Original Message:
Sent: 03-24-2026 17:19
From: Phaneendra Avatapalli
Subject: Triggers - The condition to check whether a specific Division ID exists in conversation is not working
Hi Subhajit,
From my understanding, while divisionIds may appear in the event schema, it doesn't seem to be consistently populated in the actual trigger payload for this event (v2.detail.events.conversation.{id}.customer.end).
In practice, only a single divisionId is typically available, so a condition like divisionIds contains ... may not evaluate as expected.
You could try using divisionId directly (e.g. divisionId equals ...) if that fits your use case. However, this would only match the single division provided in the event.
If you need to handle scenarios where conversations involve multiple divisions, you may need to move that logic into the workflow instead.
Hope this helps, someone from community might add more to this.
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Phaneendra
Technical Solutions Consultant
Original Message:
Sent: 03-24-2026 12:58
From: Subhajit Podder
Subject: Triggers - The condition to check whether a specific Division ID exists in conversation is not working
I am trying to add "divisionid" as filter condition for an existing Trigger, to reduce number of workflow executions.
Topic used: v2.detail.events.conversation.{id}.customer.end
In our environment, the conversations can have either one or two divisions associated with it. In the trigger condition, I want to check if the conversation contains a specific division id for executing the workflow.
The condition used: JsonPath - divisionIds [as per event schema], operator - contains, value - "xxxx-xxxx-xxxx-xxxxxxxxxxxx"
Below trigger is not working after adding the fifth condition. Is there any solution for this?
#Triggers
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Subhajit Podder
NA
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