What is this?
Logic steps don’t send anything to the customer. They decide which way the automation goes next, or when it continues. Think of them as the road signs and traffic lights of your flow.
[SCREENSHOT: automation-steps-logic-branches — A Condition Logic step with its Success and Fail outputs connected to two different messages]
What can I do here?
How to use it
Condition Logic
What it does: checks one or more rules and follows Success if they pass, or Fail if they don’t.
When to use it: “Is the customer’s city Mumbai?”, “Did they leave the budget empty?”, “Does their message contain refund?”
Each rule has:
- Comparator Source — what to look at: the Last Message Received, or a Contact/Custom Field.
- Operator — Equals, Not Equals, Greater Than, Less Than, Contains, Starts With, Ends With, Is Empty, or Is Not Empty.
- Value — what to compare against, as Free Text or another Custom/Contact Field.
Click Add Condition to add more rules, and choose AND (all must pass) or OR (any can pass) to combine them.
Condition Branch
What it does: compares one thing against several values and sends the customer down the matching path.
When to use it: menus and statuses — an order status of shipped, delivered, or cancelled, or a language choice.
- Comparator Source — the Last Message Received or a Contact/Custom Field.
- Branch Values — click Add Branch and give each a Label (for your eyes) and a Value to match.
- Enable Default branch — a catch-all path for anything that matches none of your values. Turn this on so no customer is left stuck.
Working Hours
What it does: checks whether it’s currently within business hours and follows Open or Closed.
When to use it: “We’ll reply now” during the day, and “We’re closed, back at 9am” at night.
- Use channel business hours (recommended) — uses the schedule you set next to the channel switcher, shared by WhatsApp, Web Chat, Facebook, and Instagram.
- Or set a custom schedule for this step: pick a Timezone, then for each day mark it Closed all day or set Open and Close times, with optional Break Start and Break End.
- Holiday Dates (Optional) — dates that always route to Closed.
- Fallback When Schedule Missing — where to go if there’s no schedule.
Delay
What it does: waits, then continues.
When to use it: follow-ups (“Wait 2 days, then check in”), or a short pause between messages.
- Delay — a Value and a Unit (Minutes, Hours, or Days). The minimum is 1 minute and the maximum is 6 months (180 days).
Jump To
What it does: jumps straight to another step in the same automation, skipping the normal lines.
When to use it: going back to an earlier menu or tidying up a flow with too many crossing lines.
- Target Node (required) — the step to jump to. No output connection is needed.
Switch
What it does: starts a different automation for the same contact and conversation.
When to use it: right after a button or list choice — “Sales” runs the Sales automation, “Support” runs the Support one — without rebuilding each branch here.
- Automation to Trigger (required) — another automation. You can’t pick the one you’re editing, so it can’t loop.
Troubleshooting / Technical Notes
- Nothing matched and the customer got no reply. Turn on Enable Default branch in Condition Branch, and connect Fail in Condition Logic.
- Working Hours always says Closed. Check the timezone and that the day isn’t marked Closed all day or listed as a holiday.
- The delay is too short or too long. The range is 1 minute to 180 days; for a series of timed messages use Sequences.
- Switch shows no automations. You need at least one other automation on the channel.
Last modified on September 20, 2026
