How to use Conditional Logics – Collect

Concept of Conditional Logics in Campaigns

In Collect, when you create a request using a campaign, not all elements within the campaign might be necessary or relevant for every request. This is where "conditional logics" come into play. Conditional logics allow you to customize which elements from the campaign are included in the request and whether they are visible to the customer.

Default Settings

When setting up conditional logics, you start with a "default" section that determines the initial state of each element in the campaign:

Do Not Request by Default:

This means that, by default, certain elements will not be included in the request. If you want to include them, you'll need to create a rule that specifies when they should be requested.

Hidden by Default:

This means that, by default, certain elements will be included in the request but will be hidden from the customer. If you want these elements to be visible to the customer, you'll need to create a rule that specifies when they should be displayed.

Rules for Conditional Logics

After setting the default states, you can create specific rules to override these defaults based on certain conditions. These rules help tailor the request to the specific needs of each customer interaction. For example:

Request Elements: You can create a rule that specifies when certain elements should be included in the request, even if they are set to "do not request by default."

Display Elements: You can create a rule that specifies when certain elements should be visible to the customer, even if they are set to "hidden by default."

Dynamic Visibility of Elements

The visibility of elements can be triggered not only by pre-set data but also dynamically based on the answers provided by customers on the portal. For example, if a customer responds with option A to a question, you can set a rule to display an additional question or a requirement to upload a specific document. This dynamic adjustment ensures that the request adapts to the customer's responses in real-time, enhancing the relevance and efficiency of the interaction.

Types of Data for Conditional Logics

Various types of data can be utilized to set these conditional logics:

Contact Details: Information such as name, email, and phone number.

Custom Data: Specific data fields filled when the request is created, tailored to your business needs.

CRM Data: Information pulled from your Customer Relationship Management systems like HubSpot or Pipedrive.

Form Responses: For visibility rules, the answers provided by customers to form questions can trigger the display of additional elements or requirements.

Difference Between "Do Not Request by Default" and "Hidden by Default"

Do Not Request by Default:

Elements marked as "do not request by default" are excluded from the request initially. They are not copied from the campaign into the request unless a specific rule changes this behavior.

Hidden by Default:

Elements marked as "hidden by default" are included in the request but are not visible to the customer initially. They will only be shown to the customer if a specific rule changes this behavior.