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Workflows12 min

Conditional Logic

Create smart conversation flows with conditional branching. Route users down different paths based on their responses and variables.

What you'll learn

  • Understanding conditions
  • Add a condition to your workflow
  • Configure condition rules
  • Define TRUE and FALSE branches
  • Common examples
1

Understanding conditions

Conditions let you branch conversations based on variables. When a condition is TRUE, one set of actions runs. When FALSE, a different set runs. This enables personalized experiences based on user responses, lead scores, categories, and more.

Conditional Branching

User asks about pricing
Company size?
Enterprise (50+)
Show Enterprise
pricing page
Small team (<50)
Show Starter
pricing page
2

Add a condition to your workflow

In the workflow editor, click 'Add Condition' between your trigger and actions. Choose the condition type: 'User Response' checks answers from Ask Question actions, 'Lead Score' compares qualification scores, 'Category' matches lead categories.

Add Condition

User Response
Lead Score
Category
Custom Variable

Tip: Use "User Response" to branch based on answers from Ask Question actions.

💡Pro Tip

  • Use conditions after Ask Question actions to branch based on what users tell you.
3

Configure condition rules

Set up the logic for your condition. Choose a variable to check, an operator (equals, contains, greater than, etc.), and a value to compare against. You can add multiple rules with AND logic for complex conditions.

Configure Rules

company_size
50
4

Define TRUE and FALSE branches

Add actions to each branch. The TRUE branch runs when all condition rules are met. The FALSE branch runs otherwise. Each branch can have multiple actions that execute in sequence.

Define Branches

If condition is TRUE
Send enterprise pricing info
Offer demo booking
If condition is FALSE
Send starter pricing info
Link to self-service signup
5

Common examples

Enterprise routing: If company_size > 50, show enterprise pricing. Otherwise, show starter pricing. Support escalation: If sentiment is negative, escalate to human. Otherwise, continue with AI. Product recommendations: If budget > $100, show premium products. Otherwise, show value options.

💡Pro Tip

  • Start simple with one condition, then add complexity as you learn what works for your use case.

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