Automations - Part 3: Conditions

Updated: July 12, 2024

In the last article, Automations Part 2, we covered how the first main part of automations, "Triggers," and how data objects are the foundation of automations. In this article, we cover the second main part of automations called "Conditions."

Go to: Data > Automations

Automation Conditions

After selecting the trigger from the "Automation Trigger" section, the next step is to select conditions from the "Automation Conditions" section. Within the "Automation Conditions" section, click the green Add Condition Set button to add the condition table.



The condition set begins with a single condition table row.



Continuing with the call disposition trigger example, we'll fill in the details of the table with that trigger in mind. On the left, under the "If Field" section, click the + sign to open the conditions menu. From the "Call Disposition" selection, scroll down and click Disposition ID (Integer).



Next, select an operator from the drop down menu located in the center of the row. In this example, we'll select Equals.



Lastly, we'll select Sale Closed for the call disposition.

This is what we have so far:

• Trigger: Call Disposition
• Condition: Call Disposition > Equals > Sale Closed

Any and All Operators

Notice the text and selection above the condition table. It reads "Select when __ of the following are true." This mainly applies when there are multiple condition rows within a condition set or multiple condition sets.

For example, we have a condition that requires a call disposition to be "sale closed." However, we want another condition that requires the city of the contact to be "Los Angeles." Now we have two conditions within a condition set.



If "Any" is selected, then only the "sale closed" disposition or "Los Angeles" city is required. However, if "All" is selected, then both "sale closed and "Los Angeles" are required to pass on to the next step of the automation.

There is another layer of conditions that can be configured. Let's say there is another set of conditions that may or may not be required for our current condition set.

For example, I have another condition set that requires "All" of the following to be true:

• the contact must have been created in the month of July
• the last call disposition set by an agent must be "Not Available"

In this example, I have set the operator that divides both conditions sets with the "OR" operator. This means my automation requires either "All" of the conditions in the first condition set "OR" the "All" of the conditions in the second condition set in order for the automation to pass on to the next step.

Automations can be as simple or as intricate as one needs. Keep in mind, it's in the conditions section where the majority of problems occur. Too many conditions can potentially cancel out or reduce the number of contacts that can pass through. Before committing, ensure the automation is tested and works as intended.

In our next article, we cover the many actions that can be executed based on the trigger and condition(s). 

Next Article: Automations - Part 4: Actions