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 or is not 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 Notification 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
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
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