Conditions

Conditions are optional filters that control whether a workflow’s actions should run for a given call. If all conditions pass, the actions execute. If any condition fails, the entire workflow is skipped for that call.

If a workflow has no conditions, it runs for every call that matches its trigger and agent assignment.

Adding Conditions

In the workflow editor, click Add Condition to create a new condition rule. Each condition has three parts:

Field — The call data field to evaluate
Operator — How to compare the field value
Value — The value to compare against

Available Fields

Field	Type	Description
`call_duration`	Number	Call length in seconds
`call_status`	String	Final status: `completed`, `failed`
`sentiment`	String	AI-detected sentiment: `positive`, `negative`, `neutral`
`direction`	String	Call direction: `inbound`, `outbound`
`from_number`	String	The originating phone number
`to_number`	String	The destination phone number
`cost`	Number	Provider cost of the call
`agent_name`	String	Name of the AI agent that handled the call
`summary`	String	The AI-generated call summary text
`transcript`	String	The full call transcript text

Operators

Operator	Works With	Description
`equals`	All types	Exact match (case-sensitive for strings)
`not_equals`	All types	Does not match
`contains`	Strings	Field contains the specified text
`not_contains`	Strings	Field does not contain the specified text
`greater_than`	Numbers	Field is greater than the value
`less_than`	Numbers	Field is less than the value
`starts_with`	Strings	Field starts with the specified text
`ends_with`	Strings	Field ends with the specified text
`is_empty`	All types	Field has no value or is empty
`is_not_empty`	All types	Field has a value

Multiple Conditions (AND Logic)

When you add more than one condition, they are combined with AND logic. This means all conditions must be true for the workflow to run.

For example, if you set:

call_status equals completed
call_duration greater_than 60
sentiment equals positive

The workflow will only run for completed calls that lasted more than 60 seconds and had positive sentiment. If any one of those conditions is false, the workflow is skipped.

There is no OR logic between conditions. If you need OR behavior, create separate workflows — one for each condition set — with the same actions.

Examples

Run only for successful calls

Field	Operator	Value
`call_status`	equals	`completed`

Run only for long calls with negative sentiment

Field	Operator	Value
`call_duration`	greater_than	`120`
`sentiment`	equals	`negative`

This is useful for alerting your team when a caller is unhappy during a lengthy conversation that likely involved a significant issue.

Run only for inbound calls from a specific area code

Field	Operator	Value
`direction`	equals	`inbound`
`from_number`	starts_with	`+1415`

Run only when the transcript mentions a keyword

Field	Operator	Value
`transcript`	contains	`cancel`

This could trigger a retention workflow when callers mention cancellation.

💡

Use the summary field instead of transcript for keyword matching when possible. Summaries are shorter and more focused, which reduces false positives from casual mentions in long conversations.

Debugging Conditions

If a workflow is not running when you expect it to, check the Execution Log. It shows whether the workflow was skipped due to a condition not being met, and which specific condition failed. This makes it straightforward to identify and fix filtering issues.