Conditions

Conditions decide whether a rule fires. Add multiple conditions and choose whether all must match or at least one.

Conditions can be nested into groups for complex logic. See Complex rules for examples.

Message conditions

Check properties of the triggering message.

Address fields

Condition	Checks
From	Sender's email address or name
To	Recipients in the To field
Cc	Recipients in the Cc field
Bcc	Recipients in the Bcc field
Reply-To	The Reply-To address
To / Cc / Bcc	Any recipient field

Phone fields (SMS/WhatsApp only)

Condition	Checks
From	Sender's phone number
To	Recipient's phone number

Content fields

Condition	Checks
Subject	Email subject line
Message body	Full message text
Message body (without quote)	Body text excluding quoted replies
Message content	Searches across from, to, cc, bcc, subject, and body
Attachment name	Filenames of attachments
Headers	Raw email headers

Message properties

Condition	Checks
Automated?	Whether the message is a newsletter, autoresponder, or auto-generated
Read trackers?	Whether the message contains tracking pixels
Spam?	Whether the message landed in the spam folder
Sender	Who sent the message (outgoing rules only)

Conversation conditions

Check the state of the conversation.

Condition	Checks
Email account	Which email account received the message
Account	For SMS/WhatsApp/etc: which account received it
Assignee	Who the conversation is assigned to
Team	Which team owns the conversation
Label	Whether a specific label is applied
Number of messages	How many messages are in the thread
Watching user	Who is watching the conversation
Out of office user	Whether any participant is marked away
Conversation state	Whether it's assigned, closed, or in a team inbox

Time-based conditions

Condition	Use for
Reception time	Filter by when the message arrived (e.g., "outside business hours")
Rule trigger time	Filter by when the rule runs
Delay	Wait before running actions (e.g., "5 minutes after message arrives")
Unreplied and open after	SLA tracking - fires if no reply within X time
Unassigned and open after	SLA tracking - fires if not assigned within X time

Time-based conditions are key for SLA rules. Combine "Unreplied and open after 30 minutes" with a "Notify" action to alert your team about aging conversations.

Business hours measurement

For Unreplied and open after and Unassigned and open after conditions, you can measure time using business hours instead of calendar hours. When enabled, the timer only counts during your organization or team's configured business hours.

This is useful for SLA tracking that excludes nights, weekends, and holidays.

To use business hours:

1. Configure business hours in your organization or team settings

2. Add a time-based condition (Unreplied or Unassigned)

3. Check Measure in business hours

4. Select which business hours to use (organization or team)

If you use multiple time-based conditions in the same rule, they must all use the same business hours setting.

AI condition

Condition	Use for
Prompt	Ask AI to analyze the message and return a result

The AI reads the message and responds to your prompt. Match the response using operators like "is" or "contains".

Example prompt: Is this customer upset? Respond with only YES or NO.

Then set the condition to fire when the result is YES.

User action conditions

These only appear for user action rule types.

Condition	Checks
Action initiator	Who performed the action
Added label name	Name of the label that was added
Removed label name	Name of the label that was removed
Added label name (or parent name)	Matches if a child of the specified parent label was added
Removed label name (or parent name)	Matches if a child of the specified parent label was removed
Added assignee	Who was assigned
Removed assignee	Who was unassigned
New team	Team the conversation moved to
Previous team	Team the conversation moved from
Is a task	Whether the comment is a task
Mention	Who was mentioned in the comment

Operators

Different conditions support different operators:

Text operators

Operator	Matches when
is	Exact match
is not	Not an exact match
contains	Text appears anywhere
does not contain	Text doesn't appear
starts with	Text begins with value
does not start with	Text doesn't begin with value
ends with	Text ends with value
does not end with	Text doesn't end with value

Contact operators

Operator	Matches when
in contact group	Sender/recipient is in a specific contact group
not in contact group	Sender/recipient is not in a specific contact group
in contact company	Sender/recipient belongs to a company
not in contact company	Sender/recipient doesn't belong to a company
in contact book	Sender/recipient is in a specific contact book
not in contact book	Sender/recipient is not in a specific contact book
in contacts	Sender/recipient exists in organization contacts
not in contacts	Sender/recipient doesn't exist in organization contacts
is a past recipient	You've emailed this address before
is not a past recipient	You haven't emailed this address before

Value operators

Operator	Matches when
is	Equals the selected value
is not	Doesn't equal the selected value
is present	Field has any value
is blank	Field is empty
is lower than	Number is less than value
is greater than	Number is more than value

Time operators

Operator	Matches when
is within	Time falls within specified hours/days
is not within	Time falls outside specified hours/days
is before	Time is before a specific date
is after	Time is after a specific date