Workflow Action - If/Else

Modified on: Fri, 30 May, 2025 at 3:57 PM

The "If/Else Condition" action in your automation workflow allows you to fork the contact's journey based on specific conditions. This is useful for creating personalized and dynamic workflows that adapt to your contact's behaviours.

TABLE OF CONTENTS

What is the If/Else Workflow Action?
Key Benefits of the If/Else Action
Action Details
Example: Follow-Up Based on Email Engagement
Frequently Asked Questions
Related Articles

What is the If/Else Workflow Action?

The If/Else action allows you to evaluate contact-specific data and route workflow automation based on whether the contact meets certain criteria. It creates two or more logical branches inside a workflow depending on whether a condition is true or false. his enables you to tailor subsequent actions according to the contact’s engagement or characteristics.

Key Benefits of the If/Else Action

Use conditional logic to tailor each contact's journey inside your automation flows.

Conditional Logic: Send contacts down different paths based on their behavior, status, or attributes.
Automation Efficiency: Prevent manual sorting by automating responses to common triggers.
Scalable Segmentation: Segment contacts dynamically using tag presence, appointment status, and more.
Visual Clarity: Instantly see workflow logic splits for easy debugging and optimization.

How to Use the If/Else Action

Step 1: Add the If/Else Action

Place the If/Else action wherever you want to split contacts based on a condition.

Open your workflow
Click the + icon to add a new action
Select If/Else from the action list

Step 2: Choose a Logic Setup Method

You can either:

Build from scratch by clicking "Build My Own", or
Use a prebuilt recipe that includes common conditional branches (e.g., country, tag).

Step 3: Fill Out the Inputs for the First Branch

The first branch appears automatically. Define your condition(s):

Use the dropdown to select the field, operator, and value you want to evaluate.
- Example: Current Day of Week → Is → Monday
Click Add Segment to add more condition rows.
Use AND or OR to control how conditions are grouped:
- AND = all conditions must be true
- OR = only one condition must be true

Step 4: Add Additional Branches (If Needed)

Click Add Branch at the bottom of the panel to define another condition group.
You can create as many branches as needed to cover all your logic scenarios.

Example:

Branch 1: Current Day of Week → Is → Monday
Branch 2: Current Day of Week → Is → Friday

Each branch will direct contacts to a separate path inside your workflow.

Step 5: Configure the “None” (Else) Branch

The None branch is automatically created and is used when a contact doesn't meet the conditions of any defined branches.

This branch does not require or support conditions.
You can only name the branch — no logic setup is needed.
Add any fallback workflow actions under this branch (e.g., notifications, default messaging, tags).

Action Details

Value Name	Description	Mandatory
Action Name	The name you assign to this action for easy identification in your workflow.	Yes
Condition	The specific condition that is evaluated (e.g., if an email was opened, if a form was submitted).	Yes
Branches	The paths that the contact will take based on the condition's outcome (e.g., Yes, No).	Yes
Segments	Segments let you group multiple conditions using AND/OR logic to create complex rules within a branch. Click here for more info on segments and operators	No

Example: Follow-Up Based on Email Engagement

Scenario: Your business sends a promotional email to customers, and you want to follow up differently based on whether they opened the email or not.

Solution using the "If/Else Condition" action:

Trigger: The workflow starts when a promotional email is sent.
Action 1: If/Else Condition to check if the email was opened.
Condition: Email Event is Opened.
Yes Branch: If the email was opened, send a thank-you email with a special offer.
No Branch: If the email was not opened, resend the promotional email with a different subject line.

Steps to Implement:

Add the If/Else Condition action to your workflow after sending the promotional email.
Set the Condition to "Email Event is Opened".
Configure the Yes Branch to follow up with a thank-you email and a special offer.
Configure the No Branch to resend the promotional email with a different subject line.

This approach ensures that you engage customers based on their interaction with your initial email, making your follow-up more relevant and effective.

Frequently Asked Questions

Q: How can I control how long the workflow waits before evaluating the If/Else condition?

To make sure your If/Else condition evaluates only after giving the contact enough time to take action (like opening an email), you should insert a Wait step before the If/Else action. Use the wait step’s “Wait for event OR timeout” configuration — for example, “Wait until the email is opened OR 1 day passes.” This means the workflow will pause and wait for the event to happen but will automatically continue after the set duration if it doesn’t. Once the wait condition is met (either by the event or by timeout), the workflow moves on to the If/Else condition to check whether the event actually occurred. This setup ensures your condition is evaluated at the right moment and helps you manage what happens if the event doesn’t happen at all.

Q: Can I edit a branch’s logic after it’s created?
Yes. You can update fields, operators, and values any time before or after publishing.

Q: Is the None branch required?
Yes, and it’s created automatically. You can rename it, but not remove it.