Use Cases
A use case groups the flows of one customer journey so you can see that journey's tickets and data together. For example, a product-issue journey starts in one flow and branches into mattress, accessory, replacement, and return flows. An NPS survey starts in one flow and branches into promoter and detractor follow-ups.
How a ticket belongs to a use case
Each ticket records its flow route: every flow its conversation passed through, in order. The route includes flows the conversation moved through by transitions before the ticket reached its final flow. Child tickets carry their parent's route.
A ticket belongs to a use case when one of the use case's labelled flows is on its route. Label the journey's entry flow:
- A ticket that branched from the entry flow into a shared flow, such as a replacement flow that other journeys also use, still belongs to the use case.
- A ticket that reached the same shared flow directly, without passing through the entry flow, does not.
A ticket can belong to more than one use case. To get a narrower group inside a bigger journey, label a branch flow as its own use case, for example "Mattress issue" inside "Product issue".
Routes are recorded from the day use cases became available. Older tickets have no route, so use-case filters don't include them. When you change a use case's labelled flows, the change applies to every ticket whose route includes them.
Creating and editing use cases
On the Flows page, click Use Cases. Enter a name, an optional description, and the labelled flows (usually the entry flow), then click Add use case. Anyone who can edit flows can create, edit, or delete use cases. Everyone can see them.
Each use case shows the flows in its journey. Labelled flows are highlighted, and flows reached from them through transitions are grey. Deleting a use case doesn't change any ticket.
On the Flows page, Filter by use case shows only that journey's flows, entry flow first. The Tags & Use Cases column shows the use cases each flow belongs to.
Built-in use cases
The Use Cases panel offers ready-made use cases for common journeys:
| Use case | Covers |
|---|---|
| Pre-purchase | Product questions, availability, offers, bulk orders, help placing an order |
| Post-purchase | Placed but not shipped: confirmation, payment, invoice, address or item changes, cancellation |
| Pre-delivery | Shipped but not delivered: tracking, delays, delivery attempts, courier issues |
| Post-delivery | Delivered: installation, usage, warranty, service, problems with what arrived |
| Product issue | Damaged, defective, wrong or missing items, quality complaints |
| Order issue | Payment, charges, cancellation, delays, orders that never arrived |
| Returns & refunds | Returns, exchanges, replacements, return pickups, refund status |
| Feedback & NPS | Ratings, NPS and CSAT surveys, reviews |
Click Add on one to fill in its name and description. Flowcall then suggests the flows that fit it. It reads each entry flow's description and summary, and adds the matching order lifecycle fallback task when you use them. Check the suggestions, remove any that don't belong, add any that were missed, then click Add use case. The built-ins overlap on purpose: a damaged-item flow fits both Post-delivery and Product issue, and a flow can be in both.
A built-in stays added while its name is unchanged. If you rename it, it is offered again in the built-in list.
Labelling a flow from Flows Copilot
In Flows Copilot, each flow card shows its use cases under Use cases. Blue means the flow is labelled. Grey means it joins the use case because a labelled flow routes to it. Click the pencil to choose the use cases that label the flow, then click Save. Flows Copilot's flow list also has a use-case filter that shows one journey's flows in order.
You can also ask Copilot, for example "set up the built-in use cases" or "add damaged_product_order to Product issue". Copilot drafts the use cases and their flows as a settings changes card. Nothing changes until you apply it, and you can undo a use case Copilot created. A flow must be published before it can be labelled. Copilot can't delete use cases.
Filtering tickets by use case
On the Tickets page, use Add filter → Use Case, or click View Tickets on a use case in the Use Cases panel. The filter combines with every other ticket filter, and the counts in the filter bar follow it. Selecting several use cases shows tickets that belong to any of them.
Saving a ticket view for a use case
To keep a table set up for one journey, filter by the use case, pick your columns, and save the view. With a use case selected, the column picker offers the objectives of every flow in the journey, so you can show, for example, the NPS score next to the detractor's reason. Share the view with a team or the whole account like any other saved view.
Exporting a use case
Export from the Tickets page with a Use Case filter set. The CSV has one row per ticket and adds:
- Use Cases: the use cases on the ticket's route, in route order. The first is usually the journey's entry.
- Task Route: the flows along the route, separated by
>. - An Objective column for every flow on the exported tickets' routes, entry flow first. Values collected before a transition, such as the NPS score, get their own column. Cells are blank for branches a ticket didn't take.
Objective columns are named by objective, so two flows that use the same objective name share a column. Exports without a use-case filter keep their usual columns.
Related
- Flows: objectives, transitions, and how a conversation moves between flows.
- Ticket View: the ticket list, filters, and saved views.
- NPS and NDR flows: a journey that branches by the customer's answer.