Conditions — the IF blocks

A condition decides which way the flow goes. It carries the amber IF badge and has one output port per outcome, so you can wire a different path to each one.

Studio has three condition blocks:

Block	Question it asks	Outputs
Condition If/Else	Does this value match my rule?	One port per IF branch, plus an optional ELSE
Business Hours	Are we open right now?	Open · Closed
Agent Availability	Is anyone signed in to take this?	Online · Offline

All three appear in the Flow group of the block picker, and all three work in both messaging and voice flows.

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Condition If/Else

Routes the flow by comparing a value against a rule. Each rule you add becomes its own labelled output port.

Properties

Property	Options	What it does
Match mode	First match only · All matching branches	What to do when more than one rule matches.
IF branches	A list of rules	Each row is one branch. See below.
Add ELSE branch	On / Off	Adds a catch-all port for everything that matched nothing.
ELSE label	Text	The name shown under the ELSE port. Defaults to Everything else.

Anatomy of a rule

Each IF row has four parts:

Part	What to put in it
Branch label	A short name — Sales, Support, VIP. It becomes the port label on the canvas, so make it readable.
Value / variable	The thing being tested, written as a plain variable key: message.content, client_reply.content, http.json.status.
Operator	How to compare. See the table below.
Compare as	Text · Number · Boolean · Variable — how to read the right-hand side.
Compare to	What to compare against: a word, a number, true, or another variable.

Operators

Operator	True when	Notes
equals	The two values are the same
does not equal	They differ
contains	The right-hand text appears anywhere in the left-hand value	Not case-sensitive
does not contain	It does not appear	Not case-sensitive
starts with	The value begins with the text	Not case-sensitive
ends with	The value ends with the text	Not case-sensitive
greater than	Left > right	Numbers only; a non-numeric value is never a match
greater/equal	Left ≥ right	Numbers only
less than	Left < right	Numbers only
less/equal	Left ≤ right	Numbers only
exists	The value is present and not empty	Compare to is ignored
does not exist	The value is missing or empty	Compare to is ignored

tip

contains is the workhorse for customer replies — people type "sales please" and "I need SALES", not "sales". Reach for equals only when you control the value, for example an HTTP response code or an IVR digit.

Match mode

Mode	Behavior
First match only	Rules are checked top to bottom; the first one that matches wins and only its branch runs. Order your rules from most specific to most general.
All matching branches	Every rule that matches runs its branch, in parallel.

The ELSE branch runs only when no IF rule matched at all.

Branch ports

Every IF rule adds a port under the block, labelled with the branch name; ELSE adds one more. Drag a connector from each port to whatever should happen on that path. A port you leave unconnected simply ends that path — which is a perfectly good way to say "do nothing in this case".

Conditions after a wait

When a condition sits after a Reply Message with Wait for client response on, it evaluates against the customer's answer. Both {{message.content}} and {{client_reply.content}} hold that answer.

caution

If a post-wait condition matches nothing and has no ELSE branch, the flow stays parked at the condition and re-evaluates on the customer's next message. That is useful for "keep asking until they pick a valid option", but it means a customer can loop forever. Always give them a way out: an ELSE branch, a handover to a human, or an End Session block.

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Business Hours

Routes the flow by a named schedule you defined in Settings — weekly opening hours in a chosen timezone, with optional holiday calendars.

Properties

Property	What it does
Schedule (required)	Pick one of the account's business-hours schedules.

Outputs

Port	Runs when
Open	The current time falls inside the schedule's opening hours.
Closed	It falls outside them, or the day is a holiday on a calendar the schedule considers.

Variable	Holds
{{business_hours.status}}	open or closed
{{business_hours.schedule_id}}	Which schedule was evaluated
{{business_hours.timezone}}	The schedule's timezone

Notes

• The schedule's own timezone is used, not the customer's and not the browser's. A team in Tel Aviv and a team in London can each have their own schedule in the same account.
• Schedules are created in Settings → Business Hours. New accounts have none — create the ones you actually need. See Settings.
• The same schedule can be reused by any number of flows. Change the hours once and every flow follows.

Good uses: an out-of-hours auto-reply on messaging, and a "we're closed, leave a message" branch on a phone flow.

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Agent Availability

Asks whether anyone is signed in to Teloring right now — the same green dot you see in Team Chat. It is a live-session check, not a status an agent sets.

Properties

Property	Options	What it does
Check	Specific agents · Anyone in the account	Who to look at.
Agents to check (required for Specific)	Agent picker	The agents this branch depends on.
Consider online when	At least one selected agent is online · All selected agents are online	How strict the check is. Appears for Specific agents.

Outputs

Port	Runs when
Online	The check passed.
Offline	It did not.

Variable	Holds
{{availability.status}}	online or offline
{{availability.online_count}} · {{availability.offline_count}} · {{availability.checked_count}}	The counts behind the answer
{{availability.online_ids}} · {{availability.offline_ids}}	Which agents
{{availability.first_online_id}} · {{availability.first_online_name}}	A convenient "someone who can take this"

Two rules worth knowing

• An empty selection is never "everybody". If Check is set to Specific agents and no agent is selected, the result is Offline and the block shows a warning. This is deliberate: an unfinished block must not quietly behave like Anyone in the account and pass because some unrelated teammate happens to be signed in.
• AI Agents never count as online. They hold no session, so an always-available AI Agent cannot satisfy a human-availability branch. They are also left out of the picker.

tip

{{availability.first_online_name}} is handy for a message like Connecting you to {{availability.first_online_name}}… right before you hand the conversation over.

Next

• Actions — the THEN blocks — what each branch can do.
• Variables — what you can test in a rule.
• Flow recipes — branching used in complete flows.