Workflow Conditions

Conditions act as filters between your trigger and your actions. Without conditions, a workflow runs every time the trigger fires. With conditions, it runs only when specific criteria are met.

Adding Conditions

1. Open a workflow in the builder.
2. Click + Add Condition below the trigger step.
3. Select a field, choose an operator, and set a value.
4. Add more conditions as needed.

Available Condition Types

Business Hours

Run the workflow only during or outside your configured business hours. Useful for routing after-hours calls to a different action than daytime calls.

• During business hours — The event occurred within your set schedule.
• Outside business hours — The event occurred after hours.

Agent Group

Restrict the workflow to events involving agents in a specific group, such as "Sales" or "Support."

Call Direction

Filter by whether the call was inbound or outbound. Available on call-based triggers only.

Call Duration

Set a minimum or maximum call duration threshold. For example, only trigger actions on calls longer than 60 seconds to filter out accidental dials.

• Operators: greater than, less than, equal to, between.

Caller ID / Phone Number

Match a specific caller number, area code prefix, or the JustCall number that received the event.

Disposition Code

Run the workflow only when the agent applied a specific disposition, such as "Interested," "Not Qualified," or "Appointment Set."

Tags

Check whether the contact or call has a particular tag applied. Supports both "has tag" and "does not have tag" checks.

Combining Conditions with AND / OR

• AND logic — All conditions must be true. Example: call direction is inbound AND call duration is greater than 120 seconds.
• OR logic — At least one condition must be true. Example: disposition is "Interested" OR tag is "Hot Lead."

You can nest groups to build more complex logic: (Condition A AND Condition B) OR (Condition C AND Condition D).

Best Practices

• Start with fewer conditions and add more only when the workflow fires too broadly.
• Use the Test Workflow feature to verify that your condition logic matches the scenarios you expect.
• Name your conditions descriptively in the builder notes so teammates understand the intent.
• Review execution logs to spot workflows that never fire — often a sign of overly restrictive conditions.

Common Patterns

Conditions give you precision. Use them to make sure automations reach the right people at the right time.