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-"
Does not start with	Text does not begin with value	Subject doesn't start with "Re:"
Ends with	Text ends with value	Email ends with "@example.com"
Does not end with	Text does not end with value	Email doesn't end with "@test.com"

Text comparisons ignore capitalisation.

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

Field	Description	Example
Brand	Product brand	Brand = "Ford"
Value	Total amount	Value > 1000
State	Quote state	State = "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.

Conversation Tagged

Field	Description	Example
Tag	Specific tag applied	Tag = "Urgent"
Channel	Connected account that received the message	Channel = "Support inbox"
Source	WhatsApp, SMS, Email, or Widget	Source = "WhatsApp"
Tagged by	Who applied the tag	Tagged by = "AI (auto-tag)"
Assigned user	Current assignee	Assigned user = "John Smith"
Assigned team	Assigned team	Assigned team = "Support"
Conversation status	Open, Pending, Snoozed, or Resolved	Conversation status = "Open"

Use Tagged by = AI (auto-tag) to create automations that respond to AI-detected issues.

New Conversation

Conditions on this event look at the message that started the conversation.

Field	Description	Example
Sender email	Address the message came from	Sender email ends with "@company.com"
Sender name	Display name of the sender	Sender name contains "Automatic"
Message subject	Subject line	Message subject starts with "Invoice"
Message recipients	Addresses the message was sent to	Message recipients contains "sales@"
Message CC	Addresses in copy	Message CC contains "manager@"
Message body	Message content	Message body contains "unsubscribe"
Channel	Connected account that received the message	Channel = "Support inbox"
Source	WhatsApp, SMS, Email, or Widget	Source = "Email"
Conversation status	Open, Pending, Snoozed, or Resolved	Conversation status = "Open"
Assigned user	Current assignee	Assigned user = "John Smith"
Assigned team	Assigned team	Assigned team = "Support"

Subject and body conditions are the most useful here — they let you route or discard a message based on what it actually says, before anyone opens it.

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 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 quotes 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 (auto-tag)`
Likely spam on arrival	`Message subject contains "unsubscribe"`
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.