Using the If/Else Workflow condition allows you to create different paths within a Workflow. This allows you to customize Workflows on a deeper level to enhance your business. There are numerous options for customizing the If/Else condition by adding one or multiple “and” & “or” filters to customize the setup as you need.
Perhaps you want one set of actions to happen for contacts who live in a certain geographic area, and you want a different set of actions for those in another area. Or maybe you want people with an email address to receive a series of email follow-ups, and people without an email address to be scheduled for a series of call follow-ups. Again, there are several options for customizing this condition in Workflows. Let’s take a look at how to set it up.
Step 1: Create a Workflow
Create a new Workflow or edit an existing one.
Set up your Workflow triggers.
Step 2: Add the If/Else Condition Event
Click the + to add an action to the Workflow.
Choose the “If/Else” condition.
Add one or more Segments and Operators, choosing from the dropdowns to customize the action. (In the GIF above, I set the condition so anyone with “Los Angeles” as their City, and anyone without the name Bob, would go down 1 path of the workflow. Anyone else would go down the 2nd path.)
NOTE: You can toggle between “And” and “Or” to decide if you want 1 or more operators to function together or independently. AND implies that both conditions must be met. OR implies any one of the conditions must be met. The first Or that the system runs into will be considered.
Please Note: When necessary, you would use conditions to filter as specifically as possible. You would separate these into multiple segments to dial in on specific scenarios.
In the example below, the contact will enter the branch based on an Appointment status trigger at the beginning of the workflow and only if they were tagged for opening an email. Or they will enter the branch if the same trigger caused them to enter the workflow and the contact was tagged for completing a call. (see screenshot below)
Note: You can add multiple options or paths to your If/Else condition to completely customize the Workflow experience.
Please note: The maximum number of branches for a single condition is ten. While you can branch this many scenarios, it is recommended to utilize multiple workflows for separation. This makes troubleshooting and tracking what is happening in a workflow easier.
To use branches, click on add branch and fill out conditions and segments as needed.
This will add a branch option.
Please Note: Using a naming convention for troubleshooting, updating, and organization is recommended.
Note: None is a branch that exists if none of the conditions, segments, and branches are met. Depending on your setup, this branch can be used for additional functionality.
Step 3: Add Additional Workflow Events/Actions
Once you’ve added the If/Else condition, you will see a split in the Workflow path with “Yes,” “No,” and “None”. Based on the filters from your If/Else condition, contacts will go down one of the three paths, and you can customize additional events.
Switch it from Draft > Publish mode for it to function.
Save and confirm any changes to your Workflow.
Pro Tips
Use Clear Naming Conventions: For easier troubleshooting and updates, use clear and descriptive names for your branches and conditions. This helps in quickly identifying and managing different paths within your workflow.
Test Your Workflow Thoroughly: Before publishing, test your workflow with various scenarios to ensure that all conditions and branches work as expected. This helps prevent errors and ensures smooth operation.
Organize Multiple Workflows: For complex setups, consider breaking down your workflows into multiple smaller workflows rather than using a single large one. This can simplify management and make tracking issues easier.
Utilize the “None” Branch: Make use of the “None” branch to capture and handle any unexpected or unfiltered scenarios. This ensures that all contacts are accounted for and processed appropriately.
FAQ
1. How many branches can I create in an If/Else condition?
You can create up to ten branches in a single If/Else condition. For more complex scenarios, it is recommended to use multiple workflows for better organization.
2. What does the “And” operator do in an If/Else condition?
The “And” operator requires that all specified conditions must be met for the path to be followed. If any condition is not met, the contact will not proceed down that path.
3. How does the “Or” operator work?
The “Or” operator allows the contact to proceed down the path if any one of the specified conditions is met. The first “Or” condition that is true will determine the path taken.
4. What should I do if none of the conditions are met?
Use the “None” branch option to handle scenarios where no conditions match. This branch can be used to ensure that contacts are still processed even if they do not fit the specified criteria.