You can also receive email notifications reminding you about open steps.

Tip: by using the External Steps feature, you can assign steps to users outside your organisation. That allows you to seamlessly work together with your customers, partners and suppliers.
Next Matter External Steps

Step scheduling

At times you will find it useful to schedule a step so that it gets activated on/after/before a certain date. For example you might want to automatically send a follow up email to a customer after 5 days. This is where the step scheduling comes in handy.

You can schedule a step relative to certain events in a process:

  • instance start time

  • other step start/completion times

  • a date input from a previous step

To configure the scheduling, go into the step and click on "Schedule start"

Step deadlines

Operations teams often work with tight deadlines and granular SLAs. With this feature, you can set deadlines for process steps, to mark when a step should be done and alert you when it's overdue.

Deadlines can be set relative to certain events in a process:

  • instance start time

  • other step start/completion times

  • a date input from a previous step

To configure the deadline, go into the step and click on "Add deadline". In the configuration of the deadline you can set reminders to be send when the deadline is approaching or once it has already passed. You can send reminders to multiple users or teams, and also set multiple reminders which – if a step is not completed on time – can trigger an escalation automatically.

This is an easy way to inform team members of approaching or passed deadlines, and maintain SLA compliance

Step deadline information is displayed adjacent to the respective task in the process executor view, in the home view, and in email notifications. If a step is overdue, it will also be shown in the "Attention needed" tab of your inbox.

Step conditions

A common pattern for processes is that they are dependent on the outcome of previous steps. For that we offer you step conditions - a way to configure your steps to take into account previous steps and only execute on certain conditions. You can realise even complex process paths with this feature.

In the desired step simply choose "Add conditions". In the pop-up choose the step and action that your conditional step is dependent on. Using this feature we could make the "customer follow up" step from the previous example conditional.

create input for condition
create step condition

Want to continue the product guide? You can learn all about Actions here


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