Logic and Delay Nodes

Logic nodes decide whether a path should continue. Delay nodes schedule downstream actions for later. They do not change the issue by themselves; they control which Then actions run, and when.

Node summary

Node	Catalog id	Type	Use it for
If condition	`filter`	Logic	Branch on conversation, issue, customer, message, survey, or tag fields.
AI condition	`ai_condition`	Logic	Branch on detected customer intent or AI outcome.
Delay	`delay`	Timing	Wait minutes, hours, or days before continuing.

If condition

The If condition node checks one runtime field against one value. It has two outputs:

Output	Meaning
Yes	The condition matched.
No	The condition did not match.

If you connect only one output, only that branch runs. If you connect both outputs, Woes follows the matching branch for the event.

Fields

Field	Runtime value
Priority	Current priority, usually `urgent`, `high`, `medium`, or `low`.
Status	Current lifecycle status, usually `open`, `waiting`, or `solved`.
Channel	Conversation channel, such as `email`, `live chat`, or `discord`.
Assignee	Assigned operator, assignment label, or AI assignment value.
Tag	Existing issue tags, normalized and joined for matching.
Customer email	Customer email on the conversation.
Message text	Latest customer message body.
Message mentions workspace	`true` when the latest message contains an @ mention or Discord mention token.
Survey type	Survey type, such as `csat` or `nps`.
Survey score	Survey score as a string number. CSAT is commonly 1-5; NPS is commonly 0-10.

Operators

Operator	Behavior
`is`	Exact lowercased string match.
`is not`	Passes when the field does not exactly match the value.
`contains`	Passes when the field includes the value.
`does not contain`	Passes when the field does not include the value.
`greater than`	Numeric comparison. Fails if either side is not numeric.
`less than`	Numeric comparison. Fails if either side is not numeric.

Examples

Goal	Condition
Route urgent issues	Priority `is` urgent
Route Discord mentions	Channel `is` Discord, then Message mentions workspace `is` true
Detect docs questions	Message text `contains` documentation
Follow up on low CSAT	Survey score `less than` 4
Skip a tag	Tag `does not contain` vip

Limitations

Unknown operators never match.
Numeric comparisons only work when both values can be parsed as numbers.
Issue-scoped fields only make sense on issue or conversation events. The builder validation blocks incompatible combinations.
Tag matching reads normalized issue tags. Prefer stable tag names and avoid relying on capitalization.

AI condition

The AI condition node is still a filter node, but it uses platform-populated AI signals instead of a free-text field.

Config	Options
AI detects	Customer intent or AI outcome
Operator	Always `is`
Value	A fixed value from the selected signal list

Customer intent values

Customer intent is detected from the latest customer message.

Value	Meaning
`api-question`	The customer is asking an API or integration question.
`human-request`	The customer is asking for a person.
`off-topic`	The message is outside the expected support scope.
`greeting`	The message is a greeting.
`closing`	The message is a closing, thanks, or goodbye.
`abusive`	The message appears abusive.

AI outcome values

AI outcome is available after the AI agent has handled or stamped the conversation.

Value	Meaning
`answered`	The AI agent was assigned or answered.
`handed-off`	The AI agent handed the conversation to an operator.
`resolved`	The AI agent marked the conversation as resolved.

Examples

Goal	Condition
Let AI handle API questions	Customer intent `isapi-question` -> Hand to AI agent
Escalate human requests	Customer intent `ishuman-request` -> Human handoff
Tag AI handoffs	AI outcome `ishanded-off` -> Add tag
Close polite endings	Customer intent `isclosing` -> Set conversation status solved

Limitations

Customer intent is deterministic platform classification from the latest message, not a custom prompt.
AI outcome can be empty before the AI agent has handled the conversation.
Canvas simulation assumes AI conditions match so it can show the path. The real runtime uses the actual fields.

Delay

The Delay node waits before downstream actions run. It has one normal output; it does not branch.

Config	Values
Amount	Positive number.
Unit	Minutes, hours, or days.
Basis	Any time or support hours only.
Only run if	Always after the wait, no customer reply since, no agent reply since, or no status change since.

Runtime behavior

When a path reaches a Delay node, Woes partitions actions into two groups:

Group	Behavior
Immediate actions	Actions before the Delay run right away.
Delayed actions	Actions after the Delay are queued on the conversation and applied by the scheduled automation processor.

Multiple Delay nodes can stack. If the same action is reachable through more than one delayed path, the shortest delay wins.

Delay queue

Delayed actions are stored on the conversation metadata until they are due. The scheduled processor applies due work later and drops stale queued work when the source automation has been disabled or deleted.

Current caveats

The Delay node stores a support-hours basis and an “only run if no change” option. Today, delayed runtime execution treats support-hours delay as elapsed time, and the no-change guard is configuration metadata rather than a fully enforced runtime guard. Use these fields carefully until your workspace has verified the behavior you need.

Examples

Goal	Setup
Warn before an SLA miss	When status changes -> If status is open -> Delay 2 hours -> Notify.
Close stale waiting conversations	When conversation status changes -> If status is waiting -> Delay 3 days -> Set conversation status solved.
Send a survey later	When conversation solved -> Delay 15 minutes -> Send CSAT survey.

Validation behavior

Situation	Result
Filter missing field or value	Error; publish blocked.
Delay amount is 0 or invalid	Warning.
Disconnected If/AI/Delay node	Warning; it will not run.
Connected If/AI/Delay node with no outgoing path	Warning; the path stops there.
Loop in graph	Error; publish blocked.
No reachable action	Error; publish blocked.

​Logic and Delay Nodes

​Node summary

​If condition

​Fields

​Operators

​Examples

​Limitations

​AI condition

​Customer intent values

​AI outcome values

​Examples

​Limitations

​Delay

​Runtime behavior

​Delay queue

​Current caveats

​Examples

​Validation behavior

Logic and Delay Nodes

Node summary

If condition

Fields

Operators

Examples

Limitations

AI condition

Customer intent values

AI outcome values

Examples

Limitations

Delay

Runtime behavior

Delay queue

Current caveats

Examples

Validation behavior