Configure conditions

Conditions determine whether a workflow is executed. All conditions must be met (AND logic).

Condition Structure

Each condition consists of:

{
  "field": "message_content",
  "operator": "contains",
  "value": "billing"
}

Available Fields

Conversation Fields

Field	Description	Example Values
`conversation_status`	Current status	open, assigned, closed
`conversation_priority`	Current priority	low, normal, high, urgent
`widget_id`	Widget ID	"1", "5"
`department_id`	Department ID	"2", "3"
`assigned_user_id`	Assigned agent	"10", "" (empty = not assigned)

Message Fields (only for message.received)

Field	Description	Example Values
`message_content`	Message text	Free text
`sender_type`	Sender type	visitor, agent, bot

Custom Fields

Additional fields can be checked via EventData (e.g., visitor metadata).

Operators

Operator	Description	Example
`equals`	Exact match (case-insensitive)	priority equals "high"
`not_equals`	Not equal	status not_equals "closed"
`contains`	Contains substring	message_content contains "help"
`not_contains`	Does not contain	message_content not_contains "spam"
`starts_with`	Starts with	message_content starts_with "Urgent:"
`ends_with`	Ends with	—
`is_empty`	Field is empty	assigned_user_id is_empty
`is_not_empty`	Field is not empty	department_id is_not_empty

Multiple Conditions

All conditions are linked with AND. If you need OR logic, create separate workflows with different conditions.

Example: "Message contains 'billing' AND priority is not 'urgent'"

[
  {"field": "message_content", "operator": "contains", "value": "billing"},
  {"field": "conversation_priority", "operator": "not_equals", "value": "urgent"}
]

No Conditions

If you do not define any conditions, the workflow will be executed every time the trigger event occurs.