Use the If/Else Action to Send Each Lead Down the Right Path

The If/Else action lets one workflow make a decision. You set a condition on the contact, such as a tag or a custom field value, and the workflow sends each contact down the branch that matches. Anyone who matches no branch goes down the None branch.

This matters because most accounts end up with near-duplicate workflows: one for new customers, one for returning customers, one for each service. Every copy is another place to fix a typo or a wrong phone number. With If/Else you keep one trigger and one shared start, then branch only where the messages truly differ. A custom field like Service Type can send one kind of lead a roofing text and another kind a gutter text, while both follow the same timing and the same booking link.

One detail makes it work: check what your None branch does. Contacts with an empty field or a missing tag land there, and an empty None branch means they quietly get nothing. Put a sensible default message on it, or an Internal Notification so your team can sort them by hand. Before you publish, test with one contact who matches a branch and one who does not, then check the execution logs to confirm each went where you expected.

How to use it

1. Open Automation > Workflows and select the workflow you want to change.
2. Click the + where the paths should split and choose the If/Else action.
3. Name the branch and add a condition, such as a contact tag or custom field.
4. Add the actions for that branch, then add another branch if you need a second path.
5. Put a default message or an Internal Notification on the None branch, then test with two contacts.

Who it helps

Home service companies, clinics and agency operators who run the same follow-up for several services or lead types.

Related: If you have a pile of near-duplicate workflows, this service rebuilds them into cleaner branching automations.