Splits and branching

The Split action sends contacts down different paths in a workflow so you can test variations and see which one performs best. It uses a random split: you set what percentage of contacts goes to each path, and HLB assigns them at random.

For a local service business, this is a simple way to test messaging. A plumber could send 60% of new leads one follow-up text and 40% a different version, then compare results before rolling the winner out to every lead.

To set it up:

• In the workflow builder, click the "+" icon to add an action and choose Split from the Internal Tools category.
• Pick Random Split from the Distribution Type dropdown.
• Rename the default paths (Path A, Path B) so their purpose is clear.
• Set the percentage for each path. The total must equal 100%.
• Add up to 5 paths, or remove one with the X icon next to it.
• Click the Statistics icon to see how many contacts entered each path.

Statistics show how many contacts entered and completed each path, plus goal conversions, so you can judge which version works. In the builder you can also turn on Stats View to see email and SMS stats, and use Test Workflow to run a chosen contact through before you publish.

Keep in mind that once a contact goes down a path, that is their only path. If they re-enter the workflow, they follow the same path as before rather than switching.

Compare workflow paths with A/B tests

Split contacts evenly across two to ten workflow paths, choose a conversion goal and set an end condition. Review results, then route new contacts to the winning path or keep splitting while you assess the outcome.

Run every matching workflow branch

Use the Router action to send a contact through every matching branch in the order you choose. Notify each relevant service team from one request, with options for custom rules, always-run steps and a fallback.

WhatsApp replies now follow the selected workflow branch

WhatsApp button and list replies, including replies with personalized labels, now continue through the branch a customer selects. Long labels are shortened to fit the channel limit, so test important live workflows after the update.

Split contacts evenly or by weight in workflows

The Split action now offers Even split and Weighted split in addition to Random split, which remains available and assigns each contact to a path at random based on the percentages you set. Even split sends contacts to each path in turn so the distribution stays even as contacts arrive. Weighted split sends contacts to each path in turn based on the percentages you set; enter whole-number percentages that total 100%, for example 60% and 40%. To set one up, open the workflow, add or edit a Split action, choose Even split or Weighted split from Distribution Type, name the paths, enter the percentages for a Weighted split, then save and publish when ready. Setting equal percentages on a Random split does not mean the groups will be equal, especially with a small number of contacts, whereas Even split keeps the paths balanced as contacts arrive. Existing Random split actions keep their current configuration. Once contacts have entered an Even split or Weighted split, its distribution settings are locked; use Reset test to edit them again, which clears the split's statistics and restarts the rotation when you save. With Returning contacts set to Keep the same path, contacts who re-enter follow their previously assigned path.