Create a Workflow for a case task

  • Updated on May 22, 2025
  • Published on May 7, 2025
  • 3 minute(s) read
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A case consists of a series of tasks for an agent to complete. The basis for a task, is a Workflow created in the Lightico Workflow builder where collaboration session Workflows are built.

Currently, you can create one of the following types of task Workflows:

  • Data capture

  • Document generation

Each of the case types is based on a Workflow with specific requirements. This article explains the requirements for each type of Workflow and refers you to articles in other parts of the Lightico Help Center for full instructions. Please follow the requirements carefully when constructing the Workflows so that they will be suitable for including in a case.

Data capture Workflow

A data capture Workflow contains the following items only:

  • Agent Form

  • Condition hub

To build a data capture Workflow follow these steps:

  1. Build a Form

  2. Create a new Workflow

  3. Add a condition hub

  4. Add the Form

  5. Connect the Workflow elements

Step 1: Build a Form

Create a Form that enables you to capture all the necessary data for the case task.

Examples of Forms for collecting information in your case:

  • Personal details

  • Financial information

  • Co-signer information

  • Loan request

  • Health information

See instructions for building a Form, in Create a Form.

Note

Collapsible sections in Forms are not supported for Case Manager.

Step 2: Create a new Workflow

Create a Workflow, see Create Workflows.

Step 3: Add a condition hub

For technical reasons, unlike a typical Workflow used in the Collaboration Room module, a Case Manager task Workflow requires a condition hub even for a simple Workflow with one step.

For additional information about adding a condition hub, see Add conditional Workflow elements.

Create the condition hub in the following way:

  1. Add the condition hub to the Workflow.

  2. Create a condition that will definitely be fulfilled in the case.

    Tip

    To create a condition that will definitely be fulfilled in the case:

    1. Create a dedicated Attribute that will not be used in the case.

    2. Set the hub condition operator to: is empty.

Step 4: Add the Form

Now it’s time to add the Form you created in Step 1 to the Workflow.

Please follow these rules:

  • You can add only one Form to a Workflow that will be used for a case task. If you require another Form to be included in the case, you’ll need to need to add it to a different Workflow for creating another task in the case.

  • Select the Form item that you added and, in the right panel, assign the Form to Agent.

Step 5: Connect the Workflow elements

Finally, connect all the Workflow elements as follows:

  1. Start TO Condition hub

  2. Condition hub Condition (1) connector TO the Form

  3. Condition hub In all other cases connector TO End

After publishing the Workflow, you are finished. The Workflow is ready for including in a case.

Document generation Workflow

Once information has been captured and organized in a case, you can use Case Manager to generate custom documents that incorporate customer data.

A document generation contains the following item only:

  • Dynamic Document

To build a data capture Workflow follow these steps:

  1. Build a Dynamic Document

  2. Create a new Workflow

  3. Add the Dynamic Document

Step 1: Build a Dynamic Document

Create a Dynamic Document that incorporates captured data that is bound to Attributes.

Note

In the Customer can dropdown, select Download.

Step 2: Create a new Workflow

Create a Workflow, see Create Workflows.

Step 3: Add the Dynamic Document

  1. Add the Dynamic Document that you created in Step 1 to the Workflow.

  2. In the Assign to dropdown, select Agent.

    The Send to customer setting appears.

  3. Turn off the toggle.

  4. Place an End item and connect the Dynamic Document to it.

  5. Publish the Workflow.


    You are finished. The Workflow is ready for including in a case.