Customize your workflows with conditional steps
If you have a workflow where the approval and/or task steps should change depending on the data from the intake form or form steps, you can use conditional steps. Conditional steps let you use if-then logic to create powerful, dynamic workflows.
Here are some example use cases for conditional steps:
- Refund requests: if requested amount exceeds $500, then a manager must approve it, but if the requested amount is under $500, then a team lead or supervisor must approve it.
- IT support tickets: if the requester's issue is hardware-related, then hardware-specific troubleshooting tasks are created and routed to the IT team. But if the issue is software-related, then software troubleshooting tasks are created.
- Product feedback/bug tracking: have requesters select which product area is affected in order to route it to the appropriate product manager/engineering team.
Watch this video to see how to set up conditional steps in your workflow:
Both "Number Input" and "Select from a List" question types can be used to determine conditional steps.
For example, let's look at a refund request workflow. You might have fields like "Refund Amount" (number) and "Reason for Refund Request" (list).
For conditional steps, the following comparison operators are available for each question type:
- Number Input
- is equal to
- is not equal to
- is greater than
- is greater than or equal to
- is less than
- is less than or equal to
- Select from a List
- is one of the following options
- is not one of the following options
Once your form has either a "Number Input" or "Select from a List" question, now any approval or task list step in your workflow can be made conditional. In the workflow designer, find the "Only run this step under certain conditions" toggle at the bottom of your approval or task list step:
Once toggled on, you can choose your question, comparison operator, and value(s):
Comparison operator options for a Number field.
Once you choose your operator, input a value. In this case, this step will only run when the "Refund Amount" is greater than 500.
Comparison operator options for a List field.
Once you choose your operator, select your list option(s). In this case, the step will only run when the "Reason for Refund Request" is either "Product defect" or "Item not as described."