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 a specific name
Customer Email Contains, does not contain, is or is not equal to, starts with, ends with a specific email address
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 a specific address in the To: field; helpful if forwarding aliases
Cc Contains, does not contain, is or is not equal to a specific address in the Cc: field
Subject Contains, does not contain, is or is not equal to, starts with, ends with text in the subject line
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 a specific tag(s)
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
Last Updated In the last or not in the last 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
Exact Last Updated Before or after a specific calendar date

Workflow actions

Action Description
Copy to Folder Copies conversations to a custom folder 
Send an Email 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 

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