Conditions

A Condition has one or more rules, then Otherwise. Rules are checked top to bottom, by code; the first that holds wins, and Otherwise takes everything else. Nothing here asks an AI.

What a rule reads

Source	Reads	Example
A code result	A field of a Run code step’s result, by its key and a path	`classify` · `intent` equals `pricing`
A contact attribute	One of your contact attributes, or the phone number	`lead_stage` equals `paid`
The message	Its text, its type, the tapped button’s id, or its media link	Tapped button id equals `buy`
Who sent the last reply	The agent, or the workflow step, that sent the latest reply in the chat	The agent that sent it equals Sales agent
A count over the chat	One of the counters below	Replies from Sales agent is greater than `4`

Counts over the chat

Counted from the stored chat (since it was last cleared), with no AI. In the last … hours narrows the window; 0 counts since the chat began.

Counter	Counts
Replies from an agent	Replies one of your agents sent. Pick steps of an Advanced agent’s flow to count only the replies from those steps — e.g. its Answer steps, to count the questions it has answered
Messages sent by steps	Messages that chosen steps of this workflow sent — e.g. how often the payment link went out
Messages from the user	Everything the user sent
Times the user sent this exact text	Messages with the same text as this one, ignoring case and outer spaces

The user’s current message is already counted: Times the user sent this exact text greater than 2 means “this is at least the third time”.

How it compares

Operator	Holds when
equals, does not equal, contains	Text compares ignore case
has any of these words	The text holds one of the words or phrases you list (comma or one per line) as whole words, in any script: `paid, done, ho gaya, भुगतान` matches “I paid” but not “unpaid”
matches the pattern	A regular expression, ignoring case: `^(image\|video\|sticker)$`
is greater than, is less than	Numbers — counters, scores, amounts
is empty, is not empty	No value needed

Common rules

You want	Rule
A tapped button	The message · Tapped button id · equals · `buy`
A photo, video or sticker	The message · Its type · matches the pattern · `^(image\|video\|sticker)$`
A voice note	The message · Its type · equals · `audio` (its words are in Its text when Audio Transcription is on)
A payment claim in words	The message · Its text · has any of these words · `paid, done, payment done, ho gaya`
A flood of repeats	Times the user sent this exact text, last 2 hours · is greater than · `2`
Keep the user with an agent	Who sent the last reply · The agent that sent it · equals · your agent
A limit kept on the contact	A contact attribute · `other_messages_count` · is greater than · `5`

Put the cheap rules first — button ids, keywords, the message type — and code that calls an API after them, so most messages are decided without one.

Getting started

Pricing

Voice AI Agents

Chat Agents

CRM

Workflows

AI FDE

AI Auditor

KPI Manager

Phone Numbers

Calls

Webhooks

Widgets

Whatsapp (Facebook)

Integrations

What a rule reads

Counts over the chat

How it compares

Common rules

​What a rule reads

​Counts over the chat

​How it compares

​Common rules

What a rule reads

Counts over the chat

How it compares

Common rules