Solution node with conditional actions

Solution node conditional actions

Solution nodes can execute different actions based on conditions evaluated when the customer reaches the node.

Available actions

• Show message – Always shown (default).
• Create ticket – Show contact form and create Freshdesk ticket.
• Redirect to URL – Send customer to external page (e.g., survey, documentation).
• Set satisfaction survey – Ask 'Was this helpful?' (response stored in analytics).
• Send webhook – Fire a webhook event to your server.

Conditional action execution

You can configure a Solution node to choose different actions based on conditions:

1. In the Solution node properties, scroll to Conditional actions.
2. Click Add condition.
3. Define the condition (expression) — same syntax as Condition nodes.
4. Select the action to execute when the condition matches.
5. Optionally add multiple conditions (ordered — first match executes).
6. Define a default action (if no condition matches).

Example scenarios

• Resolved vs unresolved – If customer answered 'Yes' to 'Did this solve your problem?' → end session. Else → show contact form.
• Tier‑based routing – If customer tier is 'Gold' → redirect to priority support form. Else → show standard solution message.
• After‑survey – Always show satisfaction survey, then redirect to documentation.

Multiple actions

A single condition can trigger multiple actions (e.g., show message AND set satisfaction survey). Use the + Add action button within a condition.

Example configuration

Condition: answers['q_resolved'] == 'No'

Actions:

• Create ticket (contact form)
• Set satisfaction survey

Default action (if condition false):

• Show solution message
• Set satisfaction survey