Playbook activity state mapping

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Use playbook activity state mapping to override the status of a playbook card.

    A playbook card's state comes from the Activity State by default. Activity states come from the Sub Flow or Flow Action powering the activity.

    Activity Definition authors can specify a records to provide the status shown in playbook cards. This record is referred to as an Experience Status Record. It is specified within an Activity Definition's experience properties.
    Tables and records for an activity definition

    Any record from any table can be used as an Experience Status Record. Default activity definitions use sys_flow_data records as their Experience Status Record.

    Figure 1. Activity States displayed in card view
    Playbook activity states shown in card view

    Default Activity States

    Table 1. Out-of-the-box Default Activity States in sys_flow_data record
    Status Flow State
    Pending Flow has not started
    Ready Flow is
    In Progress Flow is running
    Complete Flow has finished
    Skipped Flow was skipped due to conditions
    Error Flow encountered an error
    Canceled Flow was canceled
    Activity states are used in the following:
    • Declarative Action conditions
    • Activity Override conditions
    • Animations
    • Card visual experience

    Exceptions

    Business logic doesn't always align one-to-one with the flow. The following are examples of exceptions:
    • An agent clicks Skip on an instructional card. The flow displays as complete, but the business logic is skipped.
    • A flow may never complete if a task is waiting for input from an agent to restart a loop. The associated task is effectively complete in this state.