Conditional tags allow you to dynamically show or hide specific tags based on answers provided earlier in a self-service flow or ticket setup.
For example, selecting “Accessory” under an Item Category tag can make “Refund” available as a ticket outcome, while selecting “Lifestyle” can hide that option. Tag mapping is configured in the data source.
How Conditional Tags Work
When configuring claim or return flows, conditional tags ensure customers or agents are only presented with relevant options depending on their previous selections.
Streamlined Forms: Prevents overwhelming users with irrelevant tag options.
Data Accuracy: Ensures correct categorisation by limiting choices to valid combinations.
Setting Up Conditional Tags
Navigate to Settings in the bottom-left corner of Claimlane.
Select Self-service portals or Tags under configuration.
Choose the target flow and select the tag field you wish to make conditional.
Define the trigger conditions (e.g., show tag
Defective Zipperonly when product category isApparel).Save your changes to publish the updated flow logic.