Conditions and branching logic
Conditions split the workflow into branches based on a rule. They're how you build flows that say "if this customer is a VIP, send the white-glove sequence; otherwise, send the standard one."
Adding a condition
1. In the workflow builder, click "+" between two steps
2. Choose "If/Else"
3. Set the condition rule (field operator value, e.g., Tag contains "vip")
4. Build the YES branch: actions that run if the condition is true
5. Build the NO branch: actions that run if false
6. Branches reconverge at the end (or you can end one branch with "End Workflow")
Useful condition rules
| Condition | Use case |
|---|---|
| Tag contains "X" | VIP routing, opt-in segmentation |
| Custom field equals "X" | Service type routing, insurance carrier routing |
| Has email = false | Skip email branch for SMS-only contacts |
| Has phone = false | Skip SMS branch for email-only contacts |
| DND status = on | Skip outbound communication paths |
| Appointment status = no-show | No-show recovery branch |
| Created within last X days | Recency-based segmentation |
| Source equals "Facebook Ads" | Channel-specific follow-up |
| Time of day | Business-hours vs after-hours branches |
| Day of week | Weekday vs weekend handling |
Combining multiple conditions
AND logic: all rules must be true (e.g., Tag = vip AND Created in last 30 days)
OR logic: any rule must be true (e.g., Tag = vip OR Custom field VIP-flag = true)
Mix AND/OR with grouping: (A AND B) OR (C AND D)
WARNING — Don't nest more than 3 levels deep
If your workflow has conditions inside conditions inside conditions, it's nearly impossible to debug. When you find yourself at level 4, split into two separate workflows or use Goto-Workflow steps to keep each one readable.
