Use conditional splits in Orchestrate journeys to personalize the experience for each visitor. A conditional split evaluates the rules you define, such as behavior, product usage, or metadata, and sends each visitor down the most relevant branch. This helps you tailor content while keeping journeys simple and unified.
You can also connect steps later in the journey to bring users back together on a single path, helping you reduce duplication and maintain personalization where it matters.
Use cases
You can use conditional splits to:
- Send different in-app messages based on whether a visitor has used a key feature, or combination of features.
- Personalize outreach for trial vs. paid accounts.
- Adapt journeys for visitors who clicked an email link or completed a guide.
- Skip steps for users who already completed an action.
Set up a conditional split
- Open your journey in Orchestrate.
- Select Add step, or if your journey already has steps, select the + icon to add another.
- Select Conditional split in the dropdown menu.
- Add a name and description.
- Define your conditional logic using visitor or account metadata, product usage, or engagement criteria.
- Use AND and OR to combine multiple rules.
- Select Save.
- Continue to add steps for each resulting branch (for example, different messages or actions).
To edit a conditional split after it’s been added to a journey, select the split on the journey map, then select the Edit button.
Note: Conditional splits currently support two-way logic, with a “yes” or “no” path for each condition.
Connect steps following a split
Following a conditional split, you can connect one journey step to another when you want all users to pass through a shared step—even if they came from different routes earlier in the journey. This helps simplify complex journeys and reduce duplication.
You can connect from any message or conditional split to another step. See Examples and use cases below for guidance on when to use each.
Note: Loops (circular connections) aren’t allowed. You can only connect to a step that follows a conditional split, and it can’t precede the current step.
To connect steps in a journey
- Open your journey in Orchestrate.
- Select the + icon after the step you’d like to connect from.
- Select Connect to step. This option can only be selected when you have eligible steps you can connect to.
- In the menu that appears, select the step you want to connect to.
- A dotted line appears showing how the steps connect.
Remove a connection
To remove a connection, hover over the dotted line. Select the trash icon that appears.
Behavior and sequence of connected steps
- Connecting messages:
The visitor first receives the message you connected from. They then continue their journey from the step you connected to. - Connecting conditional splits:
The visitor moves through the first conditional split directly to the second.
They won’t see any messages until both conditional splits are completed.
Examples and use cases
Connecting messages
Connecting one message to another is useful when you want every user to receive the same message later in a journey, regardless of the personalized path they took earlier.
Example:
You have an onboarding journey that personalizes content based on user location (EU or US) and in-app behavior (has logged in, or not). Each conditional split sends users down a distinct branch of the journey based on these attributes.
However, you want every user to receive the same “Onboarding complete” email at the end.
You can add this message as a final step to the first branch of the journey, then for each additional branch, select the + icon at the end and connect to Onboarding complete.
Connecting conditional splits
Connecting conditional splits is useful when you want to maintain personalization based on specific attributes throughout the journey.
Example:
Your journey walks users through onboarding for several features.
You want users to see onboarding content for Feature A only if they haven’t used it yet. If they already have, they should skip directly to Feature B content.
The same logic applies to each subsequent feature, so you connect each conditional split to the next one—ensuring users only see what’s relevant.