When building a Workflow, you can continue to the next path by using Reply Buttons (where a customer selects a Button to choose the route) or Branches. Branches route through the Workflow by checking each condition. If a condition is met, the Workflow will move on to the path which is connected to this condition.
With Branches, when a condition is met the Workflow will move straight to the connected path; no other connection will be made. If you’d like to have multiple conditions leading to different connections, you can use the Apply Rules action.
Important: If a conversation meets the conditions of multiple branches simultaneously, it will only go through the first matching branch from top to bottom — the remaining branches will not be checked.
Pro tip: Place more specific assignment rules (e.g., individual teammate assignments) higher in the branch order than general catch-all rules (e.g., team assignments). Because the workflow executes the first matching branch, a catch-all placed too high will capture conversations that should have matched a more specific rule below it.
Adding a branch condition
To add a branch (or Condition), click + Add branch which will insert a new branch at the end of the “If” branches.
To choose the condition, click on Missing condition to open up the side panel.
Here you can select the data and construct the condition to apply to this branch.
Pro tip: If you have multiple branches, you can edit and rename the branch with a description as a guide or reference to help you easily identify it.
Available data for branch conditions
Conditional branching in Workflows supports all standard data attributes and custom data attributes within Intercom — that is Person Data, Company Data, Message Data, Conversation Data or Availability.
Tips 👇
Use Conversation Topics within Branches, to route users according to the topic which the conversation has been labeled with.
If you want to trigger the branch based on message content, then enter multiple trigger words with separator OR, e.g.
❌ Do not enter multiple trigger words in one field like this
Note: If you are using IS or IS NOT condition for branches, please make sure you are not leaving additional space at the beginning or end of the text. Since this condition will need to be exactly as your entered text, additional spaces will cause the criteria not to match.
Note: There is no hard limit on the number of conditions which can exist within a branch.
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