The If/Else action lets you split contacts into different paths within a workflow based on conditions you define. It's useful any time you want your workflow to behave differently depending on what a contact has or hasn't done.

📌NOTE: When adding a Conditional branch to your workflow, you can select between prebuilt templates or create your own from scratch.

Using Scenario Recipes

Scenario Recipes are prebuilt If/Else action templates to simplify the set-up process. Some have requirements you'll need to add to the workflow for the recipe to function; these are displayed beneath the recipe name.

Selecting a scenario will populate branches for you to customise to your business needs.

Once the premade branches are filled out, you can add any additional conditions, segments, or branches needed.

Build Your Own

This blank format lets you build a conditional action that suits your needs. Start by naming the action so it's easy to identify later.

Setting Up a Branch

These are the conditions a contact needs to meet to qualify for the branch. The available conditions are organised into folders so you can select the specific value or action the contact needs to satisfy before moving to the next step.

Locate fields by browsing each folder or by using the search function.

You can add multiple conditions to the same branch. You'll need to choose between the And/Or operators to define how those conditions work together.

  • AND option: The contact must meet all conditions added to qualify.
  • OR option: The contact qualifies for the branch if any one of the conditions is met.

To mix and match "and/or" conditions within the same branch, click +Add Segment.

Creating Multiple Branches

You can add up to 10 branches under one If/Else action. To do so, click the +Add Branch button.

You can reorganise the branches by dragging and dropping them with the 6-dot icon.

Duplicating Branches

Branches can be duplicated within the same conditional action by clicking the three dots menu on a branch and selecting "Duplicate Branch." The duplicate will appear below the original with "(copy)" added to its name. Bear in mind that different branches need different conditions, or contacts will be assigned to only the first available branch. We recommend using this option as a base to build on by adding extra conditions.

None Branch

In conditional actions, an additional branch is automatically added to handle contacts who don't meet any of the defined conditions. This is called the "None Branch". It can be renamed, but no conditions can be added to it, and it will always appear last.

Once you've created your branches, click Save Action to keep your changes.

Adding Follow-up Actions

After setting up your branches, you can add actions for each branch, including other If/Else actions.

That covers the If/Else action. In short, it lets you split contacts into different action paths based on the conditions they meet. You can build from scratch or use a Scenario Recipe as a starting point, making it straightforward to automate recurring processes and vary your workflow's behaviour.