Creating a Digital Process
See how to design your custom process.
Using the Digital Processes dashboard, you can create, edit, and monitor your processes. The processes are made up of a combination of triggers and process steps. It is required to have at least a trigger in a digital process.
Prerequisite
Before starting to build your digital process, get familiarized with the concept of the building blocks and how they work. See the Process Components guide.
Building a process
Choose to create a digital process
Go to the Digital Processes dashboard and choose Create Digital Process. The process creation is initiated, allowing you to either select Start from a Template or Start from Scratch for the design.
If you choose Start from a Template, you can select the process template from the ones available in the Value Stream Library. You can adjust the process to your needs based on the defined template triggers and steps.
If you choose Start from Scratch, you start your configuration with no configured triggers or steps.
The next steps follow the Start from Scratch process creation.
Choose a process trigger
Every process begins with a trigger event that starts the entire flow. A pre-configured list of events is available out-of-the-box to choose from. For example, the registration of a new customer can serve as such a trigger. The starting trigger can be both a CE event related to any commerce operation, or a custom event created in your tenant.
Add a process step
Once the trigger is defined, you can configure the subsequent steps in the workflow by selecting them from a list of available process actions. Use them to build the flow according to your business requirements. To start creating a new step, the add icon and then step.
Option 1: Add a Scenario
From the step type list, select Scenario - it represents an action to happen. For example, when a new customer is created you want to welcome them with an email with some first account information. In that case, you use a scenario build for your tenant.
Decide whether to use a fixed scenario (a predefined setup) or a configurable one (one that allows further adjustments).
Save your selection to include the scenario in your process.
Option 2: Add a Subflow
Select Subflow as the step type. From the drop-down list, choose one of the digital processes already available in your tenant. For example, add a subflow that sends a coupon together with the welcome email for new customers.
Save your selection to include the scenario in your process.
Option 3: Add an AI Agent
Choose an AI Agent as the step type. Select the agent that fits your value stream or business need. Available agents include:
Anti-Fraud Agent – detect and prevent fraudulent actions
Complaint Agent – handle customer complaints
Support Agent – assist with customer requests or questions
Translation Agent – automatically translate content
Configure the agent name, description and prompt as needed and save the step.
Whenever you want to remove a trigger or a process step, you can do so directly in the relevant block by choosing the Remove action under the three dots icon.
Using triggers between process steps
If your digital process needs to pause until a specific event occurs, it can enter a dormant or sleeping state. During this time, the process remains active in the background but does not continue to the next steps until a specific event happens.
To wake up a sleeping process instance, you need to add a trigger that allows the process to continue when the expected event occurs. When setting up such a trigger, you can place it between process steps. However, only custom events can serve as intermediate triggers. This means that if you select an event from the drop-down list to configure the trigger, the CE events are not be visible.
Filtering triggers and process steps by conditions
You can add conditions within your process using filters. Filters allow a trigger or a process step to act only on specific event types. When a filter is applied, the step runs only if the filter conditions are met. If the conditions are not met, the step is skipped. Filters are based on the event types configured in OE for your tenant.
To open and configure filter settings:
Configure the filter
Select the Field - currently the Event Type is supported.
Choose the filter Operator:
OR: The condition applies if the event type matches at least one of the selected events.
AND: The condition applies only if the event type matches all selected events. Events accumulate across steps.
Choose the Events from the drop-down list. The list shows event types available for your tenant and the current scenario context. You can select multiple event types at one time.
For example:
If you select OR with Customer opt in and Customer created selected, the filter passes if either one happens. If you select AND with the same list, the filter only passes once both events happen.
When a filter is configured, an additional filter block appears below the step where it was applied. You can cancel the configuration at any time or remove an existing filter from the process step.
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