Skip to main content

​
Overview

Conditional triggers let you control exactly when post-call WhatsApp messages send. Instead of sending after every call, messages only send when all conditions match.
Conditional triggers only apply to post-call WhatsApp functions. In-call functions use AI-triggered descriptions instead.
Condition Mapping

​
How It Works

Logic: All conditions must match (AND logic) 
Call Ends → Check Call Type → Check Conditions → If ALL Match: Send Message

​
Call Type Filter

Filter messages by call connection status:

​
Options

All (Default)
  • Send for all calls
  • Connected and not connected
Connected
  • Only send when call was answered
  • call_duration > 0
  • Customer spoke with AI
Not Connected
  • Only send for missed/failed calls
  • call_duration = 0
  • Voicemail, busy, no answer

​
Use Cases

Connected Only:
  • Appointment confirmations (only if booked)
  • Survey links (only for completed calls)
  • Thank you messages (only after conversation)
Not Connected:
  • Missed call follow-up
  • “We tried to reach you” messages
  • Callback request confirmations

​
Variable Conditions

Add conditions based on call data. Messages only send when values match exactly.

​
Condition Sources

1. Call Metadata Customer data from your system. Example Conditions:
  • lead_source equals "website"
  • customer_type equals "premium"
  • region equals "west"
2. Post-Call Variables AI-extracted data from conversation. Example Conditions:
  • appointment_booked equals true
  • interested equals true
  • confirmation equals true -objection_type equals "price"

​
Adding Conditions

1

Click Add Variable

In the “When should this function be called?” section
2

Select Source

Choose Call Metadata or Post-Call Variables
3

Select Field

Choose which field to check
4

Enter Value

Enter the value to match (equals comparison)
5

Add More

Repeat to add multiple conditions (all must match)

​
Condition Examples

​
Example 1: Appointment Confirmation

Send only when:
  • Call Type: Connected
  • Post-Call Variable: appointment_booked equals true
Result: Message sends only if:
  1. Customer answered the call
  2. AND appointment was actually booked

​
Example 2: Not Interested Follow-Up

Send only when:
  • Call Type: Connected
  • Post-Call Variable: interested equals false
  • Call Metadata: lead_source equals "referral"
Result: Message sends only if:
  1. Customer answered
  2. AND showed no interest
  3. AND came from referral program

​
Example 3: Missed Call Message

Send only when:
  • Call Type: Not Connected
Result: Message sends for all missed/unanswered calls.

​
Example 4: Premium Customer Survey

Send only when:
  • Call Type: Connected
  • Call Metadata: customer_type equals "premium"
  • Post-Call Variable: call_completed equals true
Result: Message sends only if:
  1. Call was connected
  2. AND customer is premium tier
  3. AND call reached natural completion

​
AND Logic

All conditions must match for message to send. Example: 
Condition 1: interested = true
Condition 2: appointment_booked = true
Condition 3: Call Type = Connected

Message sends ONLY when ALL THREE are true
If any condition fails: 
interested = true ✅
appointment_booked = false ❌
Call Type = Connected ✅

Message WILL NOT send (one failed)

​
Boolean Variables

For true/false post-call variables: Options:
  • true
  • false
Example:
  • interested equals true - Send only when interested
  • callback_requested equals true - Send only when callback wanted

​
Use Cases

​
Confirmation Messages

When to send:
  • Connected calls only
  • When action was completed
Conditions: 
Call Type: Connected
appointment_booked: true

​
Follow-Up Surveys

When to send:
  • Connected calls only
  • Call was completed successfully
Conditions: 
Call Type: Connected
call_completed: true

​
Callback Requests

When to send:
  • Connected or not connected
  • Customer requested callback
Conditions: 
Call Type: All
callback_requested: true

​
Sales Follow-Up

When to send:
  • Connected calls
  • Customer showed interest
  • No immediate purchase
Conditions: 
Call Type: Connected
interested: true
purchased: false

​
Best Practices

  • Start simple - Begin with call type + one variable
  • Test thoroughly - Make test calls to verify conditions
  • Use connected filter - Most messages should filter for connected calls
  • Verify variables exist - Ensure post-call variables are configured
  • Monitor delivery - Check if messages send as expected
  • Add escape conditions - Don’t send if already sent elsewhere
Create different functions for different scenarios rather than one complex function with many conditions.

​
Multiple Functions

You can create multiple post-call WhatsApp functions, each with different conditions: Example Setup: Function 1: appointment_confirmation
  • Connected + appointment_booked = true
Function 2: interested_follow_up
  • Connected + interested = true + appointment_booked = false
Function 3: not_interested_feedback
  • Connected + interested = false
Function 4: missed_call_message
  • Not Connected
Each sends independently based on its own conditions.