Understanding Flow Structure: Triggers, Conditions, and Actions in Mantle Automation • Mantle

What's in a flow

Every flow has three main parts that work together to automate your business. Think of it like this: "When this happens, if these conditions are met, then do these actions."

Let's break down each piece so you can start building flows that actually work for your business.

Triggers - the "when"

Triggers are what kick off your flow - they're the events that say "hey, something just happened, time to get to work!" You've got tons of options here, from basic app events to custom stuff you track in your app.

Example: "When a customer installs my app..."

Here's the full list of available triggers, organized by category:

Category	Triggers	Resource types
App events	• Customer installs, uninstalls, or reinstalls app • Customer deactivates or reactivates app • Customer reviews app or edits review • Subscription approaching or updating capped amount • Usage charge exceeds limit • Custom field changed • Customer submits an intake form • App identifies customer for the first time • Shopify access token is no longer valid	Customer
Subscription events	• Subscription is activated, cancelled, or re-activated • Subscription is upgraded or downgraded • Subscription is frozen or unfrozen • Subscription is refunded • Trial is expiring in X days • Trial has expired or been extended • Shopify charge abandoned • One-time charge activated • Transaction or usage charge is created • Bundle discount applied or removed	Customer
Billing events	• Invoice is finalized (Stripe) • Invoice payment failed (Stripe)	Customer
Ticket events	• Ticket is created, updated, closed, or re-opened • Ticket message is received • Ticket priority or status is changed • Ticket is assigned to agent or team • SLA breach is approaching • SLA is breached	Ticket
Deal events	• Deal is created • Deal stage is updated • Deal is closed (won or lost) • Deal flow is changed	Deal
Task events	• Task is created • Task status is changed • Task is completed	Customer
Affiliate events	• Affiliate requests to join, is approved, denied, or joins • Affiliate refers a customer or requests a referral • Affiliate requests payment or payout is pending	Affiliate
Contact events	• Contact is created, updated, or deleted • Contact is added to or removed from a customer	Contact
List events	• Customer or contact is added to a list • Customer or contact is removed from a list	Customer, Contact
Checklist events	• Checklist completed • Checklist step completed	Customer
Notification events	• Notification CTA is clicked	Customer
Usage events	Trigger flows based on any custom event you track in your app. This allows for unlimited flexibility in responding to user actions specific to your business.	Customer (requires setup)
Scheduled	Run flows on a schedule - one-time, daily, weekly, or monthly. Target specific segments or filters. Learn more about scheduling.	All resource types
Time delay	Wait a set amount of time (hours, days, weeks) before continuing the flow. Used between steps in multi-step flows.	All resource types

Conditions - the "if"

Conditions are optional, but they're super handy when you want to get specific about when your flow runs. Think of them as filters - they let you say "only run this flow if the customer also meets these criteria."

Example: "...and they have a tag of 'New customer'..."

Here's what you can filter on:

Condition type	Examples	Resource types
App attributes	• App install date and status • Billed usage last 30 days • App uninstall reason • Access token error reason	Customer
Customer attributes	• Name, email, country, industry • Shopify plan, billing platform • Lifetime value, MRR, monthly spend • Review rating, customer source • Account owner, tags • Test customer flag	Customer
Subscription conditions	• Active, cancelled, frozen status • Plan, billing interval, billing platform • Activation and cancellation dates • Trial status, trial expiration date • Flex billing, bundle discount eligibility	Customer
Custom fields	• Any custom field value • Boolean field checks	Customer (requires setup)
Usage & engagement	• Usage metrics (page views, orders, etc.) • Transaction fees • Email has had any click	Customer (requires setup)
Ticket conditions	• Message content (keyword matching) • Current assignee, priority, status • Channel type, tags • Customer email	Ticket
Contact conditions	• Name, email, type, source • Contact tags	Contact
Affiliate conditions	• Referred by specific affiliate • Referred by any affiliate • Affiliate program	Customer, Affiliate
Customer segments	• Customer belongs to a specific segment	Customer
Custom script	Write custom JavaScript that returns true or false to create any condition logic you need.	All resource types

Actions - the "then"

Actions are where the magic happens - they're the actual tasks your flow performs when everything lines up. This is the "doing" part of your automation.

Example: "...then send a welcome email and tag them as 'new customer'."

Here's the full list of what your flows can do:

Category	Actions	Requirements
Customer management	• Add or remove customer tags • Populate custom field • Assign account owner • Add timeline comment • Add to or remove from list	Ready to use
Email & notifications	• Send email to customer • Send notification email to your team • Send in-app notification to customer • Post Slack message	Email requires Mantle Email. Slack requires Slack integration
AI & automation	• Run AI agent (with custom prompt and structured response) • Execute custom JavaScript script	Learn about AI agents in flows
Ticket management	• Tag ticket • Set ticket priority or status • Assign ticket to agent or team • Reply to ticket • Add internal note • Generate AI response suggestion • Create ticket insight	Available in ticket flows
Sales & deals	• Create deal (with stage, name, amount, owner) • Update deal stage • Assign deal owner • Log activity on deal • Create task (with title, priority, assignee, due date)	Available in customer and deal flows
Contact management	• Tag or untag contact • Add to or remove from list	Available in contact flows
Subscription	• Extend trial (add additional trial days) • Apply trial feature (unlock features during trial)	Ready to use
Integration	• Send HTTP request (GET, POST, PUT, DELETE with custom headers and body)	Ready to use

Many actions support Liquid variables so you can personalize content with customer data like names, subscription details, and custom fields.

Putting it all together

When you combine these three pieces, you get a complete automation that runs itself:

"When [Trigger] happens, if [Condition] is met, then do [Action]."

For example:

When a customer installs my app
If they're on a trial plan
Then send a welcome email and tag them as "trial user"

Or get more complex:

When a customer's trial expires in 3 days
If their usage is below 10 page views
Then send a re-engagement email, assign them to the support team, and post a Slack notification

Or automate support:

When a new support ticket is created
If the ticket priority is urgent
Then assign to the on-call agent, generate an AI response suggestion, and send a Slack alert

The beauty of flows is they work 24/7 in the background. Set them up once, and they handle all the repetitive stuff while you focus on growing your business.

Ready to build your first flow? Check out our step-by-step creation guide, or browse our FAQ for answers to common questions.

What's in a flow

Triggers - the "when"

Conditions - the "if"

Actions - the "then"

Putting it all together

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