Workflow Conditions

A workflow runs when an inbound customer email matches a set of conditions that you define. It's important to note that a workflow only tries to match on new customer support conversations. Said another way, the workflow runs when a customer first emails you, but not on replies to that conversation. When condition subject matches, it triggers one or more workflow actions.

Condition Subjects

A workflow can match on the text of one (or more) of the following fields of an incoming email.

Conversation Subject

The conversation subject is the text in the subject line of an incoming support email.

Customer Name

In an incoming email, the customer name is the name inside the Reply-To of a customer email address. For example, in the email address <Joe Smith, joe@example.com>, "Joe Smith" is the customer name. Not all incoming emails contain a customer name.

Customer Email Address

In an incoming email, the customer email address is the email address inside of a customer's Reply-To. For example, in the email address <Joe Smith, joe@example.com>, "joe@example.com" is the customer email address. All incoming emails should include an email address.

Attachments

This special condition subject can match on whether there is (or is not) an attachment on an email.

Condition Operators

For any Condition Subject (except attachments), you may use the following operators to match on the text within that field.

Is equal to

Is equal to matches when the text you supply exactly equals the text in your Condition Subject. This operator is case sensitive.

For example: if you supplied the phrase “Bob’s burgers”, it would only match on “Bob’s burgers”, not on “bob’s burgers”, “bobs burgers”, "Bob's burgers are good", or “bob”.

Is not equal to

Is not equal to matches when the text you supply exactly does not equal the text in your Condition Subject. This operator is case sensitive.

For example: if you supplied the phrase “Bob’s Burgers”, it would match on “Ralph”, “Pandemic”, “Bob”, “bob’s burgers”, but not on “Bob’s Burgers”.

Contains

Contains matches when the text you supply is found anywhere in the Condition Subject. This operator is case insensitive.

For example: if you supplied the word “apple”, it would match on text like “Do you carry appleshirts?”, “I need an AppleTV”, or “Do you know what an apple is?”

Does not contain

Does not contain matches when the text you provide is not present anywhere in the Condition Subject. This operator is case insensitive.

For example: if you supplied the word “apple”, it would match on strings like “Hello how are you?”, “I need a TV”, but not on “I need an AppleTV”.

Starts with

Starts with matches when the condition subject starts with the text you supply exactly. This operator is case sensitive.

For example: if you supplied the word “bill”, it would match on “bill@example.com”, not on “Bill@example.com”, or “jim@bill.com”.

Ends with

Ends with matches when the condition subject ends with the tex you supply exactly. This operator is case sensitive.

For example: if you supplied the word “example.com”, it would match on “joe@example.com”, but not on “joe@example.com.au”.