Branching helps you build smarter workflows by directing a conversation down the right path at the right time—either based on what a user selects or on rules your workflow evaluates automatically. In BoldDesk’s Workflow Designer, you can branch using Buttons for clear, user-driven choices (like Yes/No or Approve/Reject), or use Conditions to route conversations using system data and variables (like priority or status). This article explains both branching options, when to use each, and common scenarios where they work best.

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In the Workflow Designer, open the context menu and select Branching to choose from the following options:

1. Branch via Buttons

2. Branch via Conditions

   

Branching Using Buttons

This approach provides users with clickable options to manually direct the workflow. You can add these options in the designer. Learn more in step 6 of How to Streamline Your Live Chat: Automate Messages Today.

When to Use

User-Driven Decisions – Suitable when explicit user input is required (e.g., Approve/Reject, Yes/No).
Limited & Predefined Choices – Ideal when options are straightforward and limited (e.g., “Escalate to Manager” or “Resolve Independently”).
Immediate Action Needed – Applicable when workflow progression depends on user selection.

Example Use Cases

• Approval processes (e.g., “Approve Request” or “Request Changes”).

• Customer support triage (e.g., “Mark as Resolved” or “Escalate to Tier 2”).

• Collecting feedback (e.g., “Satisfied” or “Need Assistance”).

  

Branching Using Conditions

This method relies on automated decisions based on predefined rules, system data, or variables. You can add these conditions in the designer. Learn more in step 14 of How to Update Conversation Field Based on Details Provided by Customer in Workflow.

When to Use

Data-Driven Decisions – Appropriate when decisions depend on system data (e.g., status, priority, or user role).
Complex Logic – Suitable for scenarios requiring multiple conditions to be evaluated (e.g., “If priority = ‘High’ and department = ‘Finance’, notify CFO”).
No User Input Required – Best when workflows need to advance automatically without user intervention.

Example Use Cases

• Processing orders differently based on customer tier (e.g., VIP vs. standard).

• Automatically approve expenses based on predefined rules (e.g., approval required only for amounts above $500).

  

By selecting the most suitable branching method, you can enhance workflow efficiency, minimize manual intervention, and elevate the overall user experience.

Frequently Asked Questions (FAQs)

1) What is branching in the BoldDesk Workflow Designer?
Branching is a workflow feature that lets a conversation follow different paths based on either user selection (Buttons) or automatic rules (Conditions). It helps route conversations to the right next step at the right time.

2) What branching options are available in BoldDesk?
BoldDesk provides two branching methods in the Workflow Designer:

• Branch via Buttons
• Branch via Conditions

3) Where do I find branching options in the Workflow Designer?
In the Workflow Designer, open the context menu, select Branching, and then choose either Branch via Buttons or Branch via Conditions.

4) What is “Branch via Buttons” used for in the BoldDesk Workflow Designer?
Branch via Buttons displays clickable choices that allow the user to manually direct the workflow, such as Yes/No or Approve/Reject.

5) What is “Branch via Conditions” used for in the BoldDesk Workflow Designer?
Branch via Conditions routes the workflow automatically using predefined rules, system data, or workflow variables, such as priority, status, or user attributes.