Skip to main content
A Condition node splits the flow into two paths — one for matches, one for non-matches.

​
Fields you can match on

FieldExample value
channelwebchat, email, whatsapp, instagram, messenger, shopify
subjectEmail subject line
message.bodyThe incoming message text
contact.emailContact’s email
contact.nameFull name
contact.companyCompany name
contact.tagsAny tag on the contact
intentAI-inferred intent (e.g. shipping, refund, pre_sales)
sentimentpositive, neutral, negative

​
Operators

OperatorMeaning
equalsexact match
not_equalsnot this value
containssubstring match (case-insensitive)
starts_withbeginning of the string
ends_withend of the string
invalue is one of a list

​
Combining conditions

One Condition node can have multiple rules. All rules in a condition are AND-ed — the branch matches only if every rule passes. For OR logic, use two Condition nodes back to back, each feeding the same next node from their yes outputs.

​
Multiple branches

Advanced: add more than two branches on a single Condition node. Each branch has its own rule set — the first matching branch wins. This is like if/else if/else instead of just if/else. Use multiple branches when you’re classifying into more than two buckets — e.g. intent = refund → returns team, intent = sales → sales team, default → AI.

​
Intent and sentiment

intent and sentiment are classified by the AI on every inbound message. They’re available as fields for conditions and as analytics dimensions. Common intents surface automatically — shipping, refund, pricing, technical, cancellation, pre-sales. If the model isn’t confident, intent is unknown.

​
Example

Match a high-value customer in distress: 
Condition:
  contact.tags     contains   "vip"
  AND sentiment    equals     "negative"
→ yes: Handoff (senior team, reason "VIP in distress")
→ no:  let AI continue

​
Tips

  • Start with one rule. Add more only when the first one isn’t specific enough.
  • Prefer tags over string matching. A tag is deliberate; a keyword match fires on anything.
  • Test with the Try run. The panel shows every condition’s evaluation with real values.