Conditions

Conditions based on conversation tags

Throughout the system you can work with conditional logic using two concepts:

• tags

• conditions

Tags are set throughout the system by the following events:

• a topic is triggered (because one of its keywords was detected)

• as a result to an answer on a Flow action (like the ask in the below example, or explicitly using the tag action)

• by the system (like opened, closed, no operator, email, etc), see this page.

The below screenshot shows how conditions can work for Flows. The second action asks the user how he or she is doing. Answering "good" will result in the tag good being tagged to this conversation. The third action of this flow will therefore execute due to it being only executed when the tag good is present. The last two actions however will be skipped in this example because the tags ok and bad are not present.

Example flow

A condition can be configured as part of an item by clicking on the button "Add condition to ….". In case of Flow actions the button will be called "Add condition to action". In case of an Answer it will be called "Add condition to answer", etc.

Adding a condition

Then you can simply add a tag by typing it in the input box called Tags followed by the enter key. Repeat multiple times if you want to add more tags.

The When drop down can be used if you want the condition to evaluate true when any of, all of or none of the tags are set.