Overview  

This doc covers the six process components available in the Workflow Builder:

• Check Email Activity - routes contacts based on how they responded to an email

• Check WhatsApp Activity - routes contacts based on how they responded to a WhatsApp message

• Check SMS Activity - routes contacts based on how they responded to an SMS

• If/Else - splits contacts into two paths based on a condition

• Multi-way Split - splits contacts into three or more paths based on field values

• Random Split - divides contacts randomly between two paths by percentage

• Merge - brings multiple paths back into one

To add any process component to your Workflow, find it in the Process section of the components panel on the left and drag it onto the canvas.

Check Email Activity  

Check Email Activity branches contacts based on how they interacted with a specific email. It's useful for follow-up sequences where the next step should depend on whether a contact opened, clicked, received, or missed a previous message.

Configuring Check Email Activity  

1. Drag Check Email Activity from the Process panel onto the canvas.

2. Click Configure Email activity.

3. Choose which email to evaluate:

• Specific email - picks a standalone email campaign from your account. Use the selectable dropdown.

• Workflow email - picks an email that was sent as part of a Workflow.

4. Under Select branches to add, check all the activity types you want to create paths for. The options are:

5. Click Save.

One branch node appears for each activity type you selected. Connect each to the next step for that engagement scenario.

Note: Specific link clicked is only available when you've selected an email with a link. 

Use Case: An online fitness platform uses Check Email Activity after a promotional email. Contacts who opened but didn't click get a follow-up, while contacts who clicked go straight to a registration confirmation flow.

Check WhatsApp Activity  

Check WhatsApp Activity branches contacts based on how they interacted with a specific WhatsApp message. You must first connect your WhatsApp Business account to Zoho Campaigns to use this component.

Configuring Check WhatsApp Activity  

1. Drag Check WhatsApp Activity from the Process panel onto the canvas. If you haven't connected a WhatsApp Business account yet, click Connect and complete the integration before continuing.

2. Click Configure WhatsApp activity.

3. Choose which message to evaluate:
   Select a Specific WhatsApp Message - picks a standalone WhatsApp campaign from your account. Use the dropdown to select one.
   Select a Workflow WhatsApp Message - picks a WhatsApp message that was sent as part of a Workflow.

4. Under Select branches to add, check all the activity types you want to create paths for.

5. The options are:

5. Click Save.

One branch node appears for each activity type you selected. Connect each to the next step for that engagement scenario.

Note: Specific link clicked and Quick Replies are only available when you've selected a message with links or quick replies.

Check SMS Activity  

Check SMS Activity works the same way as Check Email Activity but evaluates engagement with an SMS message. Use it to route contacts differently depending on whether they received, clicked, or ignored an SMS.

Configuring Check SMS Activity  

1. Drag Check SMS Activity from the Process panel onto the canvas.

2. Click Configure Email activity.

3. Choose which SMS to evaluate:

• Specific SMS - picks an SMS campaign from your account. Use the searchable dropdown to select one.

• Workflow SMS - picks an SMS sent as part of a Workflow. If no Workflow SMS campaigns exist in your account, the dropdown will show "No options found."

4. Under Select branches to add, check the activity types you want to create paths for:

5. Click Save.

The branches you selected appear as output nodes on the canvas. Connect each to the appropriate next step.

Use Case: A food delivery service uses Check SMS Activity to identify contacts who received but didn't click an order-reminder SMS. Those contacts are routed into a follow-up path that sends a second nudge with a discount code.

If/Else  

If/Else splits the Workflow into two paths: one for contacts who meet your condition and one for those who don't. It's the simplest branching option - a yes-or-no fork in the road.

Configuring If/Else  

1. Drag If/Else from the Process panel onto the canvas.

2. Click Configure If/Else   Split.

3. Under Group 1, choose a field, a modifier, and a value:

4. Fields are organized under Contact Attributes, Account Attributes, Associations, Topics, Email Engagements, SMS Engagements, WhatsApp Engagements, Deal Attributes, Form Attributes, Event Attributes, Webinar Attributes, Workflow Attributes, E-commerce Attributes, and Scoring Attributes. 

5. Modifiers depend on the field type, and include options like is equal to any of, is not equal to any of, contains any of, doesn't contains any of, starts with any of, ends with any of, is empty, and is not empty.

6. Click the + icon to add another condition to the same group.

7. Click Add a Group to create additional groups, and use the AND or OR toggle between groups to control how they combine.

8. Check the Criteria Pattern field at the bottom. Click Change Pattern to edit this expression directly.

9. Click Save.

The component renders two output branches on the canvas: one for contacts who match the condition and one for those who don't. Connect each branch to the next step in that path.

Note: Conditions within a group use AND logic.

Use Case: A nonprofit organization uses If/Else to check whether a contact's city field is empty. Contacts with no city on file go to one path that prompts them to update their profile, while contacts with a city go directly to a location-specific campaign.

Multi-way Split  

Multi-way Split divides contacts into three or more distinct paths based on the value of a single contact field. Rather than a true/false fork, it lets you create a separate branch for each meaningful segment.

Configuring Multi-way Split  

1. Drag Multi-way Split from the Process panel onto the canvas.

2. Click Configure Multi-way Split.

3. Use the Select the criteria dropdown to choose which contact field to split on. You can search the list or scroll through fields like Contact Email, First Name, Last Name, Company Name, Phone number, and Street Address.

4. For each branch, enter a Branch Name to identify the path.

5. Set the condition for each branch using the operator dropdown and the value field next to it.

6. To add more branches, click + Add a Branch.

7. To delete a branch you no longer need, click the trash icon in the top-right corner of that branch.

8. Under Else branch, type a name for the fallback path. Contacts who don't match any of your defined branches will follow this path.

9. Click Save.

Each saved branch appears as a separate output node on the canvas. Connect them to the appropriate next steps in your Workflow.

Use Case: A regional logistics company splits contacts by Company Name to send tailored order-tracking updates to their three largest retail partners, while all other contacts follow a generic notification path.

Random Split  

Random Split divides incoming contacts randomly between two paths, Path A and Path B, based on a percentage you define. Unlike other split components, it ignores contact data - the split is purely by chance.

Configuring Random Split  

1. Drag Random Split from the Process panel onto the canvas.

2. Click the Edit icon.

3. Drag the slider left or right to set the percentage split between Path A and Path B. The percentages always add up to 100%. The default is 50/50.

4. Click Save.

Two output nodes appear on the canvas, labeled by their percentages. Connect each to the next step in that path.

Idea: Random Split is ideal for testing messaging or timing. You can also send campaigns to 2 channels (like WhatsApp and SMS) and compare engagement.

Use Case: An ecommerce accessories brand uses Random Split to test two versions of a cart-abandonment email. Sixty percent of contacts receive the original with a product photo; forty percent receive a text-only version. The brand compares click-through rates after two weeks to decide which version to roll out.

Merge  

Merge is the counterpart to split components. It brings two or more separate Workflow paths back into a single path, so all contacts - regardless of which branch they came from - continue through the same subsequent steps.

To use Merge, drag it onto the canvas and connect the output nodes from two or more branches into the Merge component's input. Connect Merge's output to the next step in the unified path.

Use Case: A financial services firm splits contacts by account type early in a Workflow to send tailored product information, then uses Merge to bring all contacts together for a shared customer satisfaction survey at the end.

Use cases  

• A SaaS company configures a Workflow with Check Email Activity after a trial-ending reminder. Contacts who opened the email get a personalized upgrade offer; contacts who didn't open it get a simpler, higher-urgency follow-up.

• A university's continuing education department uses Multi-way Split to sort prospective students by program interest, sending each group a curriculum guide specific to their field.

• A healthcare network uses If/Else to check whether a contact has an upcoming appointment date on file. Contacts with a date receive appointment reminders; others are routed to a re-engagement path.