With Multi-path branches in Workflows, you can split a path into multiple branches to orchestrate different messages for different audiences. This lets you:

• Route users down distinct paths based on a segment or user property
• Replace complex nested true/false logic with a single, readable decision point
• Coordinate different sequences of Flows, emails, and push messages for each audience
• A/B/C test experiences by routing users into randomized branches using Audience Randomizer

How it works

When a user reaches a Multi‑path Branch node in a Workflow, the Workflow evaluates that user against the branch rules you define and routes them to the first matching branch. If no branch matches, users follow the “else” (i.e. default) path. From there, they continue to the next node(s) on that branch just like any other part of the Workflow.

Common use cases:

• Send automatic outreach depending on who an account’s CSM is
• Send NPS follow‑ups to detractors, neutrals, and promoters with tailored content

Add a Multi‑path Branch to the Workflow canvas

 1.  Press any “+” button on the Workflow canvas, and under Logic, select “Multi-path branch”.

2.  Determine by what attribute you will condition your branches.

3.  Add branches and branch conditions. Your branch conditions will reflect on the canvas.

• You can condition branches based on a Segment or on a User Property
• Criteria for branches are evaluated from left to right on the canvas (top to bottom on the settings panel). If a user matches the conditions for more than one branch, they will only proceed on the first branch they qualify for.
• If no branch matches, the user moves to the default “else” path.

Tips ✅ 

• Re-order branches by dragging and dropping them in the settings panel to control priority.
• Keep branch conditions mutually exclusive when possible to avoid ambiguity
• Put more specific branches first and broader branches after

If you change the attribute condition of a multi-path branch node (i.e. from Segment to User Property, or vice versa), the Messages and logic on each branch will be retained, but condition values of the branches you’ve added will be cleared.

 

 

4.  Add content and/or additional branches after a branch

Randomize traffic across branches for experiments

Use the Audience Randomizer user property to create randomized branches for A/B tests. Recommended setup:

• One branch per variant plus a default or holdout branch
• Keep targeting identical across variants aside from the randomization rule
• Ensure total allocation across branches sums to 100% of eligible users, including “else”
  • Ex, for an evenly split experiment with a control and 2 test variants, you would select the Audience randomizer user property and configure as follows:

Flow behavior within branches

Downstream nodes on each branch follow the same progression rules you use elsewhere:

• Require users to be shown a Flow before moving forward, or require completion
• Apply a Maximum wait so users eventually progress if they don’t see or complete the Flow

Related references

• Build a web flow in a Workflow
• Create Flow content in the Appcues Builder
• Event triggering
• Flow frequency (Show Once vs. Show Every Time): 
• Experiences frequency limit

Best practices

• Prefer multi‑path over nested true/false branches for clarity and maintainability
• Keep branch labels descriptive and outcome‑oriented
• Order branches from most specific to most general
• Add an explicit “else” (i.e. default) path and review it during testing
• Build small, modular sequences per branch for easier iteration

Troubleshooting

Users not entering the intended branch

• Check evaluation order and ensure the intended branch is above broader branches
• Confirm audience conditions are correct and available at evaluation time

Too many users in the default path

• Loosen or broaden branch conditions
• Add an “Uncategorized” branch with relaxed criteria before the default

Flows not appearing after a branch

• Verify Flow targeting, URL rules, and frequency settings
• Confirm users are logged into your app and meet trigger criteria
• Add a Maximum wait so users can progress if a Flow isn’t seen or completed

FAQ

Can a user match multiple branches?

• Branches are evaluated left-to-right. The first match is used. Reorder or refine conditions to control routing.

What happens if no branch matches?

• Users follow the default path from the branch node.

Can I converge paths later?

• Yes. You can connect multiple branches back to a shared node to continue a unified sequence.