Conditional Block

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What is the conditional block?

The conditional block is one of the most powerful blocks in Treble. It allows you to create intelligent conversation flows that make automatic decisions based on user responses, native variables, custom variables and HubSpot contact properties.

This block evaluates a condition and directs the conversation flow to different paths depending on whether the condition is true or false. It’s fundamental for creating personalized experiences and automating decision-making in your conversations.

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Before you start

Conditional blocks use different types of variables to evaluate conditions. Before you start, make sure you understand how they work:

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Variables in Treble

Conditional blocks use Treble variables to evaluate conditions. If you’re not clear on how variables work, you can read our guide on variables here:

Treble Variables

Learn to create and use custom variables and collected by the customer.

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Native variables

Native variables are special variables that the system automatically provides. You can use them directly in conditional blocks without needing to have captured them previously:

Native variables

Learn about the native variables available in Treble.

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HubSpot variables (if you use the integration)

If you use the HubSpot integration, conditional blocks can also use HubSpot contact properties:

HubSpot Variables in Treble

Learn to use HubSpot properties in your conditional blocks.

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Where to find the conditional block?

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Conditional block configuration

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Available operators

Treble offers 8 different operators to evaluate conditions:

Operator	Description	Example
Equal to	Compares if the value is exactly equal	age = 18
Greater than	Compares if the value is greater	age > 18
Less than	Compares if the value is less	age < 18
Greater than or equal to	Compares if the value is greater than or equal	age >= 18
Less than or equal to	Compares if the value is less than or equal	age <= 18
Contains	Checks if the value contains the specified text	message contains help
Does not contain	Checks if the value does NOT contain the specified text	message does not contain spam
Not equal to	Compares if the value is different	country != Colombia

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Use cases with native variables

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Example 1: Redirect based on user’s country

Objective: Automatically direct the customer to the agent who handles their country of residence.

Configuration:

• Variable: country_code
• Operator: Equal to
• Value: +57 (Colombia)

Flow:

• If country_code = +57 → Colombia Agent
• In all other cases → General Agent

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Example 2: Business hours

Objective: Show different messages according to the time of day.

Configuration:

• Variable: time
• Operator: Greater than or equal to
• Value: 09:00

Flow:

• If time >= 09:00 and time < 18:00 → Business hours message
• In all other cases → Out of hours message

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Example 3: Days of the week

Objective: Offer promotions only on weekends.

Configuration:

• Variable: weekday
• Operator: Greater than or equal to
• Value: 6 (Saturday)

Flow:

• If weekday >= 6 → Weekend promotion
• In all other cases → Regular message

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Example 4: Initial keywords

Objective: Route based on the keyword with which the user starts the conversation.

Configuration:

• Variable: inbound
• Operator: Equal to
• Value: Support

Flow:

• If inbound = Support → Support flow
• If inbound = Sales → Sales flow
• If inbound = Quote → Quote flow
• In all other cases → General menu

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Use cases with custom variables

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Example 1: Customer age

Objective: Offer different products based on customer age.

Configuration:

• Variable: customer_age
• Operator: Greater than or equal to
• Value: 18

Flow:

• If customer_age >= 18 → Adult products
• In all other cases → Minor products

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Example 2: Problem type

Objective: Direct to different agents based on the type of problem reported.

Configuration:

• Variable: problem_type
• Operator: Contains
• Value: technical

Flow:

• If problem_type contains technical → Technical agent
• If problem_type contains billing → Billing agent
• In all other cases → General agent

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Compound conditions

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Example 1: Multiple conditions in one block

You can add multiple conditions in the same conditional block:

Configuration:

• Condition 1: country_code = +57
• Condition 2: time >= 09:00
• Condition 3: time < 18:00

Result: The flow will follow the “Yes” path only if ALL conditions are true (Colombia user AND during business hours).

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Example 2: Conditional block followed by another conditional block

You can chain multiple conditional blocks to create complex flows:

Flow:

1. First conditional block: Is the customer from Colombia?
   • Yes → Second conditional block: Is it business hours?
     • Yes → Colombia agent during business hours
     • No → Colombia agent outside business hours
   • No → Third conditional block: Is it business hours?
     • Yes → International agent during business hours
     • No → International agent outside business hours

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Using “In all other cases”

The “In all other cases” is fundamental in conditional blocks. It defines what happens when none of the configured conditions are met.

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Practical example:

Configuration:

• If country_code = +57 → Colombia Agent
• If country_code = +55 → Brazil Agent
• In all other cases → International Agent

Important: You must always connect the “In all other cases” to a message block or action. Never leave this route unconnected.

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Schedule and time configuration

To configure time-based conditions, you can use the Time condition:

Schedule and time configuration

Learn to configure schedules and time in Treble.

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Time condition configuration example:

Configuration:

• Type: Time condition
• Time zone: America/Bogota
• Schedule: 09:00 - 18:00 (Monday to Friday)

Flow:

• If it’s business hours → Regular agent
• In all other cases → Out of hours message

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Best practices

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1. Always connect “In all other cases”

Never leave this route unconnected. It should always lead to a message block or action.

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2. Use descriptive names for variables

Instead of var1, use names like customer_age, problem_type, user_country.

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3. Test your conditions

Before deploying, verify that your conditions work correctly with different values.

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4. Keep flows simple

Avoid creating overly complex flows. If you have many conditions, consider splitting them into multiple blocks.

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5. Document your decisions

Use comments in message blocks to document why you made certain decisions in the flow.

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Common troubleshooting

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Problem: The block doesn’t work as expected

Solution: Verify that:

• The variable exists and has the correct value
• The operator is appropriate for the data type
• The comparison value is in the correct format

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Problem: Multiple conditions don’t work

Solution: Remember that all conditions must be met for the flow to follow the “Yes” path. If you need only one to be met, use separate conditional blocks.

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Problem: Time condition doesn’t work

Solution: Verify that:

• The time zone is configured correctly
• Times are in 24-hour format
• Days of the week are configured correctly

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Advanced examples

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Example 1: Intelligent support system

Objective: Create a system that automatically directs based on country, schedule and problem type.

Flow:

1. Conditional block: Is it business hours?
   • Yes → Conditional block: Is the customer from Colombia?
     • Yes → Colombia agent
     • No → International agent
   • No → Out of hours message

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Example 2: Personalized sales system

Objective: Offer products based on customer age and country.

Flow:

1. Conditional block: Is the customer of legal age?
   • Yes → Conditional block: Is the customer from Brazil?
     • Yes → Adult products in Brazil
     • No → International adult products
   • No → Minor products

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Example 3: Conversation router

Objective: Automatically route based on initial keyword.

Flow:

1. Conditional block: What is the initial keyword?
   • If inbound = Support → Support flow
   • If inbound = Sales → Sales flow
   • If inbound = Billing → Billing flow
   • In all other cases → Main menu

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Next steps