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Help center/Automation/Conditions and actions

Conditions and actions

16 articles

All articles in this section

The condition step and branchingA condition step splits the flow into a True branch and a False branch. How to build the step, how rules combine and how to plan both branches.
Comparison operatorsWhat equals, contains, is empty, greater than and the other operators in condition rules actually do, plus the rules for case, accents and numbers.
Contact conditionsThe Tag, Field, Contact's language, First contact and Follow state rules — what each one reads, which operators it takes and when it can mislead you.
Time conditionsThe Time range, Day and Business hours rules — which time zone they use, ranges that cross midnight, and how they relate to the business hours setting.
Channel and message conditionsThe Channel, Last reply, Incoming attachment, Messaging window and Assignment rules — they read where the chat came from, what was written and whether the window is open.
Flow context conditions

The Started by and Post rules — branching on which door opened the session and which post it came from, so one flow can serve many campaigns.

The trigger counterThe rule that counts how many times a condition is passed — how to cap a campaign, set a daily limit and rein in flows whose person is unknown.

Comparing two fields with placeholdersWriting a placeholder instead of fixed text in a rule's value, so two pieces of information are compared with each other — verifying a code the person typed, for example.

The action step and orderingBuilding an action step, stacking several actions in one step, why the order matters and how the same actions are used in global rules.

Tag actionsThe Add tag and Remove tag actions — how a tag is stored, why it is never duplicated, how it triggers global rules and how to keep your tag scheme tidy.

Field actionsThe Write to field, Increase/decrease field and Clear field actions — built-in and custom fields, the number rule, placeholders and the rules a field change triggers.

Conversation and team actionsThe Assign conversation, Conversation status, Hand over to a person and Notify the team actions — connecting your automation to your team and handing over at the right moment.

Sequence actionsThe Add to a sequence and Remove from a sequence actions — putting someone on a day-by-day follow-up programme, taking them off, and every case where the action is skipped.

Comment actionsThe Hide comment and Delete comment actions — why hiding is reversible, why deleting needs a separate confirmation and when the actions are skipped.

My condition takes the wrong branchChecks to work through when a condition does not pick the branch you expected — reading the decision line in the logs, rule modes, empty values and unknown states.

My action isn't workingChecks to work through when a tag is not added, a field is not written, a chat is not assigned or a comment is not hidden, plus the skip reasons in the logs.