"Fields to capture from conversations" lets us define a field such as "Urgency" that the AI employee fills during the conversation. We found no documented way to filter an automation trigger on the value of a captured field. The SMS automation "When Web Chat captures a lead -> Send an SMS" therefore fires on every lead, not only on urgent ones.

Request: conditions on captured fields in automation triggers (for example "Urgency equals urgent"), for web chat, WhatsApp, email and SMS. If this already exists, please point us to it.

Impact: targeted alerts to the team with platform means, for example an SMS to the on-call number only for urgent guest requests.