Using conditions

You can define a condition in your request handling by using Python. The request will only be sent out if the condition is met.

The condition can be, for example:

language restriction: POST request will only be sent if the conversation's language is either Finnish or English
```
{
   "request": {
      "method": "POST",
      "condition": "contact.get_language().lower() in ('en', 'fi')"
   }
}
```
prevent PUT request from being sent if the conversation has been created less than ten minutes ago
```
{
   "request": {
      "method": "PUT",
      "condition": "contact.get_seconds_since_created() >= 600"
   }
}
```

send a GET request randomly


{
   "request": {
      "method": "GET",
      "condition": "random.randrange(1, 10000) % 2 == 0"
   }
}

Table 1. Functions, modules, and objects available for use in conditions
Item	Type	Description	Examples
contact	object	Real-time contact data	See table Referring to contact and event data in conditional request configuration below.
event	object	Real-time event data	See table Referring to contact and event data in conditional request configuration below.
builtins	various	Set of basic functions and types	See Python's built-in functions (3.12)
datetime	module	Basic date and time types	See Python's `datetime` module (3.12)
random	module	Generate pseudo-random numbers	See Python's `random` module (3.12)
re	module	Regular expression operations	See Python's `re` module (3.12)
time	module	Time access and conversions	See Python's `time` module (3.12)

Table 2. Referring to contact and event data in conditional request configuration
Property	Python data type	Syntax	Examples
Channel type	str	contact.get_channel_type()	If the conversation uses the chat channel: `contact.get_channel_type() == 'chat'`
Channel subtype	str \| None	contact.get_channel_sub_type()	If the conversation's channel subtype is other than SMS: `contact.get_channel_sub_type() != 'sms'`
Direction	str	contact.get_direction()	If the conversation is inbound: `contact.get_direction() == 'inbound'` Note: It's recommended to select the direction in the configuration rather than define it in a condition.
ID	str	contact.get_id()	-
Monitoring / reporting ID	str	contact.get_guid()	-
Creation timestamp	str	contact.get_created()	If the conversation was created during certain UTC hours: `contact.get_created()[11:13] in ('09', '12', '15')`
Seconds elapsed since the contact was created	float	contact.get_seconds_since_created()	If the conversation's lifetime (at the time of the triggering event) is longer or equal to one minute: `contact.get_seconds_since_created() >= 60`
Language	str	contact.get_language()	If the conversation's language is either English or Finnish: `contact.get_language().lower() in ('en', 'fi')`
Priority	int	contact.get_priority()	If the conversation's priority value is less than or equal to 100: `contact.get_priority() <= 100`
Skills	list \| None	contact.get_skills()	If the conversation has no skill requirements: `contact.get_skills() is None` If the conversation has at least one skill requirement: `contact.get_skills() is not None` If the conversation has two or more skill requirements, taking into account that the conversation's skills may be None: `len(contact.get_skills or []) >= 2` If the conversation has one or more skill requirements of level 4 or higher: `(cs := contact.get_skills()) is not None and max([s['value'] for s in cs]) >= 4` If the conversation has a skill requirement named English: `'English' in (s.get('name') for s in (contact.get_skills() or []))`
Current queue	dict \| None	contact.get_queue()	If the conversation has no current queue set: `contact.get_queue() is None` If the conversation has a current queue set: `contact.get_queue() is not None` If the conversation's current queue extension address equals chat.queue.fi@acme.com, taking into account that the conversation's current queue may be None: `(contact.get_queue() or {}).get('address') == 'chat.queue.fi@acme.com'`
Forwarding queue	dict \| None	contact.get_forwarding_queue()	If the conversation has no forwarding queue set: `contact.get_forwarding_queue() is None` If the conversation has a forwarding queue set: `contact.get_forwarding_queue() is not None` If the conversation has been forwarded from queue address chat.queue.fi@acme.com, taking into account that the conversation's forwarding queue may be None: `(contact.get_forwarding_queue() or {}).get('address') == 'chat.queue.fi@acme.com'`
Current agent	dict \| None	contact.get_agent()	If the conversation has no current agent set: `contact.get_agent() is None` If the conversation has current agent set: `contact.get_agent() is not None` If the conversation has a current agent with chat address agent@acme.com: `(contact.get_agent() or {}).get('chat_address') == 'agent@acme.com'`
Preferred agent	dict \| None	contact.get_preferred_agent()	See Current agent above.
Required agents	list \| None	contact.get_required_agents()	If the conversation has no required agents set: `contact.get_required_agents() is None` If the conversation has at least one required agent set: `contact.get_required_agents() is not None` If the conversation has two or more required agents set, taking into account that the conversation's required agents may be None: `len(contact.get_required_agents() or []) >= 2` If the conversation has an agent with chat address agent@acme.com set as one of the required agents, taking into account that the conversation's required agent may be None: `'agent@acme.com' in (a.get('chat_address') for a in (contact.get_required_agents() or []))`
Transferring agent	dict \| None	contact.get_transferring_agent()	See Current agent above.
Source	str	contact.get_source_address()	If the conversation has originated from a Finnish phone number: `contact.get_source_address().startswith('+358')`
Destination	str	contact.get_destination_address()	If the conversation is arriving to queue address chat.queue.en@acme.com or chat.queue.fi@acme.com: `contact.get_destination_address() in ('chat.queue.en@acme.com', 'chat.queue.fi@acme.com')`
External destination	str	contact.get_external_destination_address()	If the call has been forwarded or transferred to a PSTN number registered to the Uusimaa region in Finland, taking into account that the conversation's external destination address may be None: `(contact.get_external_destination_address() or '').startswith('+3589', '09')`
CAD	dict \| None	contact.get_attached_data()	If the conversation has the same value in key my-string-key as in string my-string-value on root level of CAD, taking into account that CAD could be None: `(contact.get_attached_data() or {}).get('my-string-key') == 'my-string-value'` If the conversation has the value of key my-numeric-value greater than 100, taking into account that the value is expected to be stored in CAD under path record/fields and that either the whole CAD or one/all of the sub-levels of the CAD could be None: `(contact.get_attached_data() or {}).get('record', {}).get('fields', {}).get('my-numeric-value', 0) > 100` Note: For emails, the system converts the saved CAD values to string. This means you cannot later refer to the values inside a JSON object or an array. To use an individual CAD value either in a further condition or as a data placeholder in another event-driven JSON configuration, place it directly under the save configuration.
Case ID	str \| None (can be None only for conversations from other channels than email)	contact.get_case_id()	If the email conversation has a case ID that is an even number: `int(contact.get_case_id() or '1') % 2 == 0`
To addresses	list \| None	contact.get_to_addresses()	If the email conversation has multiple To addresses: `len(contact.get_to_addresses() or []) > 1` If the email conversation has address email.queue@acme.com in its list of To addresses: `'email.queue@acme.com' in (contact.get_to_addresses() or [])`
Cc addresses	list \| None	contact.get_cc_addresses()	See To addresses.
Subject	str \| None	contact.get_subject()	If the email conversation has a subject indicating that it is a reply message (in English or Finnish): `(contact.get_subject() or '').lower()[:3] in ('re:', 'vs:')`
Body	str \| None	contact.get_body()	If the email conversation either has no body text or body text that is a maximum of 500 characters: `(body := contact.get_body()) is None or len(body) <= 500`
Event type name	str	event.type	If the conversation uses the chat channel and has event allocated or rejected: `event.type not in ('allocated', 'rejected') or contact.get_channel_type() == 'chat'` Note: It's recommended to select the event(s) in the configuration rather than define them in a condition.
Event timestamp	float	event.timestamp	If the event occurs within the specified UTC hour range (08-16): `8 <= datetime.datetime.fromtimestamp(event.timestamp).hour <= 16` If the event occurs on even minutes: `datetime.datetime.fromtimestamp(event.timestamp).minute % 2 == 0`