Conditional logic

Conditional logic keeps a form short for each respondent and sends each lead to the right person. It has two parts, both included in every form: questions that only show for some answers, and destination rules that choose which WhatsApp account receives the response.

Conditional questions

Every question after the first has a Logic section. Set Show this question to Only if…, then pick:

1. an earlier question;
2. a condition;
3. the answers to match (one or more), or a number.

When the condition doesn't match, the question is hidden. A hidden question is never asked and never blocks the respondent, even if it is required. It isn't in the WhatsApp message and it isn't saved. A later question that depends on it reads its answer as blank.

A question has one condition, and it can only read a question above it, so the first question is always asked. Always turns the condition off.

Conditions by type

Every condition except is left blank needs the earlier question to be answered. So is not “Checkup” doesn't match a respondent who skipped that question.

Follow-up questions

On a choice question, Add a follow-up question lists its options. Pick one, such as When they answer “Toothache”, and a new question appears below, already set to show only for that answer.

Editing a form with logic

• Renaming an option keeps every condition that uses it.
• Deleting an option, changing the Answer Type of a question others depend on, or deleting that question asks you first when it would change a condition, and says how.
• If you move a question below one that depends on it, the dependent question shows a note, and the form can't be published until the order is fixed. Drafts always save.

What respondents see

On a step-by-step form, the welcome screen gives the number of questions as a range when it depends on the answers, like 4–5 questions · about 50s, and the counter shows "Question 3" without a total. On an all-at-once form, questions appear and disappear as people answer.

Conditional destination

The Conditional Destination card sends a response to a different WhatsApp account depending on an answer: one branch per city, one person per service, one team per language.

1. Add your questions first. A rule reads one of their answers.
2. Select Add destination rule.
3. Under If, pick a question, a condition and the answer, as for a conditional question.
4. Under Send responses to, enter a phone number or a username.
5. Optionally, give the rule a Name. Only you see it, next to each response.

How the rules work:

• They are checked from top to bottom, and the first one that matches is used. The arrows change the order.
• A response no rule matches goes to the Default destination, the account in WhatsApp Delivery. It is the last row of the card, Otherwise.
• A rule can read any question in the form. A question the respondent wasn't asked counts as unanswered.
• A form can have up to 10 rules, each with one condition.
• To publish, every rule needs a finished condition and a valid WhatsApp account. A rule that can't be read never matches, so the response moves on to the next rule or the default destination.

The respondent sees the same form and the same message whichever account it goes to. Rules cost nothing extra: they don't use Smart Links destinations.

Where each response went

With Save form responses on, every response records its destination. The responses table and its CSV get a Destination column, and a Responses by Destination card counts them over all time. A response keeps the rule's name even if you delete the rule later. Without saved responses, nothing records where a response went.

Example: Dental Sol

Dental Sol has two clinics and one form:

WhatsApp Delivery is the Downtown desk, +1 (415) 555-0123. One destination rule, named Mission Bay desk, says: if Clinic is “Mission Bay”, send responses to +1 (415) 555-0142.

The welcome screen reads 4–5 questions · about 50s, and each clinic gets only its own patients, with the pain already described for a toothache.