New feature: OR conditions and condition groups in Routing Rules

This release adds two things to attribute conditions in the Integration Ops Center: an OR operator, and nested condition groups. Until now, every condition in a rule had to match, and there was no way to group them. Now there is.

OR conditions and condition groups

Routing Rules have always combined attribute conditions with AND. Two things are new:

• OR - at the top of the conditions editor, choose “Match any (OR)” instead of the default “Match all (AND)”. The rule matches when at least one condition is met.
• Condition groups - add a nested group inside the main list and give it its own AND or OR. This is what lets you mix the two operators in one rule: (comments exist AND status is open) OR (work_notes exist AND status is not closed). That used to take two rules.
• Existing rules are untouched - every rule created before this release keeps its AND behaviour. Open one in the editor and you’ll see “Match all (AND)” already selected. Nothing to migrate.

Why it matters: “Send comments if they exist, or work notes if they exist” used to mean two Routing Rules doing almost the same thing. Two rules to maintain, two places for drift, two things to check when something breaks. Now it’s one.

Use AND/OR conditions and condition groups in Routing Rules

We’d love your feedback. If you have questions or ideas for further improvements, let us know in the comments below.