Who This Is For / When to Use
Workflow builders who need conditional logic
Accounts using branching automation paths
Scenarios where contacts must follow different actions based on behavior or data
What the If/Else Action Does
The If/Else action evaluates one or more conditions and routes a contact into the first matching branch.
If no branch matches, the contact enters the None branch.
How to Add an If/Else Action to a Workflow
Step 1: Create or Edit a Workflow
From Automations > Workflows, click Create Workflow or open an existing workflow.
Step 2: Open the Workflow Builder
Use the three-dot menu to select Edit Workflow if editing an existing workflow.
Step 3: Add the If/Else Action
Click the + icon and select Condition.
Scenario Recipes
What Scenario Recipes Are
Scenario Recipes are pre-built templates that quickly configure common If/Else conditions.
Reduce setup time
Surface required prerequisites
Provide structured branching logic
Available Scenario Recipe Types
Availability
Contact Replied
Has Tag
Build Your Own
Building Custom Conditions (Build Your Own)
Adding Branches
Each branch represents one conditional path.
Click + Add Branch to create additional paths
Maximum of 10 branches per If/Else action
Naming Branches
Rename branches for clarity and troubleshooting.
Adding Conditions and Segments
Each branch can contain one or more condition segments.
Use AND to require all conditions
Use OR to allow any condition to pass
The first valid OR encountered determines routing
Branch Ordering and Execution Logic
How Branch Order Works
Branches are evaluated top to bottom.
The first branch that evaluates to true is used.
Reordering Branches
Drag branches or use Reorder Branches to change priority.
Confirmation After Reordering
A success message confirms branch order updates.
Time-Based Conditions
Time of the Day
Time-based logic supports 15-minute intervals.
Before
After
Exact time
Appointment-Based Conditions
Available Appointment Conditions
You can branch based on:
Appointment Rescheduled
Start Date
End Date
Last Appointment At
Requirement:
Either Appointment Status or Customer Booked Appointment trigger must be present.
Appointment Field Selection
Choose appointment-related fields when building conditions.
Message-Based Conditions
Replied Message Operators
The If/Else action supports expanded operators:
is any of (comma separated)
is none of (comma separated)
contains
does not contain
Contact Details Conditions
Supported Contact Fields
Use contact-based data such as:
Full Name
City
Tags
Attribution fields
Engagement score
Viewing Multiple Conditions in a Branch
Expanded Condition View
For branches with multiple conditions, click +x other conditions to view all logic.
None Branch Behavior
What the None Branch Does
The None branch runs when no other branch conditions are met.
Nested If/Else Actions
Using Multiple Condition Layers
You can stack If/Else actions for advanced logic trees.
Saving, Testing, and Publishing
Saving the Action
Click Save Action after configuring conditions.
Testing the Workflow
Use Test Workflow to validate routing before publishing.
Publishing the Workflow
Switch from Draft to Publish to activate the workflow.
Common Issues and Fixes
Contacts going down the wrong path
Check branch order and OR logic placement.Appointment conditions not appearing
Confirm required triggers are added.Conditions not matching expected values
Verify field availability for the contact at runtime.
FAQ
How many branches can an If/Else action have?
You can create up to 10 branches per If/Else action.
What happens if multiple branches match?
Only the first matching branch (top to bottom) is used.
What does the AND operator do?
All conditions in the segment must be true.
What does the OR operator do?
Any single condition can route the contact.
The first OR evaluated determines the path.
How precise is the Time of the Day condition?
Time can be set in 15-minute intervals.
Can I branch based on appointment activity?
Yes. Appointment Rescheduled, Start Date, End Date, and Last Appointment At are supported when required triggers are present.
What is the None branch used for?
It captures all contacts who do not meet any defined branch conditions.