The If/Else action allows you to split contacts into different paths in a workflow based on specific conditions. This helps you automate actions based on how your customers behave, making your workflow more effective.
Adding an If/Else Action
To get started, go to Automations in FEA Create and open the workflow you want to edit.
To add an If/Else action:
In your workflow click + Add Action.
Select If/Else.
You can now choose between using a prebuilt Scenario Recipe or building your own. To add an If/Else action:
Open your workflow.
Click + Add Action.
Select If/Else.
You can now choose between using a prebuilt Scenario Recipe or building your own.
Using Scenario Recipes
Scenario Recipes are ready-made If/Else templates that make setup easier. Some recipes require specific conditions, which will be shown below the recipe name.
Select a recipe from the list.
The workflow will automatically add prefilled branches.
Customize the branches to fit your needs.
Add extra conditions, segments, or branches if required.
Building Your Own If/Else Action
To create a custom If/Else action:
Select the Build Your Own option.
Name the action for easy identification.
Setting Up Branches
Branches define the conditions contacts must meet to move down that path.
Click + Add Branch to create a new branch.
Choose the conditions contacts need to meet.
Conditions are grouped into folders. Select the one that applies to your workflow.
Using AND/OR Conditions
You can add multiple conditions to a branch using the AND or OR operators:
AND: The contact must meet all conditions.
OR: The contact must meet at least one condition.
To combine AND/OR conditions in the same branch, click + Add Segment.
Adding Multiple Branches
You can create up to 10 branches under a single If/Else action. To add more branches:
Click + Add Branch.
Rearrange branches by dragging them using the six-dot icon.
Duplicating Branches
To duplicate a branch:
Click the three-dot menu on the branch.
Select Duplicate Branch.
The duplicate will appear below the original with (copy) in its name.
Modify the conditions in the duplicate to avoid conflicts, as identical conditions will assign contacts to the first matching branch.
The None Branch
Every If/Else action includes a None Branch, which runs when no conditions are met. This branch cannot have conditions added but can be renamed. It will always be the last branch in the list.
Adding Follow-up Actions
After setting up your branches, you can add follow-up actions for each path. These can include additional If/Else actions or other workflow steps.
Saving Your If/Else Action
Once you’ve configured the branches and follow-ups, click Save Action to apply the changes.
And that's it! The If/Else action helps you create flexible, automated workflows by splitting contacts into different paths based on their behaviors or characteristics.