Troubleshooting Guide: Resolving Issues with If/Else Actions in Workflows

Overview

If/Else actions are essential for directing contacts down the correct path in workflows. When misconfigured, they can cause contacts to be routed incorrectly or not move through the workflow at all. This guide highlights the most common issues with If/Else actions and provides step-by-step fixes to ensure workflows run as intended.

Q1: My If/Else action isn’t working as expected. How can I troubleshoot this?

A1:
If the action doesn’t fire correctly, the issue may be with your conditions or workflow trigger.

How to Check Your Conditions:

• Open your workflow and click on the If/Else action.

• Review the conditions in the If branch.

• Confirm that the data (tags, custom fields, etc.) exists and is correctly referenced.

• Verify that the workflow trigger itself is firing as expected.

Fix: Review and update condition criteria so they correctly match your variables.

Q2: Why are contacts not entering the correct branch of my If/Else action?

A2:
This usually happens when logic is set up incorrectly or conditions overlap.

How to Adjust Conflicting Conditions:

• Open your workflow and select the If/Else action.

• Check both If and Else branches.

• Make sure each branch has unique, non-overlapping conditions.

• Test with sample contacts that fit each scenario.

Fix: Ensure conditions are distinct and not contradictory.

Q3: I’m not seeing any contacts go through the Else branch. Why?

A3:
If no one is hitting the Else branch, your If condition is likely too broad, capturing all contacts.

How to Allow Contacts into Else:

• Open the workflow and select the If/Else action.

• Review the If condition.

• Adjust the condition to be more specific (e.g., use Does Not Equal or Is Empty).

Fix: Narrow the If condition so that some contacts can fall into the Else branch.

Q4: How can I troubleshoot an If/Else condition that seems to trigger incorrectly?

A4:
This may happen if the wrong condition type is being used (e.g., text vs. number).

How to Test a Condition:

• Open the workflow and click the If/Else action.

• Look at the condition in the If branch.

• Test with a known contact or variable value.

• Adjust the condition type (e.g., change from Contains to Equals) if needed.

Fix: Use test data to confirm the condition behaves as expected.

Q5: My If/Else action isn’t showing up as an option in the workflow. What’s the issue?

A5:
If the action doesn’t appear, it may be due to the workflow template or a loading issue.

How to Add If/Else:

• In the workflow builder, click “+” to add an action.

• Select If/Else from the action list.

• If it’s missing, confirm you’re using a supported workflow template.

• Refresh the page or restart your session.

Fix: Switch to the latest template or refresh the builder to restore the option.