Insert a Conditional Section

You can add conditional content that displays only when specific criteria is met. For example, you could add a conditional section to a document used in a mailing for a segment of customers who live in a specific postal code.

In the system-generated message templates (administrator notifications, administrator emails, and contact emails), you can insert conditional sections that display content based on contact, profile, runtime variable, or record type. These options are also available in mailings and surveys when you insert a conditional section within an incident thread. For example, in certain message templates or if you’ve added a conditional section within an incident thread in a mailing or survey, you can define the conditional section to display a coupon based on the product specified in the incident. See Edit a Message and How Incident Threads Work.

Note: The available options are context-sensitive and depend on what type of content you are customizing.

If you add more than one conditional section, each condition evaluates separately and if more than one condition matches, content is shown for each matched condition. If you want to display content from only one condition, consider using a case section instead of independent conditional sections. See Insert a Case Section.

For more information on how to use surveys on mobile devices, see How You Customize Surveys for Use on Mobile Devices.

1. Click Conditional Section in the Dynamic Content section of the Toolbox.
   The Conditional Section window opens.
2. Enter a title for the conditional section in the Title field.
3. Select an option from the drop-down list to include content based on whether the contact is included or not included in the selected segment.
4. For mailings and surveys, select a segment from the Segments menu.
   Segments are created when you define audiences.
   1. To create a segment, click New Segment. See Create a Segment.
5. For message templates or conditional sections inserted within incident threads in mailings and surveys, select the Associated Contact, Recipient Profile, Runtime Variable, or Associated Record option. These options are context-sensitive based on the type of content you are customizing.
   1. To display text based on contact, see step 3.
   2. To display text based on recipient profile, select an option from the drop-down list to include content based on whether the recipient is in or not in the selected profile, and then select a profile.
   3. To display text based on runtime variable, select Include Contact Information Section. This option is available only in the Email Incident Information (administrator email) message template. It lets the agent decide whether contact information will be sent in the email. See Edit a Message.
   4. To display text based on a record type, select an option from the drop-down list to include content based on whether the condition is true or false, and then select a record.
   5. Next, select an operator to use in comparing the record to the data value, and then type a value that the record is compared to. See Filter Operators for Segments.
6. Click OK to insert the conditional section.
   Tip: You can apply style and class attributes by right-clicking an element after you add it to the canvas. See Edit Style and Class. For message templates or conditional sections inserted within incident threads in mailings and surveys, style and class attributes are applied on the incident type thread properties. See Insert an Incident Thread.
7. Enter the content you want to display to your audience in the text box below the conditional section header.
   Note: Due to the volume of conditional sections that accumulate as new content is created, the Agedatabase utility regularly purges the database of orphaned conditional sections (those that have been defined but not used in any campaign, document, or mailing). The PURGE_COND_SECTION_DAYS configuration setting specifies the number of days after which an orphaned conditional section is purged from the database. The default value is 7 days. Set to 0 to turn off conditional section purging.