Create multi-condition markers

Multi-condition markers let you use rules and AI together in one marker. Rules handle the facts, like which accounts renew in the next 90 days. AI handles the judgment calls, like whether a customer sounded worried about budget on their last call. You can also end the marker with a branch and let AI choose the label for each account, such as Budget Pressure or Competitive Threat.

How Odie evaluates multi-condition markers

  1. Odie starts with the accounts in the Segments you choose.
  2. Odie runs your steps in order. An account must pass every step. If it fails one, Odie stops and the account doesn't get the marker.
  3. If the marker ends with a branch, Odie checks the paths from top to bottom. The first path that matches decides the value.
  4. If no path matches, the Otherwise path decides what happens: apply a value, or apply nothing.

Odie checks at least once a day and whenever an account's data changes. When an account stops passing, Odie removes the marker.

Start a multi-condition marker

  1. Go to Operations. Under AI Toolkit, click Markers.
    • You need to be an admin to see Operations in the Customer Operating System.
  2. Click New.
  3. On the Basics step, enter a Name and a Purpose.
  4. Under Application Mode, choose Multi-condition and click Next.
  5. On Rules & Scope, hover over the canvas preview and click Open Marker Canvas.

The Marker Canvas reads from left to right: Segment selection, then your steps, then Apply marker. A new canvas starts with one step, Step 1: AI Evaluation of Language, which you can edit or replace.

If you don't see Multi-condition, contact your Odie team.

Screenshot needed: Marker Canvas with Segment selection, two steps, and Apply marker.

Choose segments

  1. Click Segment selection.
  2. Under Segments, choose the Segments this marker should watch. You can also create a new Segment here.

If you don't choose a Segment, Odie evaluates every account. When your marker has AI steps, a Segment keeps Odie focused and saves tokens.

Add steps

Each step is one check an account must pass.

  1. Click Add Step, then choose a step type:
    • Rule-based Logic: checks account, activity, or relationship data with rules.
    • AI Evaluation: reads customer conversations to look for a signal.
  2. Click Edit step on the step.
  3. Enter a Step name that says what the step checks, such as Renewing soon.
  4. Set up the check:
    • For Rule-based Logic, build the rule under Filters. It works the same way as a single-condition rule: add filters, choose And or Or, and use Add Inner Group to mix them.
    • For AI Evaluation, choose Data to analyze, then describe the signal in Detection instructions. Add examples or edge cases in Additional Context.
  5. Click Save.

Drag steps to change their order. To remove a step, open its menu and click Delete step. Keep at least one step on the canvas.

Data to analyze is shared by every AI step and branch in the marker. Changing it in one step changes it for all of them.

Put Rule-based Logic steps before AI Evaluation steps. Odie stops at the first step an account fails, so AI only reads conversations for accounts that already pass your rules.

Screenshot needed: Edit step drawer for an AI Evaluation step.

Add a branch for different values

A branch lets one marker apply different values. Each path is a possible outcome, and the first path an account matches decides its value.

  1. Click Add Step. Under Branching, choose Rule-based or AI Evaluation.
  2. Open the branch and enter a Branch name.
  3. Under Paths, set up each path:
    • Enter a name for the check.
    • For an AI branch, describe what the path should look for under What should this branch detect? Add examples under Context and examples.
    • For a rule branch, build the rule with filters.
  4. Click Add path to add more. A branch needs at least two paths.
  5. Under Otherwise outcome, choose Apply marker or Do not apply marker. This decides what happens to accounts that match no path.

A marker can have one branch, and it's always the last step. Once you add a branch, Add Step goes away. To start over, click Remove branch.

Paths are checked in the order you add them, and you can't reorder them later. Add your most specific path first, so a broader path doesn't catch those accounts.

Screenshot needed: Configure branch drawer with two paths and the Otherwise outcome.

Set the value and appearance

Each Apply marker box controls how the marker looks on an account.

  • Without a branch: Choose a Priority and an Icon.
  • With a branch: For each path, enter the Marker value accounts get, such as Budget Pressure, and choose its Priority. The Icon is shared by every path.

Priority options are Neutral, Info, Warning, High Risk, and Positive.

Save the marker

  1. Click Done to close the canvas. This doesn't save your marker yet.
  2. On Rules & Scope, review the settings:
    • If the marker has an AI step or branch, open Evaluation Window Settings and choose an Active duration. This is how long the marker stays after the latest evidence before it comes off.
  3. Click Create & Activate to start applying the marker, or Save Draft to finish later.

You can't preview a multi-condition marker before saving yet. Start with a small Segment, then check which accounts get the marker on the Markers page.

Example: Renewal Risk Reason

This marker labels upcoming renewals by the reason they're at risk.

Setup

Part Setting
Segments Enterprise accounts
Step 1: Renewing soon Rule-based Logic: Renewal Window is Next 90 days
Branch: Risk reason AI Evaluation with three paths
Otherwise outcome Do not apply marker

Branch paths (checked in this order)

Path Marker value Priority What it detects
1 Budget Pressure High Risk Budget cuts, a spending freeze, or a smaller budget next year
2 Competitive Threat High Risk Evaluating or trialing another vendor
3 Low Adoption Warning The team isn't using the product or isn't seeing value

How three accounts land

Account What Odie finds Result
Northwind Renews in 45 days; the CFO says budgets are frozen and they're looking at other tools Budget Pressure (Path 1 matches first)
Contoso Renews in 200 days No marker (fails Step 1)
Fabrikam Renews in 30 days; conversations are positive No marker (no path matches)

FAQs

Why didn't an account get the marker?

It failed one of your steps, or it matched no path and the Otherwise outcome is Do not apply marker. Walk through your steps in order to find where it stopped.

What happens if an account matches more than one path?

It gets the value of the first path it matches.

Can I reorder paths?

No. Remove the path and add it again in the position you want, or put your most specific path first when you build the branch.

Can I add more than one branch?

No. A marker can have one branch, and it's always the last step.

Does clicking Done save my marker?

No. Done closes the canvas. Click Create & Activate or Save Draft on Rules & Scope to save.

Do multi-condition markers use AI tokens?

Each AI Evaluation step and AI branch uses tokens from your organization's AI allowance. Rule-based Logic steps don't.

Can my team apply a multi-condition marker by hand?

No. Its value comes from your steps and branch, so only Odie applies it.

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