Configure Workflow end steps

In this article, you'll learn how to configure End steps in the Workflow builder, including setting a closing screen and label for each End step independently.

Overview

Every Workflow must end with at least one End step. When a customer reaches an End step, two things happen:

• The Workflow completed event fires, signaling to connected systems that the journey is done

• The customer is shown a closing screen — or returned to the Collaboration Room chat if none is configured

Closing screen configuration levels

By default, when a customer completes a Workflow and reaches an End step, they are returned to the Collaboration Room chat. Alternatively, you can display a closing screen — a static HTML page shown to the customer at that point. Lightico provides a default closing screen, or you can create a custom one using the Admin Center HTML designer.

You can configure a closing screen at two levels:

• Workflow level — a single closing screen that applies to all End steps in the Workflow by default. Configured in the formatting tab of the Workflow builder. See Configure general Workflow settings.

• End step level — a closing screen configured directly on an individual End step, overriding the Workflow-level setting for that path only. This is covered in this article.

End step labels

You can assign a label to each End step (for example, Approved or Pending Review). The label is included as the endlabel property in the Workflow completed event payload, making it easier to identify which path completed in downstream systems.

Configure an End step

To configure an End step:

1. In the Workflow builder, click an End step on the canvas.
   The End step configuration panel opens on the right.

2. In the End label field, enter a name for this End step (for example, Confirmed or Pending Review).
   

3. To configure a closing screen for this End step, enable the Show closing screen toggle.
   When enabled, the End step closing screen overrides the Workflow-level closing screen for this path only.
   

4. Select a closing screen option:

   • System default — displays the platform default closing screen.

   • Existing template — opens a popup listing available Static HTML templates. Select a template from the list, or click Create New to build a new one. Click Done to confirm.
     The selected template appears under Existing template.
     

• To change the template later, click Replace.

• To edit the template content, click Edit.

Note

End steps without a step-level closing screen configuration continue to use the Workflow-level closing screen default set in the Formatting tab.

Use case example

A telecom provider uses a single Workflow to handle customer plan upgrades. At the start of the Workflow, the customer fills out a form selecting their preferred plan tier. The Workflow branches based on their selection:

• Customers who select a standard plan are routed to a Confirmed End step, which displays a confirmation screen with their new plan details.

• Customers who select a premium plan requiring additional setup are routed to a Pending Activation End step, which displays a message explaining what happens next.

Each End step is configured with a different Static HTML closing screen, so customers see a result that matches their specific outcome — all within the same Workflow.