Condition nodes

Conditions split a flow into two or more paths based on data. Each condition node has a True and False output (or multiple outputs for multi-value conditions).

Message-based conditions

• Message Content — checks whether the most recent message contains, equals, or does not contain specific text. Supports text, image, video, audio, sticker, product, and order message types.

• Message Language — detects the language of the incoming message (useful for routing to language-specific teams).

Customer conditions

• New vs Returning Customer — branches based on whether the customer has contacted your store before.

• Customer Waiting Time — checks how long the customer has been waiting for a reply (greater than / less than a duration).

• Last Interaction — checks how long it's been since the customer last sent a message.

Ticket conditions

• Conversation Assignee — checks which agent the Ticket is currently assigned to.

• Conversation Status — checks whether the Ticket is Open or Closed.

• Label — checks whether a specific Label is or isn't applied to the Ticket. Up to 20 Labels per condition.

Time conditions

• Business Hours — branches based on whether the current time is within or outside the business hours configured in Settings.

Shopify conditions (requires Shopify integration)

• Shopify Order Amount — checks order value (greater than, less than, between, equals).

• Shopify Order Products — checks whether the order contains specific products.

• Shopify Order Tags — checks whether the order has specific Shopify tags.

Marketplace conditions (Shopee and Lazada)

• Review Rating — star rating of a review (1–5 stars).

• Review Text — whether review text contains specific keywords.

• AI Review Sentiment — AI classifies the review as positive, negative, or neutral.

• AI Review Intent Detection — AI detects a custom intent within a review (you define the intent).

• Marketplace Products — whether an order or enquiry relates to specific products.

• Marketplace Order Cancellation Reason — the reason code for a cancelled order.

• Marketplace Order Return / Refund Reason — the reason code for a return or refund.