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Quick Overview

Conditions let your agent make smart decisions about which path to take in a workflow. Instead of rigid rules like “if field equals X”, you write natural language prompts like “if the customer seems angry” or “if this email needs a response”. Your AI agent evaluates these conditions by understanding context, sentiment, and meaning — not just exact matches. This means you can handle complex scenarios that would be impossible with traditional automation tools. Use conditions to route different types of requests, filter content intelligently, or handle multiple scenarios within a single workflow. Your agent chooses the best path based on what it actually understands from the data.

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Creating Your First Condition

To add a condition to your workflow, click the plus button (Add step) below any action or between two actions, then select “Condition”.
Adding a condition step

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Setting Up the Condition

Once you’ve added a condition, you’ll see the condition configuration panel.
Initial condition setup
Every condition prompt starts with “Go down this path if…” followed by your criteria. For example:
  • the email received was asking a question and needs a response
  • the email contains a 6 digit user ID number
  • the user asked for a refund or seems angry
For best results, include examples in each condition prompt.

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Adding Multiple Condition Paths

You can create multiple branches to handle different scenarios. Click ”+ Add Condition” to create alternate paths.
Adding alternate condition paths
Each condition branch should have a clear, distinct criteria. Your agent will evaluate all conditions and follow the path the model deems “most true”.

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Advanced Configuration

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Force Agent to Select a Branch

By default, if no conditions are met, your agent will stop the task. You can change this behavior by enabling “Force the agent to select a branch”.
Force agent to select branch option
When enabled, your agent must choose one of the defined paths even if none of the conditions perfectly match. This is useful when you want to ensure the workflow always continues.

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Renaming Conditions

For better organization, especially in complex workflows, rename your conditions with descriptive titles.
Renaming a condition
Click on the condition title (e.g., “Condition 1”) and replace it with a meaningful name like “Found a response” or “Customer is angry”.

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Best Practices

Be explicit about what you’re looking for. Instead of “important email”, use “email from a C-level executive or marked as high priority”.
Consider what happens when conditions overlap or when none match. Use the test panel to verify behavior.
Include examples in your condition prompts to improve accuracy: “the email asks about pricing (e.g., ‘how much does it cost’, ‘what are your rates’)”.
For conditions that require understanding context, sentiment, or complex logic, use more advanced models. For simple keyword matching or basic categorization, faster models work well.

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Troubleshooting

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Common Issues

  1. Workflow stops when no conditions match
    • Enable “Force agent to select branch” or add a catch-all condition
  2. Wrong path is chosen
    • Review and refine your condition prompts
    • Add more specific examples
  3. Conditions overlap
    • Make each condition mutually exclusive
    • Order from most specific to least specific
If your workflow stops unexpectedly, check that each condition branch has at least one action following it. Empty branches will cause the execution to end.

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Next Steps

Now that you understand conditions, explore these related concepts:

Loops

Repeat actions for multiple items using conditions as filters

Knowledge Base

Combine conditions with knowledge search for intelligent routing

Human in the Loop

Use conditions to determine when human review is needed

Testing Workflows

Test your conditions with different scenarios
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