The trigger sets when a workflow starts; conditions decide whether a conversation or contact belongs in its scope. Conditions based on missing data can exclude valid cases.
Before you start
Prepare one conversation that should enter the flow and one that should not. Confirm that fields and labels used by conditions exist.
Steps
- 1
Choose the right event
In the editor, select an event that actually happens in your operation, such as conversation creation or status change.
- 2
Narrow the scope
Select inbox, channel or attributes where supported.
- 3
Write clear conditions
Use existing values and decide what should happen when a field is empty or unknown.
- 4
Test opposite cases
Run one matching and one non-matching case and inspect both outcomes.
- 5
Review overlap
Check other workflows responding to the same event to avoid duplicate actions.
Check the result
The matching case enters the workflow, the excluded case does not, and both outcomes are explainable.