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A Condition node splits the flow into two paths — one for matches, one for non-matches.

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Fields you can match on

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Operators

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Combining conditions

One Condition node can have multiple rules. All rules in a condition are AND-ed — the branch matches only if every rule passes. For OR logic, use two Condition nodes back to back, each feeding the same next node from their yes outputs.

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Multiple branches

Advanced: add more than two branches on a single Condition node. Each branch has its own rule set — the first matching branch wins. This is like if/else if/else instead of just if/else. Use multiple branches when you’re classifying into more than two buckets — e.g. intent = refund → returns team, intent = sales → sales team, default → AI.

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Intent and sentiment

intent and sentiment are classified by the AI on every inbound message. They’re available as fields for conditions and as analytics dimensions. Common intents surface automatically — shipping, refund, pricing, technical, cancellation, pre-sales. If the model isn’t confident, intent is unknown.

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Example

Match a high-value customer in distress:

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Tips

  • Start with one rule. Add more only when the first one isn’t specific enough.
  • Prefer tags over string matching. A tag is deliberate; a keyword match fires on anything.
  • Test with the Try run. The panel shows every condition’s evaluation with real values.