Watch Part 3: https://intercom.help/zipleads/en/articles/6567654-part-3-build-a-feedback-request-with-if-else-conditions
This article will show you an example of an if/else condition in a workflow and how it works.
This example workflow starts with the trigger being Appointment Status > Showed.
From there, there is a 1 minute wait step that also has time windows set up so the following action (being an SMS), does not trigger unless it is between those timeframes.
The workflow then progresses to an SMS action that will be sent to the contact requesting feedback in the form of a rating from 1-5.
We then have an additional wait step of 2 days which gives the contact time to submit their answer. This step is set up to specifically wait for the contact to reply to the previous SMS.
Finally, we have our if/else condition. This condition contains 6 branches in total, including the none branch which will always automatically show when you set an if/else condition. This condition is set up where depending on what number rating the contact replies with, they will receive a different confirmation message.
The way these conditions are set up within each of the 5 branches created are:
Replied message > Contains > 5
Replied message > Contains > 4
Replied message > Contains > 3
Replied message > Contains > 2
Replied message > Contains > 1
We then have another wait step set up here that waits 1 minute from their reply under each branch.
From there, we have an SMS action set up under each branch that we can customise. If they reply with a low rating, the SMS reply is “Thank you for your feedback. I’ll pass this message on to see how we can improve next time”
If they reply with an average rating, the SMS reply is “Thank you for your feedback. Have a great day :)”
If they reply with a high rating, the SMS reply is “Thank you! We’re thrilled to hear you had a fantastic experience! Have a great day :)”
Now from here, you can set up additional actions under each of these actions, it could be an internal notification for a bad rating where someone in your team is notified. In this example, we have an additional wait step of 3 days before tagging the contact review request. We then have an additional workflow set up where when someone has this tag added to their contact, they receive a message requesting them to write a Google review. As the contact in question rated a 5 and it was a high rating, they may be more inclined to write a positive review.