Conditions determine whether the flow should continue down a branch or not. In each branch, you can set one or more conditions, up to a maximum of 6, which act as evaluation rules.

Each condition is made up of three parts: "When [Field] → [Condition] → [Value]"
 

• This is the data you want to evaluate within the request. The available fields are divided into two groups:

  1. Request information

  These are the details specific to the request that starts the flow:

  • Agent responsible for the request
  • Requester
  • Current status of the request
  • Creation date
  • Request category

  2. Requester information

  This refers to the details of the person who initiated the request. It’s divided into two subgroups:

  • General information: default fields available in all communities, such as date of birth, hire date, job title, department, or length of service.
  • Custom profile fields: additional fields set up by each community according to their needs.

• Determines how the selected field is evaluated. The available operators vary depending on the field type:

  Field type	Available operators
  Text	Is / Is not / Contains / Does not contain / Is empty / Is not empty
  Numeric	Is / Is greater than / Is less than / Is greater than or equal to / Is less than or equal to / Is empty / Is not empty
  Date	Is equal to / Is after / Is before
  List	Includes / Does not include / Is empty / Is not empty
  Single option	Includes / Does not include / Is empty / Is not empty

• This is the data the field is compared to. The type of input varies depending on the field and operator selected:

  • Text or numeric: entered manually in a text field.
  • Date: selected from a date picker.
  • List or single option: selected from a dropdown menu. You can choose one or more options.
  • Is empty / Is not empty: the value field is automatically disabled, since no value is needed for comparison.

• When a branch has more than one condition, you can define how the system evaluates them. There are two options:

  • All conditions must be met (AND): the flow continues down that branch only if all conditions are met at the same time.
  • Any condition can be met (OR): the flow continues down that branch if at least one of the conditions is met.

  The logic you choose (AND or OR) is applied uniformly to all conditions in the branch. You can't combine both within the same branch. If you need to use different logic, you can do so by creating separate branches.

Setting up the conditions for each branch correctly is key to making sure the flow makes the right decisions automatically in every case.