Flow designerAbout nodes

Configure branch nodes

Branch nodes reroute the conversation depending on a condition. They do not generate any output and are only used for decision logic.

Configure branch nodes

1

In your Flow Designer, click Plus and select Branch.

2

Enter a Name for your branch. This is what the agent reads first. Keep it short and meaningful so that it’s easy to scan. For example, “Does the user opt in?”.

3

In the When to go here field, type a free-form description of when this branch should be taken. You can reference custom variables and action results (for example, {age} >= 18, <paymentResponse.status> == "success"). You can also use boolean logic operators. For example, {country} == "US" AND {age} >= 21) OR {vip} == true.

4

To add more than two branch options, click Plus under the node preceding your branch node and select Branch again. This will add one more option to your branch node.

Tips

  • Keep conditions short. If you need to include multiple checks, consider chaining two branch nodes.
  • Put the most likely option first. For example, if most of your users are from the US, put {country} == “US” as the first node.
  • Include a default/fallback option. If none of the conditions you defined match the customer’s input, the agent might improvise and say something unexpected. Always include a fallback node for when none of the conditions are met.
  • Reuse variables and action results consistently. If two branch nodes use the same data (for example, {credit_score}), make sure that data comes from a single upstream step. Don’t redefine variables in multiple places.