Designing a Maestro Case plan

The case plan designer is a visual canvas where you model the lifecycle of a case using stages, tasks, and rules.

The case plan canvas

The canvas shows the structure of your case plan as a flow from left to right, starting with the trigger and progressing through stages.

• Trigger — the circular element at the left of the canvas. Select it to configure how a case instance is started in the Trigger properties panel.
• Stages — rectangular cards representing named phases of the case (for example, Intake, Review, Settlement). Stages are connected by arrows that indicate the primary progression path.
• Arrows — connect the trigger to the first stage and connect stages to each other. They represent the expected progression path and generate automatic entry rules between connected stages.

Case plan properties

When no element is selected, the Case plan properties panel on the right shows case-level settings:

• Description — an optional description of the case plan.
• Case ID — the identifier format for case instances:
  • Constant prefix — Maestro generates identifiers automatically using the prefix you set (for example, CASE produces IDs like CASE-12345).
  • External key — an identifier passed from an upstream system such as a CRM or ERP at the moment a case is created.
• SLA and escalations — the overall resolution target for the case. Select + Add SLA to set a case-level due time (duration and unit). Add an escalation rule when you want a specific action to trigger automatically if the SLA is at risk or breached — for example, notifying a manager, reassigning the case, or creating a priority flag.
• Completion rules — the condition under which the entire case is marked as completed. A default rule is created automatically: the case completes when all required stages are completed. Select + Add case completion rule to add additional conditions.
• Case app — select Configure case app to set up the built-in workspace that case workers and managers use to view and act on live cases.

The Case Manager widget

The Case Manager widget at the top of the canvas is the AI Orchestrator of the case. It has three tabs:

• Plan — returns to the canvas view.
• Rules — opens a unified table of all rules defined across the case, with filters for Scope, Stage, When, and Then. Use the + Add rule button to create a new rule and select its type: Task entry, Stage entry, Stage exit, Stage completion, or Case completion.
• Agent — configures the AI agent that the Case Manager uses when no rule covers a decision. You can assign a UiPath Agent, an External agent, or an Agentic process to act as the Case Manager agent. This tab is only displayed when the Add Agent to Case Manager toggle is turned on in the Case Manager properties panel.

Case Manager properties

Selecting the Case Manager widget opens the Case Manager properties panel on the right. The panel contains Events, Rules, and Agent sections — the same Rules and Agent that are also accessible as tabs on the widget. The Events section is only available here and lists all events the Case Manager can respond to.

The Agent tab on the widget and the Agent section in the properties panel are only displayed when the Add Agent to Case Manager toggle is turned on.

• Internal events — emitted by the case lifecycle itself: Case lifecycle (case entered, case completed, case exited), Stage lifecycle (stage entered, stage completed, stage exited, next stage manually selected), and Task lifecycle (task entered, task completed, task triggered manually).
• External events — Global events available across the whole case (select + Add global event) and rule events scoped to specific rules (select + Add rule).

Adding triggers

A case plan starts with a default trigger, but you can add multiple triggers to support different entry points for the same case. For example, one trigger can start a case when a specific connector event arrives, while another lets operators start it manually from Orchestrator.

When a case starts, all stages that have a Case entered entry rule activate in parallel.

Select a trigger on the canvas to configure it in the Trigger properties panel.

Trigger properties

• Name — the display name of the trigger.
• Implementation — the action that starts a new case instance:
  • Manual trigger — starts a case on demand.
  • Connector — starts a case when a connector event occurs. Select Wait for connector and then add the connector activity to listen for.
  • Tools — starts a case on a schedule. Select Wait for timer and set the timer type to Cycle.

Adding stages

To add a stage, select the + button that appears between two existing stages or at the end of the canvas. To connect two stages, hover over the edge of a stage card until the connector handle appears, then drag it to another stage.

Each stage card displays:

• The stage name and its current SLA setting.
• Action buttons for SLA and rules configuration.
• A + button in the top-right corner to add tasks to the stage.

By default, stages are primary — they form the expected progression path of the case. You can mark a stage as secondary in the Stage properties panel to turn it into an exception or alternative path that activates based on its entry condition, regardless of where the case currently is.

Stage properties

Selecting a stage card opens the Stage properties panel:

• Name, Description, ID — identify the stage.
• Secondary stage — toggle on to make the stage a secondary (exception) stage. Secondary stages have no incoming edges and activate only when their entry condition evaluates true, regardless of where the case currently is.
• Required for case completion — toggle on to require this stage to complete before the case can close.
• SLA and escalations — the SLA duration and escalation rules scoped to this stage.
• Entry rules — specify when a case enters this stage. The Enter stage when dropdown sets the triggering event (for example, Case entered or Stage completed). The Interrupt active work toggle controls whether entering this stage exits all currently active stages.
• Completion rules — specify what must be true for the stage to be marked complete and the case to move forward. The default condition is All required tasks are completed.
• Exit rules — specify conditions that move the case out of the stage before it completes normally, typically used for exception paths.

Adding tasks

When adding a task, you can add it as a placeholder and configure the implementation later by linking it to an existing project, or create a new project directly — which redirects you to the project canvas and automatically adds the new project to the solution.

To add a task to a stage, select the + button in the top-right corner of the stage card. The Add task menu lists the available task types:

Task type	Description
Agent	A UiPath AI agent that reasons over data for judgment-based work
External agent	A third-party AI agent invoked via API
External workflow	A workflow defined outside UiPath
Agentic process	A Maestro BPMN process invoked as a task
RPA workflow	UI automation for legacy systems
Human action	A form or approval assigned to a person, built with Action Apps
Connector activity	An Integration Service connector action
Wait for connector	Pauses the task until an external connector event arrives
API workflow	An API workflow invoked as a task
Function	A UiPath Function invoked as a task
Wait for timer	Pauses the task until a specified duration elapses or a target date is reached

Tasks are grouped within the stage card by execution mode: Sequential tasks, Event-triggered tasks, and Manually triggered tasks.

Task properties

Selecting a task opens the Task properties panel. Each task has three execution modes, selectable at the top of the panel:

• Sequential — the task runs in the order it appears in the stage, starting after the previous sequential task completes.
• Event-triggered — the task starts when a configured event occurs, such as when selected tasks complete or a specific condition becomes true. Event-triggered tasks can fire independently of the sequential order and may fire more than once.
• Manually triggered — the task appears in the Case App and is started on demand by a case worker. It does not run automatically.

For all execution modes, the panel also shows:

• Run only once — when toggled on, the task is skipped if the stage is re-entered. Its previous output is retained.
• Required for stage completion — when toggled on (not available for manually triggered tasks), the stage cannot complete until this task is done.
• Entry rules — the condition that controls when the task starts within the stage.
• Implementation — the task type and the specific automation, agent, or action to invoke.

Related links

• Case App
• How to set SLAs and automated escalation rules
• Exit rules and early stage termination
• Maestro case management component dictionary
• Building an insurance claims case in 30 minutes
• Publishing and deploying a case plan