Condition Action

The Condition Action is very useful for designing dynamic workflows. Whenever you need to divide a conversation into two or more branches, this Action comes in handy — for example, sending sales inquiries directly to the sales team.

Types of Condition Actions

There are two Condition Actions under Flow actions in the left toolbar. In this tutorial, we’ll focus on Condition w/ else. This Action lets you define a condition:

• If the condition is true, the green endpoint is triggered
• If the condition is false, the red endpoint is triggered

How to Use It

Step 1: Add the Action

1. Find Condition w/ else under Flow actions in the left toolbar
2. Drag and drop it onto the canvas where you need it
3. Click on it: a panel opens on the right where you can choose the Attribute you want to evaluate

Step 2: Create a Condition

To create a condition:

1. Click Add a new condition
2. A pop-up will appear
3. Select the Attribute (for example, userEmail)
4. Define the condition by choosing one of the available options
5. Enter a value if required (for some conditions, no value is needed)
6. Click Apply condition

That’s it — you’ve set a new condition.

Available Condition Options

Here’s what each option means in simple terms:

Equality Conditions

• = equal As Numbers / = equal As Text → Check if two values are exactly the same (as numbers or text)
• ≠ not Equal As Numbers / ≠ not Equal As Text → Check if two values are different

Comparison Conditions

• > greater Than / ≥ greater Than Or Equal → Check if a number is larger (or larger/equal)
• < less Than / ≤ less Than Or Equal → Check if a number is smaller (or smaller/equal)

Text Conditions

• starts With / not starts With → Check if a text begins with (or does not begin with) a specific value
• starts With Ignore Case → Same as above but ignoring uppercase/lowercase differences
• ends With → Check if a text ends with a specific value
• contains / contains Ignore Case → Check if a text contains a specific value (ignoring case if selected)

State Conditions

• is Empty → True if the attribute has no value
• is Null → True if the attribute is null
• is Undefined → True if the attribute is not defined at all

Advanced Conditions

• matches → Check if the value matches a specific pattern (for advanced use cases)

Practical Examples

Example 1: Ask for Email Before Closing Chat

Check if userEmail is Undefined. If true, the green endpoint will trigger and you can ask for the email before ending the conversation.

Example 2: Ask a Series of Questions Before Moving On

Use a ChatGPT task to collect details step by step (for example: name, needs, phone number).

In the prompt, you can write:

Your role is to ask one by one the questions below:
- name
- needs  
- phone number
Once you receive all the responses, answer strictly with the word "eject".

When the user has answered everything, the gpt_reply will contain “eject”. Set a condition: if gpt_reply contains “eject”, continue the Flow.

Otherwise, connect the Else branch to a Reply Action so the user keeps receiving questions until the condition is met. Keep in mind you also need a Capture User Reply action to receive the user’s response, and you need to connect it to the ChatGPT task again.

Then ChatGPT will ask the next question until it responds with “eject”.

Example 3: Immediate Handover to Human Support

Use a ChatGPT task to run sentiment analysis on the conversation transcript. In the prompt, you can write:

Check if there are signs of frustration or negative sentiment in the lastUserText.
If yes, answer strictly with the word "human".

When the AI Agent detects frustration, the gpt_reply will contain “human”.

Set a condition: if gpt_reply equals “human”, trigger the Transfer to human Action.

Advanced Use Cases

Customer Segmentation

Route different customer types to appropriate experiences:

If customer_tier = "VIP" → Premium support flow
If customer_tier = "Standard" → Standard support flow

Time-Based Routing

Handle requests differently based on time:

If current_hour >= 9 AND current_hour <= 17 → Business hours flow
Else → After-hours flow

Language Detection

Route users based on their preferred language:

If user_language = "Spanish" → Spanish support
If user_language = "French" → French support  
Else → English support (default)

Product-Specific Logic

Handle different products with specialized flows:

If product_type = "enterprise" → Enterprise support
If product_type = "starter" → Basic support

Best Practices

1. Keep Conditions Simple

Use clear, straightforward conditions that are easy to understand and maintain.

2. Handle Edge Cases

Always consider what happens when conditions fail or attributes are undefined.

3. Use Meaningful Attribute Names

Choose descriptive names for attributes to make conditions more readable.

4. Test All Paths

Thoroughly test both the true (green) and false (red) paths of your conditions.

5. Document Complex Logic

Add comments or documentation for complex conditional logic.

Common Patterns

Multi-Level Conditions

Chain conditions together for complex decision trees:

Condition 1 → If true: Condition 2 → If true: Action A
                                   → If false: Action B
            → If false: Action C

Validation Flows

Use conditions to validate user input:

Capture Input → Validate Format → If valid: Continue
                                → If invalid: Ask again

Progressive Disclosure

Reveal information gradually based on user responses:

Basic Info → User Interest Check → If interested: Detailed Info
                                 → If not: Summary

Integration with Other Actions

ChatGPT Tasks

Use AI-generated responses as condition inputs:

ChatGPT Analysis → Extract Decision → Condition Check → Route Accordingly

User Attributes

Base conditions on collected user information:

Capture User Data → Store in Attributes → Condition Check → Personalized Flow

External Data

Use webhook responses in conditions:

External API Call → Process Response → Condition Check → Dynamic Routing

Troubleshooting Common Issues

Condition Never True

• Check attribute spelling and case sensitivity
• Verify the attribute is being set correctly
• Use debugging to check actual attribute values

Unexpected Flow Behavior

• Review condition logic and operators
• Test with known values
• Check for undefined or null attributes

Performance Issues

• Avoid overly complex nested conditions
• Consider using switch-like logic for multiple options
• Optimize attribute retrieval

Performance Considerations

Attribute Access

Ensure attributes are available when conditions are evaluated.

Complex Logic

Break down complex conditions into simpler, sequential checks.

Error Handling

Include fallback paths for when conditions fail unexpectedly.

Security Considerations

Data Validation

Validate user input before using in conditions to prevent injection attacks.

Sensitive Information

Avoid exposing sensitive data in condition logic or error messages.

Access Control

Ensure conditions respect user permissions and access levels.

These are just a few examples of how the Condition Action can be used. There are many more possibilities to design smart, flexible workflows that adapt to user needs and conversation context.

The Condition Action is fundamental to creating intelligent, responsive chatbot experiences in Pingstreams, enabling your flows to make dynamic decisions based on real-time conversation data.

If you have any questions about the Condition Action or other Pingstreams features, contact our support team for assistance.