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Conditions

The Conditions block works like if–else statements in programming.
  • Diverts workflow paths based on rules (e.g., if status = open → continue, else → close).
  • Common use cases:
    • Route a ticket based on priority level
    • Send premium users to a VIP workflow
    • Trigger escalation if CSAT < 3

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Set Variables

The Set Variables block updates or assigns values to global or workflow-specific variables.
  • Often paired with Conditions for dynamic updates.
  • Examples:
    • Set escalation_required = true if SLA is breached
    • Update retry_count after an API failure
    • Change status = resolved when conditions are met

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Delay

The Delay block pauses the workflow for a set time before continuing.
  • Useful when external systems need time to update or respond.
  • Examples:
    • Wait 5 seconds after an API call before fetching results
    • Add a 2-hour delay before sending a follow-up reminder
    • Space out retries when contacting a third-party system
Use short delays for API syncs and longer delays for reminders, follow-ups, or staged notifications.