The If/Else action allows you to separate contacts who trigger a workflow based on conditions you want them to meet, this helps you fine-tune your workflow and automate common actions that your customers perform. Meaning if there's any point where you want to split a workflow into different paths this action will allow you to do so. Let's check how it works!
📌NOTE: When adding a Conditional branch to your workflow you can select between prebuilt templates or creating your own from scratch.
Using Scenario Recipes
Scenario Recipes are prebuilt If/Else action templates to simplify the set-up process, some will have a few requisites you'll need to add into the workflow for the recipe to function. These will be displayed under its name.
Selecting a scenario will result in prepopulated branches for you to customize to your business needs.
Once the premade branches are filled out you can any additional conditions, segments, or branches needed.
Build Your Own
This blank format allows you to build a conditional action that suits your needs. To use it start by naming the action for easy identification.
Setting Up a Branch
These will be the conditions the contact needs to meet to qualify for the branch, the available conditions are organized into folders for you to select the specific value or action the contact needs to meet before moving to the next step.
You can add multiple conditions for the same branch, keep in mind that you will have to select between the And/Or operators to define the conditional behavior.
AND option: When selecting this option the contact has to meet all conditions added to qualify.
OR option: When selecting this option the contact will qualify for this branch if one of the conditions is met.
If you're looking to mix-and-match And/Or conditions under the same branch you can do so by clicking +Add Segment.
Creating Multiple Branches
You can add up to 10 branches under one If/Else action, to do so click the +Add Branch button.
You can reorganize the branches by dragging and dropping them with the 6-dot icon.
Duplicating Branches
Branches can be duplicated within the same conditional action by clicking the three dots menu on a branch and selecting “Duplicate Branch.” The duplicate will appear below the original with "(copy)" added to its name. However, different branches need different conditions, or the contacts will be assigned to only the first available branch therefore we recommend using this option as a base to add extra conditions to.
None Branch
In conditional actions, an additional branch will be automatically added to perform a series of tasks if the added conditions fail, this branch is called the “None Branch". This branch can be renamed but no conditions can be added to it and it will always be the last branch.
Once you've created your branches click Save Action to maintain the changes.
Adding Follow-up Actions
After setting up your branches you can add actions for each branch, including added If/Else actions.
And there you have it! Those are the basis of the If/Else action. Now, for a quick recap, the If/Else action allows you to separate contacts into different action paths depending on the conditions they meet. You can build them up from scratch or use a Scenario Recipe to have a base, allowing you to automate commonly recurring processes and vary your automation's behavior.
LU 10/12/25 Ext