Branch

Overview

The Branch step lets you create different paths within your workflow, depending on certain conditions. It chooses the best route based on the situation.

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Create Branches

• Start by setting up a trigger for your automation.
• Add the Branch action to the automation flow.
• Define the conditions that will trigger each path.
• Within each path, click ➕ Add Step to specify what happens next.
• You can either finish the automation here or continue with additional actions.

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Branching Settings

Connector options give you full control over the Filter Data automation:

💡 Note: Click ➕ Add to add more conditions that must all be true for the automation to proceed. Click ➕ Or add an alternative condition, meaning that either the first set of conditions or the new set can trigger the automation.

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Fallback

The fallback option ensures that your automation continues even if no conditions are met. If none of the defined paths match, the workflow will follow a fallback route.

Set up a fallback path:

• Add the Branch action to your automation.
• Define conditions for each path.
• In the last branch, P ath Condition Type to Fallback.

💡 Note: The Branch action supports up to 7 paths, but you can add more by setting the last path’s Condition Type to Fallback and adding another Branch action after it. Repeat this process to build more advanced automation flows.

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Use Cases

Not sure how to use the Branch action? Here are a few ideas:

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Chaining Branches for Complex Logic

Each Branch action supports up to 7 paths. If you need more, chain multiple Branch actions in sequence:

1. Create your first Branch action with up to 7 paths
2. On any path that needs further routing, add another Branch action
3. This creates a decision tree — each level can split into 7 more paths

Example: Customer routing with 10+ segments

Tips for Effective Branching

• Order matters: Paths are evaluated top to bottom — put the most common condition first for clarity
• Always set a Fallback: The fallback path catches anything that doesn't match your conditions, preventing automation dead-ends
• Use "contains" for flexibility: "contains" is more forgiving than "matches" — it catches partial matches like "urgent" within "this is urgent"
• Combine with AI agents: Use an Ask Agent action before the Branch to have the AI classify or extract data, then branch on the agent's output
• Test each path: Use the Preview feature to send test data through each branch and verify the routing

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Pro tip: Combine branching with AI Agent Automation for intelligent routing. Have an agent analyze incoming data and output a category, then branch on that category. This gives you AI-powered decision-making within your automation flow.

Available Conditions

When setting up branch conditions, you can compare data using these operators:

Text Conditions

Each condition also has a negative version: "does not match", "does not contain", "does not start with", "does not end with".

Combining Conditions

• AND — all conditions must be true (e.g., "Subject contains 'urgent' AND Priority is not empty")
• OR — any condition can be true (e.g., "Source matches 'web' OR Source matches 'referral'")

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Tip: Use the@ symbol in the Value field to reference data from the trigger or previous actions. For example, type@ to insert the task name from a trigger into your branch condition.

Example: Route Support Tickets by Priority

Here's a practical example using branch conditions: