Conditional attributes are available for conversations and ticket attributes. See the relevant help doc for conditional ticket attributes here.
What are conditional attributes?
Conditional attributes is a feature that enables you to:
Conditionally show attributes based on the value of another attribute. For example, show the attribute Delivery Carrier only when the value of Category = Delivery.
Conditionally limit the options of an attribute based on the value of another attribute. For example, only show the options Italy and Spain in the Country attribute if Region = EMEA, but show only the options Malaysia and Japan in the Country attribute if Region = APAC.
A common use case for this feature is to set up manual categorization of conversations for teammates to fill in.
This feature is not a security feature.
Terminology
There are two key terms to understand:
Controlling attribute - the attribute that has values which control whether one or more attributes appear. For example, when the Topic is “Delivery”, the attribute “Delivery Carrier” is shown, Topic is the controlling attribute.
Dependent attribute - the attribute that appears as a result of a value from the controlling attribute. For example, when the Topic is “Delivery”, the attribute “Delivery Carrier” is shown, “Delivery Carrier” is the dependent attribute.
How to set up conditional attributes for conversations
Here we cover two worked examples.
1) Show a new attribute based on the value of another
For example: show the attribute “Delivery Carrier” when Issue = “Delivery”.
Go to Settings > Data > Conversations to configure your conversation attribute settings.
Create two list attributes, Issue and Delivery Carrier if not already created.
Add a condition to the controlling attribute, Issue. To do this, click on the pencil icon and navigate to the "Conditions" tab.
Click Add condition to create a new condition.
Under “If option is”, select in the dropdown the relevant value for Issue. In this case “Delivery”.
Under “then show”, select the attribute you want to show when Issue = Delivery. In this case, select the attribute Delivery Carrier.
The dropdown below which says “All options” allows you to limit which options are shown when the condition is met. In this case, leave the dropdown to say “All options”. To see an example of how to limit the options shown, see below.
Save your conditions.
2) Limit the values in a dropdown of another attribute
You can limit the values in a dropdown of another attribute based on the value of another attribute. For example: if Category = EMEA, show EMEA countries only. But if Category is APAC, show APAC countries only.
In addition to conditionally causing a new attribute to appear based on the value of another attribute, you can also use conditional attributes to limit the options in a list dropdown.
Create the two attributes Category and Sub-category, If they are not already available. Subcategory should contain all the values relevant for each of the values of Category. In this example, Subcategory should contain a list of all countries in EMEA and APAC (Italy, Spain, Germany, Malaysia, Japan, Singapore).
To do this, add two conditions to the controlling attribute, Category. To do this, click on the pencil icon and navigate to the "Conditions" tab.
Click Add condition to create the first condition.
Under “If option is”, select in the dropdown the relevant value for Category. In this case “EMEA”.
Under “then show”, select the attribute you want to show when Category = EMEA. In this case, select the attribute Sub-category.
To limit the options in Sub-category when Category = EMEA, change the dropdown from "All options", to show just the options "Italy, Spain, and Germany".
Repeat the above for where Category = APAC.
Save your conditions.
Attributes with conditions applied to them will be hidden to teammates in the inbox by default, until the conditions for their visibility are met.
Impact to other settings, existing data, and automations
How this works with the other attribute settings
Required settings - if attributes are marked as required, they are only required if they appear.
Team visibility settings - still continue to apply.
How changes to the value of controlling attributes impact dependent attributes
When changing a controlling attribute after a dependent attribute is already filled in, the value for the dependent attribute will be automatically removed.
For example, if Topic is changed from "Delivery", the conditional attribute "Delivery Carrier" will be removed.
How changes to conditions set up impact data collected on existing conversations
Changes to conditions in the setup does not impact historical data already collected in attributes.
For example, where an attribute "Delivery Carrier" has conditions such that it only appears when Topic = Delivery, and Delivery Carrier has been set to “DHL”. Changing the conditions set up such that Delivery Carrier appears only when Topic = Package Missing will not remove Delivery Carrier as an attribute on the historical conversation, nor unset it.
When a teammate updates this attribute, it will unset and hide the attribute if it doesn’t match the new conditions.
How to use conditional attributes with AI Category detection.
AI category detection is a new feature currently in beta that enables Fin to automatically categorize conversations based on their content.
Please note that for now, AI category detection will not be limited based on the conditions set up. For example, AI category detection can fill out a subcategory that is not aligned with the category filled in according to the conditions created. AI category detection picking only from valid values as dictated by the conditions is coming soon.
If you would like to use both features, we recommend using AI category detection to categorize the top level category of a conversation, and then manually categorizing the subcategory in the Inbox where conditions will apply.
Other important notes:
There is a limit of 100 conditions per dependent attribute.
The controlling attribute can only be a list data type, not available for other data types. The option to add conditions is disabled if you don’t have any attributes that are of a list data type.
It's not possible to set up an attribute to appear based two conditions in an AND fashion. For example, only show attribute "Refund" if Category is "Product" AND "Price is > 100$".
Macros, workflows, and changes via API can fill out the dependent attribute without filling out the controlling attribute.
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