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 Customer message or User note contains specific words or phrases within the body
Attachment(s) Does or does not include an attachment
Tag(s) Is, Is not, 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

*Note: All regex operators and the Contains / does not contain operators indicated with an asterisk (*) above will be deprecated by the end of 2021. Please reach out to our support team if you have any questions about the options that are being retired.

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
Contains The field contains the words entered anywhere in the field
Does not contain The field does not contain the words 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 words entered exactly
Ends with The field ends with the words entered exactly
Matches regex pattern Use a regular expression to create your own operator
Note: All regex operators will be deprecated by the end of 2021. Reach out to support if you have questions about this retirement.

Notes on changes coming to text search operators

Changes are coming to the Contains / Does not contain and Starts with / Ends with text search operators. You should use whole words as your terms and define multiple conditions or Workflows to account for all variations that you want to find, rather than using single conditions looking for partial matches. We will stop matching on partial words as we make changes to improve Workflows.  

Example:
Currently if your condition is set to If Subject contains end, that condition will match on any word that includes end, like friend, send, weekend, trend, etc. 

That condition will only match when the word "end" is present in the subject after Workflows stop matching on partial words. It will no longer match on friend, send, weekend, trend, etc. 

You'll still be able to catch those variations — you'll just need to define OR conditions (or AND conditions with Does not contain) that define all the words you want to catch in whole. Your conditions would be If Subject contains end OR Subject contains friend OR Subject contains weekend, etc. 

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)
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