When building a Workflow, you can continue to the next path by using Reply Buttons (where a customer selects a Button to choose the route) or Branches. Branches route through the Workflow by checking each condition. If a condition is met, the Workflow will move on to the path which is connected to this condition.
With Branches, when a condition is met the Workflow will move straight to the connected path; no other connection will be made.
Adding Branches to your workflow
To add a branch to your workflow, click + Add step in the path that you want to add them to and choose "Branches". If they don't appear for you straight away, you can either scroll through the list, or use the search at the top of the list.
Once you have added your Branches step, you can continue to add your branch conditions.
Adding a condition to Branches
To add a branch condition, click + Add branch which will insert a new branch at the end of the “If” branches.
To choose the condition, click on Missing condition to open up the side panel.
Here you can select the data and construct the condition to apply to this branch.
Pro tip: If you have multiple branches, you can edit and rename the branch with a description as a guide or reference to help you easily identify it.
Using data in Branches
Conditional branching in Workflows supports all data attributes within Fin; both those you've synced from your platform, or those that you've added to the Fin platform. That includes People Data, Company Data, Conversation data or Availability.
Note: If you are using IS or IS NOT condition for branches, please make sure you are not leaving additional space at the beginning or end of the text. Since this condition will need to be an exact match of your entered text, additional spaces will cause the criteria not to match. This means that the IS and IS NOT conditions are also case sensitive, so if your condition contain "is bug" and the message contains "is Bug", then condition will not be met, in this case using "contains bug" will allow more flexibility in your condition.