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Conditions

Conditions define the conditions that must be met for the actions to be executed. They allow for logical combinations of conditions using AND/OR operations and can include nested conditions up to a depth of 2.

Support for logical groupings: e.g., (1 OR 2) AND (3).

Condition groups:

You can group conditions together as a single unit to create complex grouped conditions. For example, you can group conditions 1 and 2 together and then combine them with condition 3.

Delay before conditions evaluation:

Specify delays in seconds, minutes, or hours before checking conditions.

Conditions

Conditions can involve multiple variables, such as keywords in a message properties, ticket properties, or chat properties, labels etc.

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Types of Variables (Properties):

  • Message Properties: Conditions based on message properties such as message body, message type, message sender, etc.
  • Ticket Properties: Conditions based on ticket properties such as ticket status, ticket priority, ticket assignee, etc.
  • Chat Properties: Conditions based on chat properties such as chat status, chat assignee, etc.
  • Reaction Properties: Conditions based on reaction properties such as reaction, reaction sender, etc.

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Types of Conditions:

Variable Conditions:

  • Equals: Checks if the value of the property is equal to the specified value.
  • Not Equals: Checks if the value of the property is not equal to the specified value.
  • Contains: Checks if the value of the property contains the specified value.
  • Not Contains: Checks if the value of the property does not contain the specified value.
  • Is Known: Checks if the value of the property is known or has a value (not null, undefined or empty).
  • Is Unknown: Checks if the value of the property is unknown (null, undefined or empty).
  • Less Than: Checks if the value of the property is less than the specified value (time, date, number).
  • Less Than or Equals: Checks if the value of the property is less than or equal to the specified value (time, date, number).
  • Greater Than: Checks if the value of the property is greater than the specified value (time, date, number).
  • Greater Than or Equals: Checks if the value of the property is greater than or equal to the specified value (time, date, number).
  • Is: Checks if the value of the property is the specified value (either text, days or boolean).
  • Not Is: Checks if the value of the property is not the specified value (either text, days or boolean).
  • On: Checks if the value of the property is on the specified day.

Group Conditions:

  • AND: All conditions must be met.
  • OR: Any one of the conditions must be met.