Creating Feedback Automations Using IF, ELSE, and AND/OR.

What You Will Find Here

This article explains how to:

• Create IF conditions using feedback attributes
• Use ELSE to define an alternative branch
• Trigger Feedback Tagging and Ticket Create tasks based on conditions

Who Can Access?

No specific role is required for this feature.

How to Access

To access Feedback Based Tasks:

• Go to Automation.
• Open Workflows.
• Create a new Event Based Workflow or select an existing Event Based Workflow.
• Select Feedback Based Tasks.

What You Can Do Here

Create IF Conditions Using Feedback Attributes

You can use an IF task to evaluate feedback against one or more conditions. You can combine conditions with AND or OR relationships to control which Workflow branch is executed.

• Add an IF task under Feedback Based Tasks.
• Select a condition field.
• Define the required condition.
• Add additional conditions if needed.
• Connect the conditions using an AND or OR relationship.

The Workflow evaluates each feedback item against the conditions you define.

Notes

• IF conditions can use Customer Schema, Flow, Channel, Sentiment Score, and Content Category.
• Flow, Question, and Option conditions can support multiple selections.

Use ELSE to Define an Alternative Branch

You can use an ELSE task to define the actions that should run when the IF condition is not met.

• Add an ELSE task after an IF task.
• Add the required tasks to the ELSE branch.
• Add an End task to complete the Workflow.

The ELSE branch runs when the IF condition is not met.

Notes

• ELSE is optional.
• If an IF task is used within a Workflow, an End task must be added.

Trigger Feedback Tagging and Ticket Create Tasks Based on Conditions

You can connect actions such as Feedback Tagging and Ticket Create to an IF branch. These actions run when the feedback meets the defined condition.

• Add an IF task and define the required condition.
• Connect a Feedback Tagging or Ticket Create task to the IF branch.
• Add additional tasks to the branch if needed.
• Add an End task to complete the Workflow.

The connected tasks run when the feedback meets the defined IF condition.

Notes

• You can add multiple tasks consecutively within both IF and ELSE branches.
• Feedback Tagging was previously available in Automated Jobs and is now available in Workflows.
• Ticket Create is available in Workflows and can be triggered based on a condition.

Limits and Notes

• Tasks are executed in the order in which they are added.
• You can define multiple IF rules within the same Workflow.
• AND requires all defined conditions to be met.
• OR requires at least one of the defined conditions to be met.
• IF, ELSE, and End tasks are always visible in Workflow Run History.
• Workflow Run History displays only the tasks belonging to the branch that was executed for that run.
• If an IF task is used, an End task must be added.
• Text Analysis can run before an IF task. This allows the IF conditions to use the resulting Content Category or Sentiment Score.

FAQs

What fields can be used to create IF conditions?

IF conditions can use Customer Schema, Flow, Channel, Sentiment Score, and Content Category. Flow, Question, and Option conditions can also support multiple selections.

Can multiple conditions be combined in an IF task?

Yes. You can combine multiple conditions using AND or OR relationships. AND requires all conditions to be met. OR requires at least one condition to be met.

Is an End task required when using an IF task?

Yes. If an IF task is used within a Workflow, an End task must be added.