Step: Branch

This Step defines the Contact's journey in the Workflow based on certain conditions. You can configure the Branch Step using various combinations of Categories and Operators.


Creating Branches

Click Add Branch to create up to 9 Branches with one Else Branch.

Branch Conditions

A maximum of 10 conditions that are connecting using either AND or OR logical operators are allowed per branch. Each condition needs a defined category, operator and value.

In the example below, the branch condition checks if the Contact's First Name is equal to John AND the Last Message is equal to Doe.

Selecting a Branch Category

The Category field allows you to select the fields that need to be verified. The available categories include:

Selecting a Branch Operator

In a Branch Step, the branch operator is used to evaluate conditions and decide which branch to follow. When setting up the Branch Step, you select the branch operator, which is used to compare a variable or value with a specific condition. The choice of branch operator depends on the condition you want to evaluate in the Branch Step.

Here's a table to guide you in choosing the right operator for evaluating conditions.

Branch Cloning

Once a branch has been added and configured, you may clone it by selecting the Clone icon. The cloned branch is a duplicate sibling branch that includes the categories and conditions selected in the original branch. However, you can further edit the branch as required. The cloning feature saves the time and effort required to recreate branches from scratch.

How It Works

The Branch Step in a Workflow acts as decision points within a Workflow and determines the Contact's journey. If none of the conditions in the Step are met, Contacts will be re-directed to the Else Branch.

Best Practices

Here’s a best practice for this step you can follow to optimize your workflow:

  • Give your Branch a name to help you visualize the Step better without having to open the configuration of the Step.

Suggested Use Cases

Here are some ways you can use the Branch Step:

  • Route New and Returning Contacts: Differentiate and manage new and returning Contacts separately to address their unique needs and expectations. This provides a personalized customer experience for returning Contacts and helps capture new Contacts’ attention, turning them into loyal patrons.

  • Route VIP Contacts: Identify VIP Contacts for a personalized customer experience and distinguish them from non-VIP Contacts. This allows highly skilled agents to address VIP customers’ specific needs, leading to improved customer satisfaction and loyalty.

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