There are times when you may want a workflow to behave differently depending on your business needs. A split branch helps you:
For example, you could use a split to separate customers who should receive a phone call (and have a phone number available) from customers who don’t, so they instead receive an email.
How to create a split branch
Follow these steps:
Open your workflow
Navigate to the workflow you want to edit.Add an If/Else branch
Insert the If/Else branch step where you want to create the split.
This step divides your workflow into YES and NO branches.
Set conditions
Use filters to define when the workflow should split.
You can use multiple filters for this action
Save your conditions
Once the conditions are set, click Save.
Define actions for each branch
For the YES branch, add escalation steps such as stronger email templates or legal reminders.
For the NO branch, add lighter actions such as a phone call, followed by resuming the main workflow.
