Automations

Conditions

Filter when automations should execute.

Conditions filter when an automation should execute. Use conditions to target specific scenarios rather than running on every trigger.

Quick Overview: Combine conditions with AND/OR logic to precisely control when your automations run.

How Conditions Work

When a trigger fires, the automation checks all conditions before executing actions:

If all conditions pass → Actions execute
If any condition fails → Automation is skipped

Without conditions, the automation runs every time the trigger fires.

Adding Conditions

Click + Condition in the Conditions section
Select a Field to evaluate
Choose an Operator (equals, greater than, contains, etc.)
Enter the Value to compare against

Condition Operators

Operator	Description	Example
Equal to	Exact match	Channel = Email
Not equal to	Does not match	Status ≠ Closed
Greater than	Numeric comparison	Value > 1000
Less than	Numeric comparison	Value < 100
Contains	Text includes value	Brand contains "Ford"
Does not contain	Text excludes value	Customer ID doesn't contain "TEST"
Starts with	Text begins with value	Customer ID starts with "EU-"
Ends with	Text ends with value	Email ends with "@example.com"

Grouping Conditions

Combine multiple conditions using AND/OR logic.

AND Logic

All conditions must be true for the automation to run.

Example: Quote value > 500 AND Channel = Phone

Runs only for phone quotes over 500

OR Logic

Any condition can be true for the automation to run.

Example: Channel = WhatsApp OR Channel = SMS

Runs for both WhatsApp and SMS quotes

Nested Groups

Click + Group to create nested condition groups for complex logic.

Example: (Value > 1000) AND (Channel = Email OR Channel = Phone)

Runs for high-value quotes that came through email or phone

Conditions by Event

Quote Created / Order Created

Field	Description	Example
Brand	Product brand	Brand = "Ford"
Value	Total amount	Value > 1000
Status	Quote/order status	Status = "Open"
Channel	Origin channel	Channel = "Email"
Customer ID	Customer identifier	Customer ID starts with "EU-"
Customer Branch ID	Branch identifier	Branch ID = "MAIN"

Use Value conditions to target high-value opportunities for special handling.

Call Terminated

Field	Description	Example
Direction	Call direction	Direction = "Inbound"
Status	Call result	Status = "Missed"

Combine Direction = Inbound AND Status = Missed to create callback tasks for missed customer calls.

Customer Created

Field	Description	Example
Prospect	Is a prospect	Prospect = Yes

Conversation Tagged

Field	Description	Example
Tag	Specific tag applied	Tag = "Urgent"
Sender	Conversation sender	Sender contains "@company.com"
Source	Channel	Source = "WhatsApp"
Tagged By	Who applied the tag	Tagged By = "AI"
Assigned User	Current assignee	Assigned User = "John Smith"
Assigned Team	Assigned team	Assigned Team = "Support"
Status	Conversation status	Status = "Open"

Use Tagged By = AI to create automations that respond to AI-detected issues.

Best Practices

Start Specific

Begin with specific conditions and broaden as needed. It's easier to loosen restrictions than to add them later.

Test Incrementally

Add one condition at a time and verify the automation works before adding more complexity.

Use Value Thresholds

Filter by quote/order value to prioritize high-value opportunities:

Value > 1000 for immediate notifications
Value > 5000 for manager alerts

Combine Channel and Value

Target specific scenarios like "high-value phone quotes" or "email orders over 500".

Common Patterns

Pattern	Condition
High-value quotes	`Value > 1000`
Specific channel	`Channel = Email`
Missed inbound calls	`Direction = Inbound` AND `Status = Missed`
Urgent AI-tagged conversations	`Tag = Urgent` AND `Tagged By = AI`
Excluding test data	`Customer ID does not contain "TEST"`

Next Steps

Actions

Define what happens when conditions are met.

Examples

See real-world automation recipes.

Events

Triggers that start your automations.

Actions

Define what happens when automations trigger.