Workflow Conditions and Actions
Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). This article lists all available conditions and actions.
Workflow conditions
| Condition | Description |
| Customer Name | Contains, does not contain, is or is not equal to, starts with, ends with, or matches a regex pattern for the Customer Name field |
| Customer Email | Contains, does not contain, is or is not equal to, starts with, ends with a specific email address, or matches a regex pattern for the Customer Email field |
| Help Scout User | Look for conversations where a specific User replied or added a note |
| Type | Is equal to or not equal to email, chat, or phone |
| Status | Is equal to or not equal to Active, Pending, Closed, or Spam |
| Assigned | Is equal to or not equal to a specific Help Scout assignee, or unassigned |
| To | Contains, does not contain, is or is not equal to, starts or ends with, or matches a regex pattern in the To: field, for an email address that is not the Mailbox address |
| Cc | Contains, does not contain, is or is not equal to, starts or ends with, or matches a regex pattern in the Cc: field |
| Subject | Contains, does not contain, is or is not equal to, starts or ends with, or matches a regex pattern in the Subject field |
| Body | Any customer message or User note contains specific text within the body |
| Attachment(s) | Does or does not include an attachment |
| Tag(s) | Contains, does not contain, is equal to, or matches a regex pattern |
| Rating | Satisfaction rating is equal to Great, Okay, or Not Good |
| Rating Comments | Satisfaction rating does or does not include comments |
| Date Created | In the last or is not in the last X days or hours |
| Waiting Since | Longer or not longer than X days or hours |
| Last User Reply | In the last or not in the last X days or hours |
| Last Customer Reply | In the last or not in the last X days or hours |
| Exact Date Created | Before or after a specific calendar date |
Workflow Operators
These are the operators you will find along with text search based conditions.
| Operator | Description |
| Is equal to | The field matches the text entered exactly, including spaces and special characters Note: When specifying tags, this will match any conversation that has the single tag you specify, even if there are other tags present. Use AND to specify additional tags. |
| Contains | The field contains the text found anywhere in the field Example: tag(s) contains apple will find the tags appleshirt, apple-delay, and cancel-apple |
| Does not contain | The field does not contain the text entered anywhere in the field Note: Using OR with Does not contain creates a double negative and will not give any results. Use AND with Does not contain instead |
| Is not equal to | The field does not match text entered exactly, including spaces and special characters |
| Starts with | The field starts with the text entered exactly |
| Ends with | The field ends with the text entered exactly |
| Matches regex pattern | Use a regular expression to create your own operator Need help with your regex? Regex Pal or Regex101 are great online tools. |
Workflow actions
| Action | Description |
| Copy to Folder | Copies conversations to a custom folder |
| Send an Email | Notify a Help Scout User or send a custom email to the customer |
| Forward | Forward conversation with a custom message to a third party |
| Add a Note | Add a private note to a conversation |
| Change Status | Change the status to Active, Pending, Closed, or Spam |
| Assign to User | Assign a conversation to a specific Help Scout User |
| Assign to Team | Assign a conversation to a specific Help Scout Team (requires Teams) |
| Add Tag(s) | Add one or more tags to a conversation |
| Remove Tag(s) | Remove one or more tags from a conversation |
| Move to Mailbox | Move conversations to another mailbox |
| Delete | Delete the conversation Note: Conversations deleted by a Workflow will not appear in Recently Deleted and are not recoverable |
| Set Custom Field | Set a Custom Field (requires Custom Fields) |