Who This Is For / When to Use
This guide is for Kyrios users building workflows who notice contacts entering the wrong branch, skipping the Else path, or not triggering an If/Else action at all.
Use this article when:
Contacts do not enter the expected If or Else branch
Conditions appear correct but do not trigger
The Else branch never runs
The If/Else action cannot be added or shows errors
How the If/Else Action Works in Kyrios
The If/Else action evaluates contact data at the moment the workflow reaches the step and routes the contact based on whether the defined conditions are met.
If conditions are incomplete, conflicting, or reference missing data, contacts may route incorrectly or default to the Else path.
Why an If/Else Action Is Not Working as Expected
An If/Else action usually fails due to missing condition details, incorrect operators, or data that does not exist on the contact record.
How to Fix
Open the workflow
Click the If/Else action
Review each condition segment
Confirm the referenced field (tag, custom field, address, name) exists and contains data
Save and re-test
Why Contacts Enter the Wrong Branch
Contacts enter the wrong branch when conditions overlap or contradict each other.
For example, using both “Is empty” and “Is not empty” for the same field within the same branch can cause unexpected routing.
How to Fix
Open the If/Else action
Review all segments in the If branch
Ensure conditions are logically distinct
Avoid conflicting AND/OR logic
Test with multiple contact records
Why No Contacts Enter the Else Branch
If all contacts match the If conditions, the Else branch will never trigger.
This typically happens when the If condition is too broad or uses operators like Contains instead of Equals.
How to Fix
Open the If/Else action
Review the If branch conditions
Tighten criteria (for example, use Does not contain or Is empty)
Save and re-test with varied contact data
Why the If/Else Action Shows Validation Errors
Validation errors appear when required condition fields are not fully configured.
Examples include:
Operator not selected
Field not selected
Value missing
How to Fix
Open the If/Else action
Locate segments marked with warnings
Complete all required dropdowns and values
Save the workflow
How to Properly Test If/Else Logic Before Launching
Testing ensures contacts route correctly before the workflow is live.
How to Test
Create or select test contacts
Populate required fields (tags, names, addresses)
Manually add contacts to the workflow
Observe which branch each contact enters
Adjust conditions as needed
How to Add an If/Else Action to a Workflow
The If/Else action is available in standard workflow builders.
Steps
Open the workflow builder
Click + Add Action
Select If/Else
Configure branches and conditions
If the action does not appear, refresh the page or create a new workflow.
Common Issues and Fixes
Issue: If/Else action does not appear
Fix: Refresh the builder or start from a supported workflow template.
Issue: Contacts skip the action entirely
Fix: Confirm the workflow trigger is firing and the contact reaches the step.
Issue: Conditions look correct but fail
Fix: Verify the contact record contains the expected data at runtime.