Conditional outcomes let you split an automation into named branches so that different contacts follow different paths depending on conditions you set. This is the key to routing — for example, sending different emails depending on a form answer, the rating a contact gave, or the state or branch they selected. On the automation canvas this action is called Add conditions (If/Then) ("Split the automation path based on specific rules"); its configuration panel is headed Create conditional outcomes.
How branching works
- Add an Add conditions (If/Then) action to the journey.
- Create one or more outcomes (branches). Each outcome is a named path with its own set of conditions.
- Each contact follows the branch whose conditions they match, and you place the relevant actions (such as an email) underneath each branch.
Setting up conditional outcomes
- Add Action → Add conditions (If/Then).
- Click Add Outcome for each branch you need (for example, Branch A, Branch B, Branch C).
- For each outcome:
- Enter an Outcome Name so it is easy to identify.
- Choose the matching logic under Apply outcome when — All conditions are met (every condition must be true) or One condition is met (any single condition is enough).
- Under Add conditions, add one or more conditions. Each condition is a Field, a Modifier, and a Value. The Field list includes Linked Fields, so an automation can branch on a linked field's value just like any other custom field.
- Click Add action to create the branches.
All conditions vs one condition
- All conditions are met — the contact must match every condition you listed for that outcome.
- One condition is met — the contact follows the outcome if they match at least one of its conditions.
Condition modifiers
Each condition compares a Field against a Value using a Modifier. The modifiers offered depend on the field type, and commonly include:
- is — the field's value matches the specified value exactly.
- contains — the field's value contains the specified value.
- does not contain — the field's value does not contain the specified value.
For some fields (for example, select-type or receipt fields) the modifier is include, and the Value(s) are chosen as chips rather than typed. Use Add Condition to stack more conditions on the same outcome.
Adding actions under each branch
- Under each branch, add the actions you want for contacts on that path — most commonly a Send an email action with content tailored to that branch.
- Typically you create one outcome (and one email) per branch.
- Insert the merge field values relevant to that branch in each email.
Common uses for branching
- Survey routing — send a different follow-up depending on whether a rating was positive or negative.
- Geographic routing — send different content or notify a different team depending on the state, branch or region a contact selected.
- Form-based routing — direct submitters down different journeys based on any answer they gave on the form.
- Receipt routing — send different messages for successful versus failed payments (see the receipt-triggered automations guide).